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About arenaflex – Crafting Progressive Luxury responsibly
Founded in Somerset in 1971, arenaflex has evolved into the United Kingdom’s premier maker of luxury leather goods. Our heritage blends timeless British craftsmanship with a modern, purpose‑driven mindset. In 2024, we proudly earned B Corp Certification, underscoring a deep commitment to sustainability, ethical sourcing, and responsible manufacturing. Today, arenaflex reaches customers worldwide while staying true to core values that protect people, the planet, and the artistry of fine leather.
We are searching for an energized, detail‑oriented leader who can champion seamless omni‑channel fulfillment across North America while delivering world‑class customer care. If you thrive in fast‑moving environments, love solving logistical puzzles, and share our dedication to progressive luxury, you’ll feel right at home at arenaflex.
Why This Role Matters
The Omni Customer Care and Fulfillment Operations Manager is the linchpin that connects our retail stores, e‑commerce platforms, and distribution centers. Your strategic oversight ensures every order—whether placed online or in‑store—arrives on time, in perfect condition, and with the arenaflex experience our customers expect. You will also act as a bridge between the global Customer Care team and North American store partners, turning data into action and elevating the “voice of the customer” throughout the organization.
Key Responsibilities
- Omni‑Channel Order Fulfillment
- Oversee end‑to‑end processing of all North American omni orders, covering both brick‑and‑mortar and online sales channels.
- Maintain rigorous packaging standards that reflect the premium nature of arenaflex products and train store staff to achieve uniformity.
- Partner with retail locations to monitor Service Level Agreements (SLAs), ensuring order accuracy and on‑time delivery regardless of inventory constraints.
- Warehouse and Inventory Management
- Direct daily warehouse operations in line with arenaflex policies, safety regulations, and sustainability goals.
- Design and continuously improve warehouse layout for optimal space utilization and workflow efficiency.
- Supervise receiving, put‑away, picking, packing, shipping, and returns processes; conduct weekly, monthly, and quarterly inventory audits.
- Manage the full lifecycle of stock movements: Goods In, Goods Out, Returns to Vendor (RTVs), damages, repairs, and internal transfers.
- Uphold immaculate housekeeping standards across all stockroom environments.
- Implement proactive stock recovery initiatives to minimize shrinkage and support bi‑annual physical counts.
- Maintain optimal consumables and goods levels for the U.S. Distribution Center (USDC), forecasting seasonal peaks and ensuring buffer stock.
- Generate daily, weekly, and monthly KPI reports for the Head of Digital & Third‑Party Operations.
- Customer Care Leadership
- Act as the North American liaison for the Global Customer Care team, driving timely communication and resolution of store and online inquiries.
- Participate actively in customer‑care training sessions, sharing best practices and reinforcing brand standards.
- Collaborate with merchandising and store leadership to handle out‑of‑stock and “save‑sale” scenarios, turning potential lost sales into satisfied customers.
- Leverage approved communication channels to deliver professional, empathetic support.
- Develop deep product knowledge to provide precise, confident service.
- Collect, analyse, and report “Voice of Customer” insights to inform continuous improvement.
- Team Leadership & Development
- Model a positive, inclusive, “can‑do” attitude that energizes the team.
- Set clear performance and efficiency targets aligned with arenaflex strategic objectives.
- Mentor junior associates, foster peer learning, and champion a culture of continuous development.
- Encourage diverse perspectives, ensuring that both customers and teammates feel heard and valued.
- Complete all mandatory training programs and promote a learning‑centric environment.
- Represent the brand through actions that embody arenaflex’s service standards and partnership ethos.
- Brand Advocacy & Sustainability
- Live the arenaflex employee values: Be Bold, Be Imaginative, Be Open, Be Responsible.
- Champion inclusive behaviours, fostering an environment where every voice is respected.
- Integrate environmentally responsible practices into daily operations, contributing to the reduction of arenaflex’s carbon footprint.
Essential Qualifications
- 2–4 years of hands‑on inventory or fulfillment management experience in a fast‑paced retail or e‑commerce setting.
- Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and comfort analysing data in spreadsheets.
- Outstanding verbal and written communication abilities; capable of presenting complex information clearly to varied audiences.
- Proven interpersonal skills with a track record of building collaborative partnerships across functions and geographic locations.
- Exceptional time‑management aptitude, able to juggle multiple projects while meeting tight deadlines.
Preferred Experience & Skills
- Bilingual fluency (English and Spanish or French) to support diverse North American markets.
- Hands‑on experience with fulfillment and ERP platforms such as Salesforce, WorldShip, Manhattan, Prima, Tulip, Aptos, or Hybris.
- Prior exposure to B Corp‑aligned companies or sustainability‑focused initiatives.
- Project‑management certification (e.g., PMP, PRINCE2) or formal training in lean logistics.
Core Competencies for Success
- Analytical Mindset: Ability to translate data into actionable insights and continuously refine processes.
- Customer‑Centricity: Passion for delivering an unrivaled service experience that reflects the luxury nature of arenaflex.
- Leadership Presence: Confidence to influence senior stakeholders while nurturing a high‑performing team.
- Adaptability: Comfort navigating changing priorities during peak seasons, product launches, and promotional events.
- Integrity & Accountability: Consistently uphold ethical standards and own outcomes, both good and challenging.
Career Growth & Development Opportunities
At arenaflex, the journey never stops. In this role you will:
- Gain exposure to global supply‑chain strategies and cross‑functional collaboration with marketing, merchandising, and digital teams.
- Earn mentorship from senior leaders within the Head of Digital & Third‑Party Operations office.
- Access a structured learning pathway that includes internal workshops, external certifications, and attendance at industry conferences.
- Position yourself for future progression into regional head‑of‑operations, senior logistics director, or global customer‑experience leadership roles.
Work Environment & Culture at arenaflex
arenaflex prides itself on an inclusive, high‑energy workplace where creativity meets craftsmanship. Our teams enjoy:
- Open‑door communication that encourages ideas from every level.
- Flexible working arrangements where feasible, supporting work‑life balance.
- Regular team‑building events, sustainability challenges, and volunteer opportunities that extend our brand values into the community.
- A modern office environment equipped with collaborative spaces, wellness rooms, and sustainably sourced furnishings.
- Recognition programmes that celebrate innovation, cost‑saving ideas, and exemplary customer service.
Compensation, Perks & Benefits
While exact compensation will be aligned with experience, successful candidates can anticipate a competitive salary, performance‑based bonuses, and a comprehensive benefits package that may include:
- Private health, dental, and vision coverage.
- Retirement savings plan with employer matching.
- Generous paid time off, including holidays and volunteer days.
- Employee discount on arenaflex products and exclusive preview events.
- Professional development budget for courses, certifications, and conferences.
- Wellness initiatives such as gym subsidies, mental‑health resources, and ergonomic support.
Logistics & Working Hours
This is a full‑time position (40 hours per week) based Monday‑Friday. During major sales periods or product launches, occasional overtime or weekend coverage may be required, with appropriate compensation.
Commitment to Equality & Inclusion
arenaflex is an equal‑opportunity employer. We celebrate diversity and are dedicated to creating a workplace where every individual feels respected and empowered. All hiring decisions are made solely on merit, qualifications, and experience.
If you require any adjustments to the application or interview process, please let us know. Contact us at
[email protected] and we will gladly accommodate your needs.
Ready to Join the Luxury Leader Who Cares?
If you are inspired by the prospect of leading omni‑channel fulfillment for a globally recognised, sustainability‑driven luxury brand, we invite you to apply today. Bring your expertise, your passion for exceptional service, and your vision for a greener future to arenaflex. Together, we will continue to set the benchmark for progressive luxury.
Apply now to become part of the arenaflex family
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