Delivery Experience Manager

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As the Delivery Experience Manager for UK and Ireland, you will:

• Oversee and improve the delivery service quality and customer experience, acting as an advocate for our customers.
• Manage relationships with Delivery Service Providers (DSPs), including contract management and strategic communication.
• Develop and implement long-term country strategies and annual roadmaps to achieve best-in-class customer satisfaction.
• Monitor customer satisfaction trends and set priorities accordingly.
• Coordinate with cross-functional teams to drive continuous improvement projects in the delivery experience.
• Scout for market innovations to drive superior and cost-effective delivery solutions.
• Lead as an expert for relevant tools and processes within the Delivery Experience team.
• Align closely with the sales team to advance customer experience in local markets.

Job Description

As the Delivery Experience Manager for UK and Ireland, you will:

• Oversee and improve the delivery service quality and customer experience, acting as an advocate for our customers.
• Manage relationships with Delivery Service Providers (DSPs), including contract management and strategic communication.
• Develop and implement long-term country strategies and annual roadmaps to achieve best-in-class customer satisfaction.
• Monitor customer satisfaction trends and set priorities accordingly.
• Coordinate with cross-functional teams to drive continuous improvement projects in the delivery experience.
• Scout for market innovations to drive superior and cost-effective delivery solutions.
• Lead as an expert for relevant tools and processes within the Delivery Experience team.
• Align closely with the sales team to advance customer experience in local markets.

Qualifications

• Graduate degree or equivalent with sound experience in customer-oriented logistics services
• Demonstrated ability to manage projects and identify customer requirements
• High analytical competence and advanced IT skills, including MS Excel
• Profound knowledge of the UK and Ireland Last Mile market and logistics
• Excellent problem-solving skills with a result-oriented approach
• Fluent English communication skills; additional European language is a plus
• Willingness to travel

Additional Information

Additional Information:
With more than 1,000 passionate professionals located across 6 European offices, we believe our success comes from working together and leveraging our international strengths. Expect a hybrid work setup: 60% in-office, 40% remote , collaborating with colleagues across locations.
Our benefits:
20% discount in our zooplus shop
Internal and external training
Team events
#LI-Hybrid
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zooplus is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.

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