The role

As we grow to multiple locations, we are scaling our order fulfilment team and are looking for a sharp, hands-on Packing Operations Lead to help us work smarter, faster and better. You will lead and manage the packing team to ensure accurate and timely order fulfilment.

Set daily targets and monitor & improve key KPIs including:

• On Time (orders packed and ready within deadline)
• In Full (zero missing items)
• Time per order packed
• Items packed per hour per packer
• Controllable quality issues

To improve our metrics you will:

• Coach and support the team to meet targets and improve day-to-day performance
• Investigate packing-related customer complaints and work with the team to avoid repeat issues
• Identify and close Corrective and Preventive Actions (CAPAs) where needed
• Track errors, investigate root causes and roll out clear, practical solutions
• Work closely with inventory, delivery and procurement teams to keep operations flowing
• Help test and introduce new tools, layouts or processes to boost efficiency
• Make sure the packing area is clean, safe and well-organised at all times
• Keep the customer experience front of mind in every decision

What we are looking for:

• Experience in operations, logistics or fulfilment – with leadership experience
• Strong practical problem-solving skills and a focus on continuous improvement
• A calm and confident team leader who knows how to coach and bring people along
• Detail-oriented with a natural instinct to check, double-check and get it right
• Able to track performance, analyse data and take action
• Strong communication and coordination skills
• Positive attitude and willingness to roll up sleeves when needed
• Experience in e-commerce, food, or FMCG operations
• Familiarity with inventory or fulfilment systems