Logistics Lead

Logistics Lead As country Logistics Lead at Koala, you'll own the AU customer order fulfilment engine from Customer Order Fulfilment 3PL & freight partner management. Koala is a global furniture brand bringing Australian design and innovation to the world. We create forward-thinking products that solve problems for people and homes everywhere, driven by our purpose to make the world a more comfortable place. We’ve always believed in doing things differently, whether in the way we develop products, how we do people and culture, or the way we bring the brand to life. That mindset has fuelled our growth, helping us disrupt categories in ways that are creative, bold and often unexpected. While we’re a household name in Australia, our journey on the global stage is only just beginning. Since launching in 2015, our furniture has reached homes across Australia, Japan, the US and the UK. As a B Corp-certified, customer-obsessed, and data-led company, we’re committed to revolutionising furniture for generations to come through design, innovation, and meaningful sustainability. Role Description As country Logistics Lead at Koala, you'll own the AU customer order fulfilment engine from Customer Order Fulfilment 3PL & freight partner management through to process design, cost optimization, and reverse logistics. You'll sit at the intersection of operations, supported by global HQ, using data, SLAs, and automation to deliver a best-in-class customer experience at the best sustainable cost. This is a high-impact role for someone who thrives on turning complex logistics networks into simple, scalable processes and who sees AI and automation as levers to unlock CX, speed and operational savings. Key Responsibilities Customer Order Fulfilment 3PL & LMD Freight Partner Management Own the day-to-day relationship and performance of our AU Customer order Fulfilment 3PLs Domestic outbound freight partners Lead weekly operating meetings, quarterly business reviews, and managing performance scorecards with all logistics & Fulfilment partners Escalate and resolve operational issues quickly to protect the customer experience Customer Order Fulfilment Process / Warehouse Operations (via 3PL) Own the design, governance, and continuous improvement of the end-to-end fulfilment process, inbound receiving, put-away, storage, pick/pack, outbound shipping, and last-mile delivery Enforce SLAs, standard operating procedures, and quality standards; holding external partners accountable Ensure inventory accuracy, cycle count cadence, and stock health, through partner-managed processes and system controls Management of costs and continuous improvement in Logistics cost ratio (Logistics & Fulfilment costs as a % of gross revenue) Strategy, Negotiation & Roll-Out Support the negotiation, set-up, and roll-out of our AU logistics strategy in close partnership with HQ Lead RFPs and commercial negotiations with 3PLs, parcel carriers, and freight providers Own the operational roll-out of new partners, network, and new service offerings Cost Optimization & Sustainability Drive continuous cost optimization across inbound freight, storage, pick/pack, deliveries, and returns Build and maintain a unit-economics view of fulfilment to identify efficiency savings opportunities and trade-offs Own invoice reconciliation and audit against contracted rates; resolve discrepancies with partners Own AU inventory reconciliation align back to financial accountability of service providers and HQ finance teams Establish and manage sustainable and environment accountability for all Koala product returns , working closing with recycle and donation partners Performance, KPIs & Customer Experience Define, track, and report weekly KPIs across service, cost, quality, and speed Protect and continuously improve customer service levels (delivery promise, on-time delivery, damages, and returns experience) Partner with Customer Service on root-cause analysis of logistics-related tickets and drive corrective actions Process & Automation (AI-Enabled Operations) Design, document, and continuously improve operational processes across the entire logistics function from inbound through reverse logistics Identify and deploy automation and AI use cases across forecasting, exception management, invoice reconciliation, carrier selection, returns triage, and reporting Embed automation into partner workflows so exceptions (not routine tasks) drive human attention Champion data quality, dash boarding, and self-serve reporting across the logistics function Ideal background 5–7+ years in a leadership role in logistics, fulfilment, or supply chain operations, ideally DTC/e-commerce/retail Proven experience managing Customer order Fulfilment 3PLs and freight/parcel partners in the AU market Strong track record of cost optimization across inbound, warehousing, outbound, and reverse logistics Driving continuous service and cost improvements in all facets of Logistics and Fulfilment operations. Hands-on experience running weekly operating rhythms, KPI reviews, and QBRs with external partners Effective proven management of contract negotiation, RFPs, and commercial outcomes Experience setting up or re-engineering operational processes, bonus for leveraging automation and AI Strong financial literacy: invoice reconciliation, rate cards, unit economics Fluent in Excel/Sheets; comfortable with BI tools (Looker, Tableau, Power BI) Clear communicator who can influence cross-functionally and across a global HQ Customer-obsessed mindset with a bias for action and outcome Sydney NSW based highly preferable to ensure alignment with HQ and responsiveness with global teams. Perks and Privileges Koala is only great when its employees are happy; and we’re one happy bunch! Hybrid working - We’re mixing it up with ~3 days back in the Alexandria Treehouse (office) and work from bed/home (WFB) Take a break - Generous time off - volunteer, parental, Koala life leave and more to help keep your work-life balance, balanced. Treehouse goods - Fully stocked kitchen with an emphasis on healthy local produce, think bougie brekky, salad bar, kombucha on tap, monthly barbies and more. Pet-friendly - The Koala Treehouse is as pet-friendly as they get! Surprise & delight - The two-word combo at the core of everything we do. All Koalas can expect to enjoy free Koala products with ‘mates rates’ for your friends and fam. Support & wellbeing - Our employee experience respects and embraces all families, formed, found and evolving. You’ll have access to our Employee Assistance Program, which includes unlimited sessions for financial, work, relationship, family or wellbeing support. Accelerate your career - via our Learning Management platform, as well as individual and team growth budgets and dedicated days. Community & connection - We believe that simply doing ‘no harm’ isn’t good enough So, how are we doing our part? BCorp Certified, WWF Partnership, volunteer days, a member of SoftLanding , 1% and so much more. All in all, the Koala Community is a great place to hang out and belong to! Why Join Koala? At Koala, we do things a little differently and we don’t shy away from the fact that we expect a lot from our employees! We have no ego; we seek feedback that grows us; and we have a strong bias for action. We want you to challenge expectations, always look to make a difference and give us something different from the norm. We want people that bring great energy, that have a long-game focus and are always trying to find new angles and approaches to the way we work. We're a team full of entrepreneurial spirit and have a relentless focus on 'what's next' but while always reviewing 'what's been done' and learning, growing and adapting. Honesty and empathy drive everything we do, as well as a total focus on exceeding our customers’ expectations. So if you feel like this could be you... well what the bloody hell are you waiting for? Drop us a line, and let's see what you've got! ;) There’s no such thing as a ‘perfect’ candidate, Koala is a place where everyone has opportunity. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day. We’re an equal opportunity employer, and recognise that a diverse workforce is crucial to our success as a business. To read more, check out our careers , LinkedIn , or the great work we do with Work180 . Team Operations Role Logistics and Fulfilment Locations Sydney Treehouse Remote status Hybrid