At a Glance
- Tasks: Lead and optimise last mile delivery operations for a fast-paced retail company.
- Company: Join Zapp, a trailblazer in on-demand retail with a focus on speed and quality.
- Benefits: Competitive salary, equity package, private health insurance, and generous leave policies.
- Other info: Dynamic environment with opportunities to innovate and challenge the status quo.
- Why this job: Shape the future of delivery operations and make a real impact on customer experience.
- Qualifications: 10+ years in delivery operations with strong leadership and analytical skills.
The predicted salary is between 63000 - 77000 £ per year.
Location: Nine Elms, London
Working Pattern: Full-time, on-site
About Zapp
Zapp is on a mission to redefine on-demand retail. We deliver everyday essentials to customers' doors in minutes, combining technology, operational excellence, and an uncompromising focus on customer experience. We're building a business where speed, reliability, and quality go hand in hand — and our delivery operation is at the heart of making that happen.
The Role
We're looking for an exceptional Director, Last Mile & Delivery Operations to own and elevate one of the most critical parts of our business: getting orders into customers' hands as quickly, reliably, and efficiently as possible. This is a high-impact leadership role with end-to-end ownership of our delivery operations, including delivery partner and rider management, delivery speed, operational performance, and cost efficiency.
You'll be responsible for ensuring consistently fast end-to-end delivery times, from the moment a customer places an order to the moment it arrives at their door. This means optimising every stage of the delivery journey, building and managing high-performing rider operations and delivery partnerships, and working cross-functionally to remove bottlenecks and continuously improve performance.
We're looking for someone with deep, hands-on experience specifically in last mile and delivery operations, who combines strategic thinking with a relentless bias for action. Someone who is equally comfortable defining a long-term operating strategy, diving deep into performance data, and getting into the operational details to solve problems.
What You'll Own
- Own End-to-End Delivery Performance
- Take full accountability for end-to-end delivery times, reliability, and customer delivery experience, from order placement through to successful delivery.
- Drive consistently fast delivery times by identifying and eliminating bottlenecks across order preparation, dispatch, rider assignment, pickup, and delivery.
- Define and own key delivery KPIs, establishing clear performance targets and a culture of continuous improvement.
- Work closely with Store Operations, Product, Engineering, and Data teams to optimise the entire delivery journey.
- Lead Delivery Partner & Rider Operations
- Own the performance and management of delivery partners and rider operations, ensuring sufficient capacity, high service standards, and operational reliability.
- Build strong relationships with external delivery partners, setting clear expectations, performance standards, and accountability.
- Optimise rider availability, utilisation, scheduling, and productivity to match customer demand while maintaining fast delivery times.
- Develop scalable processes and performance management frameworks to improve rider and partner performance, engagement, and retention.
- Ensure rider safety, operational compliance, and a high-quality rider experience.
- Drive Operational Efficiency & Unit Economics
- Own and continuously optimise delivery economics, balancing speed, customer experience, and cost per delivery.
- Identify opportunities to improve rider productivity, delivery capacity utilisation, and operational efficiency.
- Build robust forecasting and capacity-planning capabilities to ensure delivery supply meets demand across locations and peak periods.
- Drive structural improvements to create a more efficient, scalable, and sustainable delivery operation.
- Build, Lead & Continuously Improve
- Lead and develop high-performing teams with clear accountability for operational outcomes.
- Establish a rigorous, data-driven operating rhythm to monitor performance, identify issues, and drive rapid improvements.
- Partner closely with Product, Engineering, Finance, and wider Operations teams to develop technology-enabled solutions to operational challenges.
- Lead strategic initiatives and operational improvements that strengthen Zapp's delivery proposition and competitive advantage.
What We're Looking For
- Directly relevant industry experience: Proven, hands-on experience specifically in last mile and delivery operations, ideally within quick commerce, on-demand delivery, food delivery, or a closely related delivery-focused business.
- Minimum 10 years of professional experience: At least 10 years of overall professional experience, including significant experience managing and scaling last mile delivery operations.
- Proven operational leadership: A strong track record of leading complex, high-volume, time-critical delivery operations and delivering measurable improvements in speed, reliability, and efficiency.
- Delivery partner and rider management: Strong experience managing delivery fleets, rider operations, and/or third-party delivery partners, with a track record of improving performance, reliability, and productivity.
- End-to-end delivery expertise: Deep understanding of the operational drivers of delivery speed, including dispatch, rider availability, pickup efficiency, routing, and capacity planning.
- Strong commercial acumen: Demonstrated ability to improve delivery unit economics while maintaining exceptional service levels.
- Analytical rigour: Exceptional ability to use data to diagnose operational problems, identify opportunities, and deliver measurable results.
- Strategic and hands-on: Able to define a long-term vision while being willing to get into the details and personally drive execution.
- People and stakeholder leadership: Experience building high-performing teams, managing external partners, and influencing cross-functional stakeholders.
- Bias for action: Thrives in fast-paced, high-expectation environments, moves quickly, and takes full ownership of outcomes.
- High standards: A relentless focus on speed, reliability, customer experience, and continuous improvement.
Why Join Zapp?
This is an opportunity to take ownership of a mission-critical function at a business where delivery speed and operational excellence are fundamental to the customer proposition. You'll have the autonomy to shape our delivery strategy, manage critical delivery partnerships, and drive meaningful improvements to how quickly and efficiently we get orders into customers' hands.
We're looking for people who want to build, challenge conventional thinking, and set a new standard for what great delivery operations can look like.
Of course we also offer:
- Competitive salary & equity package.
- Private Health Insurance (Bupa).
- Zapp Credit for testing the Zapp service and experience.
- Extended sick pay and maternity/paternity leave pay.
- 25 days annual leave, excluding UK Bank Holidays.
- Healthy lunch provided 4 days of a week at HQ.
Director, Last Mile & Delivery Operations in London employer: Zapp
Zapp is an exceptional employer, offering a dynamic work environment in the heart of Nine Elms, London, where innovation and growth are at the forefront. With a strong focus on employee development, competitive benefits including private health insurance and generous leave policies, Zapp fosters a culture of collaboration and high performance, making it an ideal place for those looking to make a significant impact in the convenience retail sector.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Last Mile & Delivery Operations in London
✨Get Involved in Industry Events
Logistics and supply chain are all about networking, so hit up those trade shows and local meetups. Places like the UK's Logistics and Supply Chain conference can be goldmines for connecting with potential employers like Zapp and learning about the latest trends in the industry.
✨Leverage Online Communities
Join forums and LinkedIn groups specifically for logistics professionals. Share your insights and ask questions to get noticed. Being active in these spaces can help you establish credibility and might just lead to an opportunity at Zapp!
✨Showcase Your Skills with a Portfolio
Even if it’s a full-time gig, having a portfolio can really set you apart. Include case studies or projects that demonstrate your understanding of supply chain management, logistics software, or solving operational challenges. You’d be surprised at how much this can impress hiring managers.
✨Apply Directly Through Our Website
Don't forget the power of applying directly through our website! A lot of companies like Zapp keep job postings exclusive to their sites. This way, you can easily keep track of your applications and ensure your profile is in front of the right people.
We think you need these skills to ace Director, Last Mile & Delivery Operations in London
Some tips for your application 🫡
Show Your Supply Chain Savvy:In your CV and cover letter, make sure to highlight your understanding of logistics and supply chain management principles. Mention any relevant courses you've taken or tools you've used, like inventory management software or data analysis platforms, to showcase your skills and keep up with best practices in the industry.
Quantify Your Achievements:When detailing your previous work experience, remember to use numbers wherever possible. Did you improve delivery times by a specific percentage? Did you help reduce costs? These kinds of quantified achievements not only catch the eye but also demonstrate your capability in the logistics sector.
Tailor Your Cover Letter to Zapp:This is your chance to really connect with the team at Zapp. In your cover letter, express why you're passionate about supply chain logistics and how your goals align with the company’s mission. A little personalisation goes a long way!
Include Relevant Certifications:If you've got any certifications related to logistics or supply chain management—like APICS or Six Sigma—make sure you flaunt them! These show that you're committed to your professional development and can set you apart from other candidates.
How to prepare for a job interview at Zapp
✨Know Your Logistics Tools
Make sure you're familiar with key logistics software and tools like SAP or Oracle ERP. These are often used in the industry, and being able to demonstrate your knowledge or experience with them can really set you apart during your interview with Zapp.
✨Perfect Your Problem-Solving Skills
Expect to tackle scenarios that showcase your problem-solving skills. Think about past experiences where you've had to optimise supply chains or handle logistics challenges. Have a few examples ready to discuss how you made decisions that led to improvements.
✨Show Your Team Spirit
Supply chain roles heavily rely on teamwork and communication. Be prepared to discuss how you've collaborated with others in previous roles. Maybe share a time when you coordinated with a team to resolve a logistical hiccup. This can show Zapp that you're a team player!
✨Understand the Big Picture
Be ready to talk about the broader logistics and supply chain trends. Having insights into current challenges in the industry, like sustainability or lead times, can impress the interviewers at Zapp. Show them you’re not just focused on the day-to-day but also have a strategic mindset!
