Delivery Experience Manager

TN United Kingdom; London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading company in the logistics sector is seeking a Delivery Experience Manager for the UK and Ireland. This role involves overseeing delivery service quality, managing relationships with service providers, and developing strategies to enhance customer satisfaction. The ideal candidate will possess a graduate degree, strong analytical and problem-solving skills, and experience in logistics services. A hybrid work setup is offered, combining in-office and remote work.

Benefits

20% discount in our shop

Internal and external training

Team events

Qualifications

• Experience in customer-oriented logistics services.
• Ability to manage projects and identify customer requirements.

Responsibilities

• Oversee and improve delivery service quality and customer experience.
• Manage relationships with Delivery Service Providers.
• Develop long-term strategies for customer satisfaction.

Skills

Analytical Competence

Problem-Solving

Communication

Education

Graduate Degree

Tools

MS Excel

Job description

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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.