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Manager Customer Fulfilment E-commmerce

Posted 10 Oct 2025
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Work experience
5 to 7 years
Full-time / part-time
Full-time
Job function
Degree level
Required language
English (Fluent)

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With Supply Chain you are at the core of our operations. Simplicity and innovation come together to shape the future of our brand through smart solutions.

As a Manager of Customer Fulfillment E-Commerce, you play a key role in ensuring our consumers receive their orders accurately and punctually. You will oversee and manage the digital order flow for deliveries to end consumers via RITUALS.com and Marketplace.com, while developing and executing the B2C order fulfillment strategic roadmap with your team.

Your responsibilities include implementing best practices and tools to ensure efficient fulfillment solutions, while coordinating with various departments to support the end-to-end (E2E) order flow. You will lead the strategic development of customer fulfillment initiatives, such as optimizing returns, service innovations like next-day delivery, and digital process improvements, all while maintaining clear communication and feedback-loops with stakeholders and consumers.

With the E-commerce Fulfillment department being relatively new, you will have the opportunity to shape its collaboration with Operations, establish reviews with our Digital and Customer Relations teams, and help define roles for B2C carrier (portfolio) management together with procurement and operations. You will be the go-to contact for escalations and opportunities in daily operations, managing a team of two and actively participating in improvement initiatives alongside your team.

Key Responsibilities:

  • Ensure excellent execution of digital order flows, returns, and logistics across various platforms in over 33 countries.
  • Lead and support development activities that differentiate our customer experience.
  • Report to the Head of Retail and B2C Fulfillment while managing a team of two FTEs.
  • Collaborate effectively with Customer Relations, Digital, Operations, Finance, and Business Technology teams.
  • Define, achieve and report our consumer delivery promise, conducting business reviews with B2C carriers as needed.
  • Automate processes to enhance efficiency and customer satisfaction.
  • Oversee performance and KPI management to address consumer service issues, including delivery timing and customer complaints.

Bring all of you

  • Bachelor’s or Master’s degree in an operational or supply chain field.
  • 5-7 years of B2C fulfillment experience, with at least 2 years in a leadership role, preferably in digital retail.
  • Strong communication and stakeholder management skills.
  • Analytical, proactive, persuasive, and service-focused.
  • Experience with ERP systems (D365, EVA) and data management.
  • Proficient in MS Office and familiar with AI and data visualization tools (PowerBI).
  • Fluent in business English; Dutch is a plus.

Benefits of working at Rituals

  • Unique opportunities for personal and professional growth
  • Staff discount on Rituals products
  • Attractive bonus
  • Flexible working hours tailored to your personal rhythm
  • Company & team events

''We're not here to sell you beauty, we are here to make you feel good''
We are a Dutch brand with a focus on international expansion. Our ambition is to grow sustainably and become the number one global luxury brand in cosmetics. The first stand-alone store was opened in 2000 at Amsterdams’s Kalverstraat. Today, Rituals operates in more than 730 stores…


''We're not here to sell you beauty, we are here to make you feel good''

We are a Dutch brand with a focus on international expansion. Our ambition is to grow sustainably and become the number one global luxury brand in cosmetics. The first stand-alone store was opened in 2000 at Amsterdams’s Kalverstraat. Today, Rituals operates in more than 730 stores across 29 countries throughout Europe, Asia, Middle East and the Americas/ North and South America; with the aim to open 1,000 stores by 2020.

Retail
Amsterdam
Active in 33 countries
5,000 employees
30% men - 70% women
Average age is 36 years