US Warehouse and Fulfilment Manager

For over 50 years, Rough Trade has been trusted by customers and the music industry to shine a spotlight on the best new music from all over the world. This has afforded Rough Trade a unique role and scope of opportunity within the UK and Global music retail industry. There is no other music retail shopping experience quite like that offered by Rough Trade. This role is a unique chance to be part of something truly special within the music retail landscape, and for the right candidate to truly make their mark.

As a hands-on, highly organised US Warehouse and Fulfilment Manager, you will lead all day-to-day activity at our warehouse in Queens, New York.

You will lead the efficient receipt, storage and dispatch of vinyl and related inventory, setting high standards across shipping, receiving, inventory control and people management.

You will be accountable for the performance of B2C and B2B fulfilment, stock accuracy, cancellations, productivity, labour cost and carrier performance, using data to identify issues and lead improvement.

The warehouse is a critical part of Rough Trade's US customer experience and commercial performance. You will lead a growing, fast-paced operation through a clear performance culture, strong people management and practical continuous improvement. This is a pivotal role for the success of the business, across both our e-commerce and brick and mortar physical stores.

Warehouse Operations

● Own daily warehouse performance across receiving, packing, dispatch, carrier collection and exception management, ensuring agreed service and quality standards are met.
● Manage the intake of vinyl and other inventory items, ensuring accurate counts and quality inspection upon arrival.
● Ensure proper storage of products, with a focus on handling vinyl.
● Design and maintain warehouse layout, workflows and stock rotation processes that improve speed, accuracy, safety and use of space.
● Lead the cross-regional flow of product into and out of the US, ensuring accurate data, timely communication and clear ownership of exceptions.

Team Management

● Lead, develop and hold warehouse colleagues and team leads accountable for performance, including recruitment, onboarding, training and progression.
● Own weekly labour and capacity planning, including rotas, holiday cover, seasonal recruitment and peak trading preparation.
● Set clear daily priorities, performance expectations and productivity standards, using coaching and feedback to maintain engagement.
● Manage people processes fairly and consistently, including performance management, absence, recruitment and onboarding, with support from the wider HR function.
● Build and develop a capable management layer, with clear accountability for service, productivity, standards and colleague experience.

Inventory Management

● Own stock accuracy, cycle counts and inventory audits, working with Buying and E-commerce to maintain alignment between physical stock and digital systems.
● Lead investigation and resolution of inventory discrepancies, with clear ownership of corrective action.
● Hold accountability for the US warehouse budget and P&L, identifying opportunities to improve margin, control cost and protect service.
● Lead the implementation of new stock-management tools and processes, ensuring adoption and measurable operational benefit.

Logistics and Customer Fulfillment

● Own relationships with shipping carriers and freight providers, managing service, cost and escalation across US and international movements.
● Own B2C and B2B fulfilment performance, ensuring on-time, accurate dispatch and proactive management of exceptions.

● Work closely with Customer Service to resolve shipping issues quickly and prevent repeat causes of contact.
● Use customer and operational insight to reduce avoidable contacts, delivery failures, cancellations and returns. 

Site, Facilities & NYC Operations

● Act as the primary operational point of contact for the Long Island City warehouse premises, maintaining a strong relationship with the landlord, building management and relevant contractors.
● Maintain appropriate emergency, fire, evacuation and incident procedures and ensure all warehouse colleagues understand their responsibilities.
● Own operational relationships with relevant local vendors and contractors and ensure adequate contingency arrangements exist for critical site services.
● Ensure the business has documented and resilient processes for vehicle rental, authorised drivers, LIC loading, transportation into Manhattan, Rockefeller Center loading bay access, unloading and return logistics.

Performance and Continuous Improvement

● Own warehouse KPIs, including dispatch time, order accuracy, inventory accuracy, productivity, cancellation rate and carrier cost.
● Produce clear weekly performance reporting, identify root causes and lead practical corrective action.
● Drive continuous improvement through process mapping, standard operating procedures and better use of systems and data.

Health & Safety / Compliance

● Maintain a clean, safe and compliant warehouse environment in line with local regulations and Rough Trade standards.
● Set and enforce robust safety, equipment and compliance standards, ensuring colleagues are trained and the operation meets all relevant legal requirements.

Success in the Role

● The US warehouse consistently meets agreed targets for dispatch speed, order accuracy, inventory accuracy, productivity, cancellation rate and carrier cost.
● The operation has a clear labour and capacity plan for peak trading, supported by a well-trained and accountable team.
● Warehouse costs, carrier performance and stock variances are controlled, reported and improved through practical action.
● The warehouse is a reliable partner to Customer Service, E-commerce, Buying and the wider global fulfilment network.
● All critical warehouse, site and logistics processes are documented and can be performed by more than one appropriately trained colleague, avoiding dependency on a single individual for business critical activities.

Essential Skills & Experience

● At least five years' experience leading a warehouse, fulfilment or logistics operation in a high-volume e-commerce, DTC, retail or 3PL environment.
● Proven experience managing, coaching and holding a warehouse team and management layer accountable for performance.
● Demonstrable ownership of warehouse KPIs and experience using data to improve service, productivity, labour cost and inventory accuracy.
● Strong understanding of warehouse best practice, including receiving, inventory control, order fulfilment, carrier management and root-cause analysis.
● Strong experience of warehouse management systems, inventory platforms and e-commerce integrations, including Shopify.
● Experience managing warehouse equipment and a working knowledge of relevant health and safety and compliance requirements.
● Highly organised, data-literate and commercially minded, with a practical, hands-on approach to solving operational problems.

Desirable

● Interest in music and an understanding of the US vinyl market.
● Experience managing US-wide carrier networks, international freight and cross-border fulfilment.
● Experience scaling and stabilising warehouse operations during peak trading periods, including seasonal recruitment and labour planning.

● A senior, autonomous role with genuine responsibility for the performance and development of the US warehouse.
● Opportunities to shape and improve a growing US operation within an independent and global music brand.
● Colleague discount on Rough Trade products.
● Salary range: $70-90k, commensurate with experience.

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