Location: Hong Kong SAR
State/Province/City: Hong Kong Island
City: Hong Kong
Business Unit: Store Support Centre (SSC)
Time Type: Full-time
Ecommerce Fulfillment Operations Lead (under Ecommerce team)
Description & Requirements
The primary responsibility of this role is to lead the strategic development and operational management of all e‑commerce packaging and fulfillment enablement including but not limited to return process, with the overarching purpose of enhancing the customer unboxing and delivery experience while driving cost efficiency. The scope encompasses the full packaging lifecycle—from inventory control and new material innovation to warehouse logistics optimization, regional delivery performance management, and product inventory management.
Packaging & Materials Management:
- Oversee the full packaging lifecycle, including inventory control, demand forecasting, order placement, and budget management to optimize costs and ensure stable supply across regions.
- Lead the production of new and promotional packaging materials, ensuring alignment with brand standards, sustainability goals, and operational feasibility.
- Manage packaging related projects from concept through to timely delivery, balancing speed, cost, and quality.
Fulfillment, Delivery & Logistics Performance:
- Own delivery performance tracking across key regions, monitoring SLAs, on time delivery, cost metrics, and customer experience indicators.
- Partner closely with Distribution Center (DC), logistics, and operations teams to optimize packaging, shipping processes, issue resolution, process optimization, and continuous improvement initiatives and improve last mile efficiency.
- Lead collaboration with third party eCommerce last mile fulfillment partner to ensure seamless execution of cross border and local market deliveries.
- Define, manage, and optimize delivery options across different markets, ensuring alignment with regional customer expectations, logistics capabilities, cost structures, and eCommerce platform requirements.
- Work closely with Customer Support teams to identify recurring customer pain points related to packaging, delivery, and last mile fulfillment, and drive root cause analysis and solution implementation to improve customer satisfaction.
- Lead and continuously improve order return processes, identifying tactical opportunities to enhance efficiency, cost control, and customer experience.
Inventory Management & Allocation Across DCs:
- Oversee and optimize inventory management across multiple Distribution Centers (DCs), ensuring healthy stock positioning to support regional eCommerce demand, peak periods, and campaign requirements.
- Partner with Planning, and DC Operations teams to diagnose inventory constraints or overstock situations and drive data-backed reallocation or replenishment solutions.
- Lead root-cause analysis on recurring inventory availability issues (e.g. regional stock imbalances, delayed replenishment, DC capacity constraints), translating insights into corrective action plans.
- Define and support inventory allocation strategies across DCs to improve order fill rate, reduce split shipments, minimize cross-DC transfers, and control logistical costs.
- Establish clear visibility and reporting on DC level inventory risks, escalating issues early and aligning cross functional stakeholders on mitigation plans.
Platform & Order Prioritization:
- Support order prioritization strategies across multiple eCommerce platforms in collaboration with Digital, Operations, and Customer teams to ensure business critical orders, campaigns, and launches are fulfilled accurately and on time.
- Establish clear operating frameworks to align packaging availability, fulfillment capacity, and delivery timelines with platform specific requirements and regional needs.
- 7 years+ of experience in Consulting, Transformation, Merchandising, or Planning within a fast-paced business environment
- University degree in Business, Finance, or Engineering
- Ideally, a deep understanding of apparel value chain, specifically Merchandising, Planning or Inventory Management processes
- Strategic vision and creative thinking: ability to look beyond existing processes and ways of working
- Proven track record in project management, developing workback plans and implementing complex business transformation initiatives end-to-end
- Strong facilitation and change management skills to drive cross-functional alignment across junior teams and senior leaders
- Demonstrates a structured problem-solving mindset and sound commercial business judgement
- Experience in an global matrixed organization, able to navigate an organization independently, and comfortable with ambiguity
- Acknowledges the presence of choice in every moment and takes personal responsibility for their life.
- Possesses an entrepreneurial spirit and continuously innovates to achieve great results.
- Communicates with honesty and kindness, and creates the space for others to do the same.
- Leads with courage, knowing the possibility of greatness is bigger than the fear of failure.
- Fosters connection by putting people first and building trusting relationships.
- Integrates fun and joy as a way of being and working, aka doesn’t take themselves too seriously.
additional notes
Authorization to work in Hong Kong SAR is required for this role.
beyond the paycheck (benefits & perks)
In-person collaboration and/or office-based work is necessary or important for the role. Work is mainly performed onsite, 4-5 days per week depending on role requirements.
Only those applicants under consideration will be contacted. Please accept our utmost appreciation for your interest. Lululemon is an Equal Employment Opportunity employer. Employment decisions are based on merit and business needs, and not on race, color, creed, age, sex, gender, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by federal, state or provincial and local laws and ordinances. Reasonable accommodation is available for qualified individuals with disabilities, upon request. This Equal Employment Opportunity policy applies to all practices relating to recruitment and hiring, compensation, benefits, discipline, transfer, termination and all other terms and conditions of employment. While management is primarily responsible for seeing that Lululemon equal employment opportunity policies are implemented, you share in the responsibility for assuring that, by your personal actions, the policies are effective.
lululemon is committed to providing reasonable accommodation to applicants with disabilities. If you would like someone from our team to contact you for individualized support, email us at[email protected]
. In your email, please include the position title, the location of the position and the nature of your request.
The use of AI tools, including but not limited to ChatGPT, Microsoft Copilot, Gemini, DeepSeek, or any other AI-assisted software, is strictly prohibited during the interview process. This includes, AI-generated responses, content creation, or any form of automated assistance in live interviews, case studies, technical assessments, or written submissions.
At lululemon, we are committed to privacy, integrity, transparency, and ethical hiring practices. Our commitment to responsible AI ensures that proprietary information is protected and that all hiring decisions are based on an individual’s own skills, judgment, and expertise without AI assistance. Any use of AI during the interview process will result in immediate disqualification. lululemon reserves the right to use AI detection tools to verify the authenticity of candidate responses.
