DTC Operations Executive

WE'RE HIRING: DTC Operations ExecutiveABOUT TRIPTRIP’s mission is to share calm in the everyday chaos – supporting people with their daily stress and wellbeing harnessing the power of plants. Since launch, TRIP has built a cult 100k social following, is one of the leading new European DTC brands, and is already stocked in over 25,000 stores across the UK, Europe and the US, including Soho House globally, Erewhon, Boots, Selfridges and Sainsbury’s.Named by The Sunday Times as the 4th fastest growing company in Britain, TRIP’s award winning CBD products help you relax into your best self. Co-founders, husband and wife team Olivia and Daniel discovered CBD after a transformative personal experience in 2018 and since then, TRIP has introduced millions of people to CBD.TRIP is the fastest growing soft drinks brand in the UK, with 88% market share of CBD drinks. With 1 in 2 Gen Z having tried a CBD drink, the demand for TRIP and CBD as a category will only continue to surge. Pioneering the CBD category and at the front and centre of rising trends in wellness, functionality and alcohol alternatives, TRIP is well on the way to becoming a world leading well-being brand. If you are looking to join one of the fastest growing brands in the UK, with incredibly ambitious global growth plans, a passion for our mission of helping people find some calm in the chaos, then read on below and join our incredible teamTHE ROLEWe’re looking for someone to join our brilliant Supply Chain & Operations team to help ensure fantastic availability and service for our customers who buy TRIP through our own website, whilst helping to drive efficiencies and cost reductions. Reporting into our Customer Supply Manager, you’ll share our collaborative work style, have a passion for the wellbeing sector, and be excited to help ensure that our customers have a great TRIP.We want someone who loves problem solving, attention to detail and continuous improvement to help TRIP continue our rapid growth. We need a team player who’s keen to get involved in the scale-up, challenger brand landscape and looking to make an impact in a fast-paced environment!Key responsibilities
Customer Experience & Retention:
Responsibility for day-to-day management of the DTC order process, troubleshooting issues with domestic and international warehouses whilst ensuring a smooth ordering process for the consumer Reporting and monitoring daily/ weekly/ monthly KPIs to ensure our DTC operation runs smoothly and we maximise customer experience Work with DTC team on initiatives to improve Customer Experience and Retention, thus improving long-term profitability of DTC business
Logistics Support Manage our day to day comms with our 3rd party logistics provider to ensure the smooth running of TRIP’s DTC operation, troubleshooting issues on a daily basis and communicating back to the TRIP DTC team accordingly Either working with 3PL, or with couriers directly, ensure 99.9%+ service at the lowest possible cost, whilst continually aiming to optimise delivery times and last mile delivery Investigate sustainability initiatives for last mile delivery
Value Creation & Cost Reduction Support the Customer Supply Manager in ensuring that all elements of DTC Operation are optimised to achieve the highest possible service at the lowest possible cost Warehouse & Freight cost reduction- work with our existing 3PL and customer supply manager to ensure our warehouse & freight costs are as low as possible, whilst ensuring customer experience remains amazing Work with DTC team and Ops team on projects that add value to our consumers, either in the form of cost reduction or value creation, and coordinate all operational elements of projects relating to the DTC business
Demand Planning Work with DTC team and Customer Supply Manager to produce an accurate 12 month rolling forecast that allows the business to keep up with the growth of DTC Work with Growth team and wider Ops team to ensure effective stock management and order availability in a volatile landscape
Although primarily an operations role, this position will work across multiple functions allowing you excellent exposure to many aspects of our rapidly growing business. The role involves all day-to-day management of our DTC operations and works very closely with the Growth team at TRIP, whilst also having regular interaction with the senior team and other functions within the business.
YOU HAVE Experience in an operational role (FMCG or DTC preferable) or equivalent Extremely strong communication skills, ability to manage relationships across multiple functions and work collaboratively with external suppliers/ third parties to drive the best possible results Attention to detail, with a passion for problem solving and getting the job done in a fast-paced environment Ability to see the bigger picture and find operational efficiencies in a rapidly changing supply chain A self-starter mentality, great organisation skills and eagerness to grow within a dynamic team that is taking the UK market (and beyond) by storm! Strong Microsoft Excel skills, experience with ERP systems and Shopify preferable but not necessary
THE PACKAGE Competitive salary DOE Holiday: 24 days + your birthday off! Vitality private health insurance TRIP product discount & Friends + Family codes Free Calm membership Access to free therapy sessions provided by SelfSpace 1 personal wellness/community giving day per year A chance to join an amazing team, with a diverse, high performance background Lots of fun! Great culture with regular team social & events Join early in the journey of one of the most exciting, progressive brands within FMCG!
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