Delivery Experience Manager (All Genders)

zooplus AG; London; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A leading online pet platform is seeking a Delivery Experience Manager for the UK and Ireland. This role focuses on enhancing delivery service quality and customer satisfaction, requiring strong logistics experience and project management skills. The position offers a hybrid work setup, allowing for collaboration across European offices while ensuring a pet-first approach in operations.

Benefits

20% discount in zooplus shop

Internal and external training

Team events

Qualifications

• Experience in customer-oriented logistics services.
• Ability to manage projects and identify customer requirements.
• Advanced IT skills, including MS Excel.

Responsibilities

• Oversee and improve delivery service quality and customer experience.
• Manage relationships with Delivery Service Providers (DSPs).
• Develop and implement long-term country strategies.

Skills

Analytical competence

Project management

Problem-solving

Customer-oriented logistics

Fluent English communication

Education

Graduate degree or equivalent

Tools

MS Excel

Job description

Delivery Experience Manager (All Genders)

Full-time

More than 20 years ago, zooplus was one of the first to bring the pet category into the world of eCommerce. Today, we stand strong as Europe’s leading online pet platform, delivering moments of happiness to more than 9 million pet parents each year.

We're on a mission to create joy for pets and their parents, driven by our core values of Care, Courage, Openness, and Simplicity. At the heart of everything we do, they inspire us to grow, raise the bar for our customers and fuel a pet-first business.

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.

Requirements:

• 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:

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

zooplus is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.