Key Performance Indicators (KPIs):
- Retention / Net Revenue Retention (NRR)
- Overall Warehousing Profitability
- Network Warehouse Performance
- Revenue Growth**
Job Role:
- Warehouse Network Management
- Develop and manage KPIs to measure partners' performance (order management, inventory control, SLAs)
- Implement and utilize warehouse scorecards for accountability
- Conduct regular audits and quality assurance checks
- Proactively manage warehouse capacity planning
- Oversee warehouse selection, onboarding, and network growth
- Business Operations and Strategy
- Set strategic goals for warehouse operations and overall business growth
- Liaise with stakeholders to make key operational decisions
- Review and improve existing processes across all departments
- Drive new business partnerships and ensure their success
- Develop expansion strategies for active clients (geographic and service offerings)
- Financial Management
- Monitor and control operational costs to maintain profitability
- Prepare and present regular financial reports to the executive team
- Work with the finance team to identify trends from P&L
- Oversee warehouse-level profitability
- Customer Success and Retention
- Ensure high levels of customer satisfaction by meeting or exceeding SLAs
- Run monthly check-in calls with high-value customers
- Handle escalations about prep and fulfillment
- Develop strategies to acquire new customers and retain existing ones
- Performance Reporting and Communication
- Provide data-backed, actionable updates to senior management on order fulfillment, vendor performance, and overall business metrics
- Maintain clear communication with all departments
- Deliver regular reports on business performance, financial status, and strategic initiatives
- Project and Personnel Management
- Oversee on-time delivery of critical projects involving multiple stakeholders
- Recruit, train, and develop staff as required
- Set OKRs, conduct evaluations, and implement performance improvement plans
- Partner and Vendor Management
- Build and maintain strong relationships with clients, warehouses, and strategic partners
- Hold warehouses accountable for missed SLAs and enforce penalties where required
- Identify and develop partnerships that support company growth and operational objectives