About ITURA

ITURA Jewelry is a Lagos-based jewelry brand creating timeless, elegant, giftable pieces for modern Nigerians. We are building more than a jewelry company—we are building a respected, systems-driven brand known for beautiful design, exceptional customer experience, thoughtful presentation, and operational excellence.

As the business continues to grow, fulfillment has become one of the most critical functions within the company. Every customer experience ultimately depends on whether the right product reaches the right customer, at the right time, in perfect condition.

We're looking for a Fulfillment Manager who can build operational discipline, lead the fulfillment team, improve systems, and ensure our customers consistently receive the experience ITURA is known for.

About the Role

This is a leadership role responsible for overseeing ITURA's end-to-end fulfillment operations.

We're looking for a highly organized, proactive, and operationally excellent Fulfillment Manager who will own everything that happens between a customer placing an order and successfully receiving it.

You'll be responsible for managing the Fulfillment Team, maintaining operational visibility across every active order, improving fulfillment systems, ensuring quality control, coordinating with inventory and logistics partners, and protecting customer experience through operational excellence.

This is far more than packing and dispatching orders.

You'll become the operational owner of fulfillment—creating structure, building accountability, improving processes, and ensuring fulfillment scales alongside the business.

Your role is simple:

Deliver every order accurately, efficiently, and consistently while continuously improving how fulfillment operates.

What You'll Own

Order Fulfillment Operations

• Oversee the complete fulfillment process from order confirmation through successful delivery.
• Ensure customer orders are processed accurately and within agreed timelines.
• Maintain visibility across every active order until completion.
• Monitor operational performance daily and proactively resolve bottlenecks before they affect customers.
• Ensure all fulfillment activities comply with company SOPs and operational standards.

Team Leadership & Performance

• Lead, supervise, and support Fulfillment Associates and other fulfillment personnel.
• Allocate daily responsibilities and monitor team productivity.
• Hold team members accountable to performance expectations and operational standards.
• Coach, train, and continuously develop fulfillment staff.
• Foster a culture of ownership, accuracy, discipline, and continuous improvement.

Quality Control

• Ensure every order is checked thoroughly before dispatch.
• Maintain strict packaging standards across all outgoing orders.
• Prevent incorrect shipments, missing items, damaged products, and avoidable fulfillment errors.
• Identify recurring quality issues and implement corrective actions.
• Continuously improve quality assurance processes.

Customer Experience & Issue Resolution

• Work closely with Customer Support to resolve fulfillment-related customer issues.
• Ensure replacements, returns, and delivery issues are handled quickly and professionally.
• Investigate fulfillment failures and implement preventive solutions.
• Protect ITURA's customer experience standards through operational excellence.

Inventory & Operational Coordination

• Collaborate closely with Inventory & Procurement to ensure product availability supports fulfillment requirements.
• Escalate stock shortages before they affect customer deliveries.
• Support inventory reconciliation activities.
• Coordinate effectively with logistics partners and dispatch riders.
• Ensure operational communication remains timely and accurate across all relevant teams.

Operational Reporting & Visibility

• Maintain accurate fulfillment trackers and operational dashboards.
• Provide regular updates on fulfillment performance, delivery timelines, pending orders, and operational risks.
• Monitor operational KPIs and recommend improvements based on data.
• Ensure leadership always has clear visibility into fulfillment performance.

Process Improvement & SOP Management

• Continuously review existing fulfillment workflows.
• Identify inefficiencies and implement process improvements.
• Maintain and improve fulfillment Standard Operating Procedures (SOPs).
• Recommend automation opportunities where appropriate.
• Drive operational excellence through continuous improvement initiatives.

What Success Looks Like

• Customer orders are fulfilled accurately, on time, and consistently.
• Fulfillment errors are minimized through strong quality control processes.
• Operational issues are identified and resolved before they impact customers.
• The fulfillment team operates with accountability, discipline, and clarity.
• Leadership has real-time visibility into fulfillment performance.
• Inventory coordination reduces fulfillment delays and stock-related disruptions.
• Customer complaints relating to fulfillment steadily decrease.
• Fulfillment systems become more scalable, organized, and predictable.
• SOP compliance becomes the standard across the fulfillment team.
• Operational improvements are continuously implemented rather than waiting for problems to arise.

Who You'll Work With

• You will report directly to the Head of Business Operations.
• You will directly manage the Fulfillment Associates and Customer Resolution Associate.
• You will work closely with:
• Founders
• Inventory & Procurement Manager
• Customer Support Team
• Finance Team
• Content Team
• Dispatch Riders
• Logistics Partners
• External Vendors

Who You Are

You are highly organized, operationally disciplined, and naturally take ownership.

You enjoy creating order out of complexity and are passionate about building efficient systems that consistently deliver results.

You don't wait for problems to become emergencies—you identify risks early, communicate clearly, and resolve issues before they escalate.

You're an excellent people manager who knows how to balance accountability with support, ensuring your team consistently performs at a high level.

You are comfortable making operational decisions, coordinating multiple moving parts simultaneously, and maintaining exceptional attention to detail.

Most importantly, you care deeply about customer experience and understand that operational excellence is one of the strongest competitive advantages any business can have.

What We're Looking For

• Previous experience managing fulfillment, warehouse, logistics, retail operations, or supply chain teams.
• Strong leadership and people management skills.
• Excellent organizational and operational planning ability.
• High attention to detail and commitment to accuracy.
• Experience implementing and improving operational processes.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication.
• Confidence managing multiple priorities simultaneously.
• Strong reporting and operational visibility skills.
• Ability to work independently with minimal supervision.
• Comfortable using digital tools, spreadsheets, and AI tools to improve operational efficiency.

Experience working within an e-commerce, retail, consumer goods, or fast-growing business is a strong advantage.

This Role Is Not For You If…

• You struggle to stay organized under pressure.
• You prefer reacting to problems instead of preventing them.
• You're uncomfortable managing people and holding others accountable.
• You regularly overlook small operational details.
• You wait for instructions instead of taking initiative.
• You dislike process improvement and system building.
• You struggle to prioritize multiple operational responsibilities.
• You're uncomfortable making operational decisions.
• You don't naturally take ownership of outcomes.

Why Join ITURA

This is an opportunity to build and lead one of the most important operational functions within a fast-growing consumer brand.

You'll have direct influence over customer experience, operational efficiency, fulfillment systems, and team performance while working alongside leadership to continuously improve how the business operates.

If you're excited by building systems, leading people, solving operational problems, and creating exceptional customer experiences, we'd love to hear from you.

How to Apply

In your cover letter, please include:

• A short note explaining why you're a strong fit for this role.
• One example of an operational challenge you've successfully solved.
• A brief description of how you've improved a process, system, or team performance in a previous role.
• An example of how you've handled a difficult fulfillment, logistics, or customer issue from start to finish.
• A short explanation of how you use technology or AI tools to improve your productivity or operational efficiency.