Program Manager - 3PL After Sales and Reverse Logistics in Coventry

Energy Jobline ZR; Coventry; On-site; GBP 70,000 - 100,000; Full time

Job summary

Energy Jobline ZR is seeking a Program Owner for a European-scope last mile delivery program. You will lead strategic capability improvements and collaborate with Leadership, Country Teams and partners to refine After Sales and Reverse Logistics strategies, ensuring top customer satisfaction across Europe.

You will drive standards, optimize returns processes with 3PLs, and monitor KPIs with cross-functional teams to deliver measurable improvements in customer experience.

Qualifications

• Fluent spoken and written English.
• 5+ years of professional experience in the respective field.
• Bachelor's degree or higher.
• Experience in last mile delivery, ideally returns/reverse logistics.
• Proficient in Office software and strong data analysis skills.
• Strong communication, coordination, and problem-solving abilities in a multi-cultural environment.

Responsibilities

• Lead a core European-scoped program within Last Mile Delivery and After Sales.
• Refine and execute logistics strategy with Leadership Team and Country Teams.
• Collaborate with stakeholders to identify customer experience improvements.
• Define and implement standards for After Sales and Reverse logistics.
• Improve flows with Warehouse/Procurement/Solution Teams, optimize return SLA with 3PLs.
• Monitor KPIs and drive actions with Country and Management Teams.

Skills

Strategic thinking

Program management

Cross-functional coordination

Data analysis

Communication

Problem solving

Education

Bachelor's degree

Tools

Office software

Job description

Job Description

As a Program Owner in the functional Last Mile Delivery Team, you will lead a core program with European scope to strengthen JD Logistics After Sales and Reverse Logistics capabilities, directly impacting customer experience. Your focus will be on:

• Strategic capability improvements
• Refine European After Sales logistics strategy in alignment with Leadership Team, Country Teams and other key stakeholders. Propose improvements and own execution.
• Collaborate with internal stakeholders to identify structural customer experience improvements
• Process definitions and execution of standards
• Define, standardize and improve After Sales and Reverse logistics frameworks and processes, ensuring highest customer satisfaction.
• Partner with Warehouse, Procurement or Solution Teams to enhance After Sales logistics flows, eg. by optimizing the return SLA with 3PLs and Warehouses to reduce parcel return time
• Achieve high parcel tracking information accuracy and 3PL pick-up rate across Europe
• Execute deep dives to identify potential, align them with stakeholders and execute fast
• Performance monitoring and improvements
• Manage After Sales KPIs by ensuring that Country Teams receive KPI data and actions plans are tracked and followed
• Execute daily/weekly KPI monitoring including the reporting of root causes and corrective actions. This includes Country and Management Teams

Requirements

1. Requirements: Fluent spoken and written in English
2. More than 5+ years of professional experience in respective field
3. Education: Bachelor's degree or higher
4. Experience in last mile delivery sector, ideally in returns/reverse logistics role
5. Proficient in Office software and strong data analysis skills
6. Possess a strong sense of responsibility, strong communication and coordination skills, logical thinking and proven problem-solving abilities; ideally in a multi-cultural environment.