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jobs
Denis Phan
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I'm offering
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United Kingdom
Language
English
Fluently
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My experience
2017 - ?
job
Head of Logistics & Operations
Mous Products Ltd.
Mous is a digitally native vertical brand who recently featured in the Fast Track 100 for 2018. Specialising in high end phone accessories, Mous has been growing rapidly and achieved a 268% YoY revenue growth for FY 18/19.
Head of Logistics & Operations Aug 2017 - Present
• Management of UK logistics and operations functions within the business:
◦ Developing and implementing a logistics and operations strategic roadmap to de-risk the business and ensure scalability
◦ Reviewing, managing and onboarding all 3PL partners to ensure best in class service for customers whilst reducing operational costs to the business.
◦ Scaling the team including onboarding and training of new logistics staff
◦ Implementing S&OP process to ensure successful planning of supply chain
◦ Developing, implementing and documenting all new logistics and operations procedures to ensure they are fit for purpose.
◦ Management of 4 direct reports.
Achievements:
• Developing a new logistics department from scratch
• Negotiated a 25% cost reduction in final mile shipping which helped increase conversion by 9% in UK and Europe
• Scaled fulfilment from multiple small independent providers across 3 regions to a global single-solution fulfilment provider, reducing pick error rate from 5.7% to 0.6% within 16 months and reduced fulfilment cost by 13%.
• Co-lead for ERP implementation project delivering ERP on time and in budget
• Implemented KPIs across multiple departments and standardised reporting to ensure visibility on core KPIs.
• Achieved ERP implementation and 3 warehouse relocations across 3 regions within 8 months, pre peak allowing for a 172% increase in YoY units sold to be achieved during peak 2019.
• Reduced avg. freight costs from $2.30 per unit to $0.96 through sourcing new freight partners, negotiations and setting up supply chain to use more sea services.
Head of Logistics & Operations Aug 2017 - Present
• Management of UK logistics and operations functions within the business:
◦ Developing and implementing a logistics and operations strategic roadmap to de-risk the business and ensure scalability
◦ Reviewing, managing and onboarding all 3PL partners to ensure best in class service for customers whilst reducing operational costs to the business.
◦ Scaling the team including onboarding and training of new logistics staff
◦ Implementing S&OP process to ensure successful planning of supply chain
◦ Developing, implementing and documenting all new logistics and operations procedures to ensure they are fit for purpose.
◦ Management of 4 direct reports.
Achievements:
• Developing a new logistics department from scratch
• Negotiated a 25% cost reduction in final mile shipping which helped increase conversion by 9% in UK and Europe
• Scaled fulfilment from multiple small independent providers across 3 regions to a global single-solution fulfilment provider, reducing pick error rate from 5.7% to 0.6% within 16 months and reduced fulfilment cost by 13%.
• Co-lead for ERP implementation project delivering ERP on time and in budget
• Implemented KPIs across multiple departments and standardised reporting to ensure visibility on core KPIs.
• Achieved ERP implementation and 3 warehouse relocations across 3 regions within 8 months, pre peak allowing for a 172% increase in YoY units sold to be achieved during peak 2019.
• Reduced avg. freight costs from $2.30 per unit to $0.96 through sourcing new freight partners, negotiations and setting up supply chain to use more sea services.
Operations, Budget, Training, ERP, Management, Onboarding, Service, Sourcing, Growth, Implementation, Shipping, Scalability, Accessories, Native, UP
2015 - 2016
job
Logistics & Operations Manager
Gousto.
Gousto are a UK based industry leading recipe delivery box company. Their innovative model is highly tech driven and allows them to offer over 50 different recipes delivered weekly.
Logistics & Operations Manager Apr 2015 - Dec 2016
• Management of all logistics functions and projects across the business including:
◦ Overhauling and streamlining all logistics procedures to ensure scalability with increased volume
◦ Reducing delivery related customer complaint rates by implementing SLA reporting, monitoring and trend analysis of all KPIs and customer complaints
◦ Managing all delivery related enquiries and complaints from CRM team
◦ Scaling the team from X to X including onboarding and training of new logistics staff
◦ Managing all courier relationships including onboarding 3 couriers to move the business to multi carrier and developing new processes and functions within the courier networks to improve performance KPI's and day-to-day success rate
Achievements:
• Developed a new logistics department from scratch
• Reduced delivery related complaint rate from 3.7% to 0.7% in 8 months
• Developed the logistics strategic roadmap to add new logistics products to the delivery portfolio
• Project Lead for evening delivery and 6 delivery days introduction
• Project Lead in designing and implementing the in-house delivery management portal taking Logistics processes from Excel spreadsheets to a fully integrated online process reducing risk of manual errors and processing time.
Logistics & Operations Manager Apr 2015 - Dec 2016
• Management of all logistics functions and projects across the business including:
◦ Overhauling and streamlining all logistics procedures to ensure scalability with increased volume
◦ Reducing delivery related customer complaint rates by implementing SLA reporting, monitoring and trend analysis of all KPIs and customer complaints
◦ Managing all delivery related enquiries and complaints from CRM team
◦ Scaling the team from X to X including onboarding and training of new logistics staff
◦ Managing all courier relationships including onboarding 3 couriers to move the business to multi carrier and developing new processes and functions within the courier networks to improve performance KPI's and day-to-day success rate
Achievements:
• Developed a new logistics department from scratch
• Reduced delivery related complaint rate from 3.7% to 0.7% in 8 months
• Developed the logistics strategic roadmap to add new logistics products to the delivery portfolio
• Project Lead for evening delivery and 6 delivery days introduction
• Project Lead in designing and implementing the in-house delivery management portal taking Logistics processes from Excel spreadsheets to a fully integrated online process reducing risk of manual errors and processing time.
Excel, CRM, Operations, Training, Management, Operations manager, Onboarding, Delivery Management, Monitoring, KPI, Scalability, Online, Processing, Portal, Processes, Manager
2013 - 2015
job
Operations Manager
unknown.
• Management of all operations processes and procedures including fulfilment and logistics. Working closely with other departments to fulfil all weekly orders.
• Supplier procurement and relationship management including:
◦ Packaging - forecasting, stock control and ordering to ensure adequate levels for production
◦ Fresh produce and dairy - working with our purchasing manager to source, on-board and manage suppliers.
◦ Fulfilment production management including:
* Managing 3rd party fulfilment partners to ensure completion of production on time for outload
* Reviewing and streamlining processes to ensure best production efficiency
* Recruitment and training of all new staff (35+) including all onboarding, HR and training documents
Achievements:
• Successfully relocated the warehouse operation from Heathrow to Spalding without down time in production which involved:
◦ Vendor management
◦ Upskilling new workforce in all processes and procedures
◦ Insourced the operation from vendor
◦ Grew the warehouse team 250% from point of insourcing
◦ Created training and coaching frameworks for the warehouse operations.
• Supplier procurement and relationship management including:
◦ Packaging - forecasting, stock control and ordering to ensure adequate levels for production
◦ Fresh produce and dairy - working with our purchasing manager to source, on-board and manage suppliers.
◦ Fulfilment production management including:
* Managing 3rd party fulfilment partners to ensure completion of production on time for outload
* Reviewing and streamlining processes to ensure best production efficiency
* Recruitment and training of all new staff (35+) including all onboarding, HR and training documents
Achievements:
• Successfully relocated the warehouse operation from Heathrow to Spalding without down time in production which involved:
◦ Vendor management
◦ Upskilling new workforce in all processes and procedures
◦ Insourced the operation from vendor
◦ Grew the warehouse team 250% from point of insourcing
◦ Created training and coaching frameworks for the warehouse operations.
Coaching, Operations, Forecasting, Training, Packaging, Procurement, Management, Operations manager, Onboarding, Recruitment, Vendor Management, Production, Processes, Manager
2010 - 2013
job
Membership Operations Manager
The British Museum Friends.
The British Museum Friends is charitable entity that supports the British Museum with grants for acquisitions, and assists with research programmes, conservation, and new technologies throughout the Museum.
Membership Operations Manager Aug 2010 - Aug 2013
• Management of all Membership Services operations for the British Museum Friends, a charity and internationally recognised entity with a turnover of £2.9m.
• Management of 10 direct reports to deliver processing, reconciliation and reporting of all membership financial transactions totalling £2.9M per annum
• Managed the Membership Services expenditure budget (approx. £60k per annum) including supplier procurement, relationship and invoice management
• Responsible for all customer service communication to the Membership department (post, telephone, email, social media and face to face).
• Maintaining all financial audit requirements and ensuring procedures and transaction handling adhered to the relevant legal and best practice compliance standards (inc. PCI, DPA and HMRC)
Achievements:
• I oversaw an increase from 26,500 members to an above target membership of over 67,000 in 3 years.
• Responsible for the departmental strategic roadmap outlining short, medium and long-term objectives for the Membership team.
• Documenting and updating Membership Services operational procedures
• Identifying gaps in resourcing, systems, financial and operating processes and developing practical solutions
• Streamlining processes and implementing controls to ensure the Membership Services Team were operationally fit for purpose. This included sourcing and implementing new systems, bringing in staffing resource and writing contingency planning documents
• Managed the department whilst the new Members Room was built and implemented all staffing and management of the facility.
• Membership Project Lead for a high visibility museum database merge project to integrate two departments.
• Project Lead for a new online booking system allowing members to book online, reducing contacts and admin costs to the museum whilst providing a more convenient service.
Membership Operations Manager Aug 2010 - Aug 2013
• Management of all Membership Services operations for the British Museum Friends, a charity and internationally recognised entity with a turnover of £2.9m.
• Management of 10 direct reports to deliver processing, reconciliation and reporting of all membership financial transactions totalling £2.9M per annum
• Managed the Membership Services expenditure budget (approx. £60k per annum) including supplier procurement, relationship and invoice management
• Responsible for all customer service communication to the Membership department (post, telephone, email, social media and face to face).
• Maintaining all financial audit requirements and ensuring procedures and transaction handling adhered to the relevant legal and best practice compliance standards (inc. PCI, DPA and HMRC)
Achievements:
• I oversaw an increase from 26,500 members to an above target membership of over 67,000 in 3 years.
• Responsible for the departmental strategic roadmap outlining short, medium and long-term objectives for the Membership team.
• Documenting and updating Membership Services operational procedures
• Identifying gaps in resourcing, systems, financial and operating processes and developing practical solutions
• Streamlining processes and implementing controls to ensure the Membership Services Team were operationally fit for purpose. This included sourcing and implementing new systems, bringing in staffing resource and writing contingency planning documents
• Managed the department whilst the new Members Room was built and implemented all staffing and management of the facility.
• Membership Project Lead for a high visibility museum database merge project to integrate two departments.
• Project Lead for a new online booking system allowing members to book online, reducing contacts and admin costs to the museum whilst providing a more convenient service.
Operations manager, Social, Manager, Processes, Processing, Online, Audit, Booking, Compliance, Sourcing, Service, Social Media, Management, Customer service, Procurement, Database, Audit, Budget, Operations, Research, Writing
2008 - 2010
job
Team Manager
Sitel Ltd.
• Coordinating up to 80 agents on the calling floor to deliver and exceed daily SLA's and client targets.
• Recruitment and line management of 15+ agents to meet weekly and monthly campaign metrics.
• Recruitment and line management of 15+ agents to meet weekly and monthly campaign metrics.
Management, Recruitment, Campaign, UP, Manager
My education
Kingston University
Bachelors, Illustration and Animation
Bachelors, Illustration and Animation
Kingston College
Unspecified, Art and Design
Unspecified, Art and Design
Tiffin School
Secondary, Art
Secondary, Art
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