Starting in customer service, Mark has grown with the business, moving through multiple roles, warehouse locations, and operational milestones to now helping clients scale with confidence. We sat down with Mark to hear more about his journey—from the early fast fashion days to becoming a key part of our 3PL growth story.

Starting from the Ground Up

“It all started with customer service,” Mark recalls. “Back when we were a single-brand fast fashion business, I was answering customer queries, managing returns, and supporting the online store.”

It was a hands-on, high-energy role, and it quickly showed Mark how every part of the business links back to customer satisfaction. That early exposure shaped how he approaches every role that followed.

‍

Lessons from the Front Line

Working in customer service gave Mark a front-row seat to customer needs, expectations, and frustrations.

“You’re the first line of feedback. That means you learn fast—about communication, speed, and empathy. But more importantly, you start to see how operations behind the scenes either support or let the customer down.” It was this insight that sparked Mark’s transition into broader roles across the business.

A Role for Every Challenge

Mark’s CV within 33 Fulfilment reads like a roadmap for career progression—Customer Service Team Leader, Online Manager, Warehouse Manager, Operations Manager. But which was the toughest?

“That’s difficult,” Mark admits. “Managing the warehouse through three separate moves due to growth was a huge challenge. But stepping into Operations Management—where I had to zoom out and see the entire picture—was the biggest leap. It forced me to think differently.”

The Shift to a Third-Party Logistics Model

Moving from a single-brand fulfilment operation to a full-scale 3PL wasn’t just about scale—it was about mindset.

“We had to completely rethink our structure, systems, and approach. Each client brought a new SOP, a new set of expectations. Our team had to go from knowing one brand inside out to managing multiple brands with precision.”

That evolution demanded agility, adaptability, and strong leadership—and Mark was central to making it happen.‍

Three Warehouses, Three Big Steps

33 Fulfilment and its predecessor’s physical growth has mirrored its commercial growth, with three warehouse moves in just a few years.

“It meant long days and a lot of planning, but each move was an upgrade—more space, better layout, improved efficiency. And we never missed a beat for the brands we support. That’s something I’m proud of.”

Tech That Transforms

Mark also helped lead the integration of an award-winning Warehouse Management System (WMS)—a critical turning point.

“The WMS gave us better visibility, smarter automation, and real-time data for our clients. I was involved in testing and rollout, which helped me understand the tech side more deeply.”

It’s part of what makes Mark a trusted voice for clients—he knows how the system works from the inside out.

Stepping into Business Development

Today, Mark’s role has shifted from managing operations to helping clients solve challenges through strategic partnerships.

“When I speak to clients, I’m not selling a theory. I’ve lived the pain points they’re trying to fix. That builds trust—and it means we can have real conversations about what will work and what won’t.”

Transparency is key, he says. “I don’t hide difficulties—I lean into them and help clients work through them.”

A Human-Centred Approach to Onboarding

For Mark, onboarding isn’t about ticking boxes—it’s about building trust.

“I start by listening. What’s not working? What are they trying to achieve? Then I build a solution around that. I stay close through the onboarding phase, and I keep communication open. No strict slots, no cut-offs—just real conversations, whenever needed.”

He knows clients are people first—often founders living and breathing their brand—and that empathy carries through everything he does.‍

The Brands That Inspire

“I love working with emerging brands that have a strong vision and real passion,” Mark says. “We’ve been part of that journey before, so we can offer guidance and support that actually makes a difference.”

But established brands bring something exciting too. “They challenge us to raise the bar—and we thrive on that.”

Standout Moments

From all the roles and milestones, one moment still stands out.

“Securing my first client as BDM—that was unforgettable. Knowing a brand believes in what we do, and that I helped build that relationship—that’s something I’ll always carry with me.”

Watching the company evolve from a handful of staff to a full-service, multi-client fulfilment partner has been the ultimate reward.

Mark’s Advice for Anyone Starting Out

“Failure is part of the process. If you fall, get up, dust off, and go again. As long as you succeed one more time than you fail, you’ve won.”

He also stresses the importance of knowledge and teamwork.

“Know the whole operation. Clients expect it. And build a team of experts around you—ask questions, stay humble, and never stop learning.”

Whether he’s solving onboarding challenges, building partnerships, or sharing a joke with the warehouse team, Mark’s journey is a great example of what it means to grow with a business—and help others grow in the process.

‍