Customer Delivery Manager

M4 Specialist are working in partnership with one of the UK’s largest employee-owned businesses to recruit for their flagship delivery hub based in Park Royal, London. What sets our client apart from others is their unique structure. Unlike other businesses, every individual working within the Partnership is not simply an employee but a Partner. This means that every person shares in the responsibility for the company’s success and, equally, in the rewards when that success is achieved. Role Overview: As a strategic leader, you will oversee the end-to-end operations of a Customer Delivery Hub (CDH), ensuring the execution of flawless processes that not only meet but exceed the Partnership’s expectations. Your role will be pivotal in driving operational excellence and fostering a high-performance culture across multiple functions. In partnership with the CDH management team, you will lead and optimize critical functions, including warehousing, customer delivery, and administrative operations. You will be directly responsible for driving the operational performance of your designated area while contributing to the overall success of the hub. You will inspire your team by fostering a culture of ownership and accountability, developing Partners to drive continuous improvement in all KPIs. This will ensure sustained customer loyalty, satisfaction, and operational integrity, aligning with the company’s ethos. Key Responsibilities & Accountabilities: * Strategic Change Leadership: Lead the development and execution of both local and network-wide change projects. Drive transformation initiatives that support operational improvements and align with the broader business strategy, ensuring high accountability for outcomes. * Resource Optimization and Team Motivation: Take full ownership of resource planning and workforce deployment, ensuring that the right skills and staffing levels are in place to meet the forecasted demands. Motivate and lead your team of Partners to execute operational plans with efficiency and high performance. * Health & Safety Excellence: Champion a culture of safety by setting and maintaining the highest health and safety standards across the site. Ensure the application of risk management processes, compliance with legislation, and the creation of a safe working environment. * Comprehensive Supply Chain Expertise: Leverage your in-depth knowledge of the end-to-end supply chain to enhance operational performance, ensuring seamless delivery of products and services that align with customer expectations. * Head of Branch Leadership (HOB): Take on the leadership responsibilities of Head of Branch when required, overseeing operations and driving performance at a strategic level across all site functions. * Workforce Planning and Third-Party Management: Ensure optimal resource allocation by effectively managing headcount levels in line with forecasted delivery volumes. Proactively collaborate with external agencies to meet temporary staffing needs when necessary. * Performance Management & Reporting: Provide insightful oversight of site performance, ensuring timely analysis of key metrics, operational reporting, and comprehensive audits. Hold the team accountable for achieving business goals and compliance standards. Measures of Success: * Achievement of all critical site KPIs, driving operational success. * High Net Promoter Scores (NPS), reflecting exceptional customer satisfaction. * Management and reduction of driver infringements. * Effective fleet management, ensuring optimal use of assets. * Successful completion of site audits and full compliance with internal standards. * Strong management of Profit & Loss (P&L), ensuring financial efficiency and effectiveness. * Delivery of On Time In Full (OTIF) performance within established targets. * Low absenteeism, ensuring a reliable and engaged workforce. * Timely and accurate health and safety reporting, with a proactive approach to managing risks. * Consistent performance reviews and objective setting for direct reports, ensuring alignment with broader organizational goals. * Accurate forecasting of delivery volumes and effective capacity planning. * Continuous focus on improving OTIF performance, ensuring operational excellence. Requirement of the successful candidate: ● You will have experience in managing or leading a team, ideally within a delivery or warehouse operation. ● Excellent communication and engagement skills ● Excellent time management and prioritisation skills. ● Leadership skills ● Stakeholder management If this is of any relevance to your current / previous work experience, please could you contact Jamie White at M4 Specialist Hemel Branch on (phone number removed)