E-Commerce Fulfillment Manager (Remote in United States)

About Nivoda

Nivoda is the leading global B2B jewellery marketplace, Nivoda’s growth trajectory has skyrocketed over the past 12 months, and we continue to expand across new regions at an unprecedented pace. Our DNA centers on understanding our customers' needs and offering them a seamless experience. With a growing team based in major cities worldwide, including London, New York, Hong Kong, and Mumbai, Nivoda is becoming the go-to marketplace for the global jewelry industry.

We aim to be bold, innovative, and relentless in our pursuit of excellence as we transform an industry steeped in tradition.

About the Role

As an E-commerce Fulfillment Manager you will be responsible for overseeing all aspects of the Nivoda global delivery initiatives, including programs such as Memo, Express, and Ultra fast delivery. This senior role involves developing and implementing strategic processes for these initiatives, managing a team, and maintaining strong relationships with customers, suppliers and internal stakeholders. The ideal candidate will possess knowledge of the diamond industry, exceptional leadership skills, and a proven ability to drive operational excellence.

This role will report to the Head of Fulfillment and collaborate very closely with customers, suppliers and operations managers across our global hub network and fulfillment locations. We’re looking for someone who thrives in a dynamic, hands-on environment, understands and interprets customer needs, and is eager to join our gritty, fast-paced team to deliver unmatched service to our customers.   This role is ideal for a results-oriented professional with a passion for developing and scaling programs in a fast paced e-commerce environment. If you are a strategic thinker who is able to be hands-on and who thrives in a fast-paced environment, we encourage you to apply!

What You'll Do:

Program Ownership

• Lead global delivery programs, with a focus on express delivery, memo, and ultrafast delivery programs, beginning with the US and then expanding globally

• Accountable for P&L of delivery programs and responsible for defining the budget and tiered and subscription pricing based on trend forecasts, growth opportunities and risk mitigation

• Implement robust systems for monitoring memo and express trends, inefficiencies and process improvement opportunities, tracking inventory, and generating actionable insights.

• Introduce technology and tools to streamline operations and improve inventory visibility.

• Generate detailed reports on memo and express activity, inventory status, and financial metrics for senior leadership.

Customer Engagement and Scaling

• Engage with early customers, including retailers and suppliers, to establish best practices 

• Implement a full customer lifecycle management program

• Expand the Memo service across our customer base, including leading global expansion based on agreed stage-gates 

• Collaborate with the Revenue Lead to support customers and buy-side sales to guide selection choices, optimising for end-consumer conversion and Sell-Through Rate (STR) 

• Act as the primary point of contact for high-value clients regarding memo-related matters.

Supplier and Inventory Management

• Analyze and evaluate the effectiveness of current demand and supply planning processes and propose/implement process improvements to enhance accuracy, efficiency, and responsiveness.

• Oversee inventory selection, ensuring alignment with customer preferences regarding stone types, qualities, and specifications 

• Implement a fully automated inventory replenishment model and scale to the rest of world

• Monitor inventory levels across various locations to avoid overstocking or stockouts and conduct regular reviews of slow-moving inventory and propose actions for disposition.

• Work closely with suppliers to secure competitive pricing and reliable stock availability, negotiating favorable terms.

• Manage supplier execution to sustain a high STR including reliability, availability, quality. Onboard the appropriate suppliers and provide them with the right feedback metrics to sustain performance.

• Support the operational foundation, ensuring all suppliers are aligned and stock levels meet demand consistently 

Cross-Functional Collaboration

• Partner with product and operations teams to enhance the online ordering experience, ensuring intuitive and efficient workflows.

• Ensure the memo program drives 80% Search to Select conversion and 95% on-time delivery to our customer 

• Partner with logistics and operations teams to ensure diamonds are delivered on time and oversee the final stages of fulfillment, ensuring orders meet customer expectations 

Team Management 

• Provide direction, mentorship, and support to team members, ensuring alignment with organizational goals.

• Set clear objectives, monitor individual and team performance, and conduct regular performance evaluations.

• Foster a positive work environment by identifying training needs, organizing professional development opportunities, and encouraging skill growth.

What You'll Need:

• Bachelor’s degree in Business, Supply Chain Management, or a related field (or equivalent experience).

• Minimum 5-7  years of experience in the diamond, jewelry, or luxury goods industry, with a focus on memo, consignment, or ultra fast delivery options.

• Proven track record of success in a leadership role managing teams and operations.

• In-depth knowledge of diamond industry practices.

• Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment.

• Excellent interpersonal and negotiation skills to maintain and strengthen client relationships

• Analytical mindset with the ability to interpret data and make strategic decisions.