JOB OPENING: Warehouse and Customer Experience Manager Europe

Location: Annecy, France

ABOUT US

We’re not just here to make mountain bike clothing. We’re here to influence the culture of mountain biking, make the world a better place, and show everyone what an amazing lifestyle sport it is. Everything we do supports our mission to enable people to live ‘no ordinary life’.

We are relocating our European warehouse and logistics operations from Marsden (Netherlands) to Annecy, France - to be closer to the Alps, our community and to create a space for all the good times ahead.

THE ROLE & THE VIBE

At its core, this role is about running our European hub and making sure riders and retailers get their gear fast, accurately and with great service.

Based in Annecy, we're looking for someone to lead the day-to-day operation of DHaRCO’s European warehouse, showroom and customer experience team. You’ll own the floor - managing inventory, overseeing fulfilment, coordinating stock arrivals, keeping dispatch running smoothly and making sure the warehouse is organised and efficient.

You’ll lead and work alongside permanent, casual and seasonal staff, setting priorities and planning around busy periods, product launches and major deliveries. This is a hands-on role, so while you’ll be responsible for the operation, you’ll also be packing orders, unloading stock or loading the van for events.

Beyond the warehouse, you’ll oversee European customer service, run our Annecy showroom, welcome riders and local brand partners into the space, and help keep DHaRCO connected to the local riding community.

We’re looking for someone practical, organised and proactive with a genuine get-it-done attitude. Someone who takes ownership, leads by example, enjoys improving how things work, and can keep the operation running smoothly without needing constant direction from HQ.

Ultimately, your job is to make sure orders leave accurately and on time, inventory is well managed, customers receive great service, the showroom represents the DHaRCO brand, and the Annecy hub runs like it should.

TEAM AND REPORTING STRUCTURE

Reports to the Chief Operating Officer in Australia.

Works closely with DHaRCO's European Sales & Brand team and global Operations, Customer Experience, Finance and Sales teams. 

Direct reports may include:

• Warehouse & Customer Experience Coordinator
• Casual / seasonal warehouse and showroom staff

KEY RESPONSIBILITIES

TEAM LEADERSHIP & PLANNING

• Set priorities and make sure responsibilities are clear.
• Plan staffing around peaks, launches, promotions and deliveries.
• Maintain strong standards across accuracy, efficiency and customer care.
• Keep the COO and global Operations team updated on priorities and issues.
• Lead by example and stay hands-on when needed.

ORDER FULFILMENT – ONLINE & WHOLESALE

• Manage accurate and timely fulfilment of online and wholesale orders.
• Manage courier bookings, collections and shipping documentation.
• Monitor outstanding orders and resolve issues quickly.
• Maintain quality control standards before dispatch.
• Plan fulfilment capacity for busy periods.
• Improve picking, packing and dispatch processes.

INVENTORY MANAGEMENT

• Own inventory accuracy across the European warehouse.
• Manage the back office system and ensure it is up to date and accurate.
• Oversee receiving, checking and put-away of inbound stock.
• Coordinate major stock arrivals.
• Ensure stock movements are accurately recorded in our back office.
• Maintain organised warehouse locations and stock.
• Manage stock counts and resolve discrepancies.
• Ensure returned stock is processed promptly.

CUSTOMER EXPERIENCE

• Work as a part of the Global Customer Experience Team.
• Ensure enquiries are answered quickly, professionally and helpfully.
• Oversee European returns and exchanges.
• Identify recurring issues and work with the wider team on solutions.
• Make sure customer service is well covered during busy periods.

SHOWROOM & CUSTOMER EXPERIENCE

• Run the Annecy showroom.
• Keep the space clean, organised and on-brand.
• Maintain strong product presentation and merchandising.
• Ensure visitors receive friendly and knowledgeable service.
• Oversee showroom sales, exchanges and returns through our point of sale.
• Coordinate showroom staffing and opening hours.
• Support activations, local events and brand partners.

FACILITY & OPERATIONAL ADMINISTRATION

• Manage the day-to-day needs of the Annecy warehouse, showroom and office.
• Coordinate suppliers, contractors, couriers and service providers.
• Manage site supplies, maintenance and facility requirements.
• Support Finance and Operations with local documentation and administration.
• Monitor supplier performance, costs and service.
• Keep track of local service agreements and renewal requirements.

EVENTS & EXTERNAL SUPPORT

• Support DHaRCO European events and activations.
• Help to coordinate event stock, logistics and preparation.
• Assist with van loading, setup and pack-down where required.

WHAT SUCCESS LOOKS LIKE

• Orders leave accurately and on time.
• Inventory is accurate and well organised.
• Customers receive fast, friendly and effective support.
• Returns and exchanges are handled quickly.
• The showroom is always well presented.
• The warehouse is clean, organised and efficient.
• The team knows what needs to be done.
• Seasonal staff can be brought in quickly.
• Problems are solved before they become bigger issues.
• The Annecy operation runs smoothly without constant support from HQ.

THE TYPE OF PERSON WE'RE LOOKING FOR

• Practical, organised and hands-on.
• Comfortable taking ownership and making decisions.
• A strong people manager who can set priorities, keep a team moving and jump in when needed.
• Detail-focused, especially when it comes to inventory, orders and customer service.
• Calm under pressure and able to keep things running during busy periods.
• Proactive about spotting problems and fixing them before they become bigger issues.
• Comfortable working across warehouse operations, customer service, showroom and general site needs.
• Friendly, approachable and good with customers, retailers and local partners.
• Ideally connected to mountain biking, outdoor culture or the Annecy riding community.
• Comfortable working in both French and English.

APPLY ONLINE

If that sounds like you, tell us a bit about yourself and apply online below.