Last Mile Logistics Manager

1 week ago

Banana Shire, Australia zooplus Full time
Company Overview

With over two decades of experience, zooplus has established itself as a pioneer in the pet eCommerce sector. Today, we proudly serve as Europe's foremost online pet platform, bringing joy to millions of pet owners annually.

Position Overview

We are seeking a Delivery Experience Manager to ensure our customers across Europe receive exceptional service in line with our stringent quality standards and timelines. The Delivery Experience/Last Mile Team plays a crucial role in zooplus' operational framework. This position serves as a champion for our customers, collaborating with local markets and the EU-wide Operations Team to manage last mile delivery effectively. Responsibilities include setting customer expectations, evaluating market trends, and spearheading projects aimed at enhancing the customer delivery experience. This role reports directly to the central Head of Delivery Experience while working closely with the sales team to elevate customer satisfaction in local markets.

Key Responsibilities:
  1. Enhance customer satisfaction through continuous improvements in delivery quality and service in the designated country.
  2. Increase the reliability of delivery services.
  3. Oversee the implementation of new services and processes with Delivery Service Providers (DSPs).
  4. Identify market innovations to deliver superior and cost-effective delivery solutions.
  5. Serve as the primary contact for strategic communications with DSPs, fostering long-term partnerships.
  6. Track customer satisfaction metrics and prioritize strategies tailored to each market.
  7. Develop a long-term country strategy and annual roadmap to achieve top-tier customer satisfaction.
  8. Facilitate ongoing improvement initiatives in close collaboration with logistics, Sales, Marketing, and Customer Care teams.
Qualifications:
  1. Graduate degree or equivalent in a relevant field.
  2. Proven experience in logistics services.
  3. Background in a customer-focused and dynamic logistics environment.
  4. Comprehensive understanding of methods for assessing customer needs.
  5. Demonstrated project management skills.
  6. Strong analytical abilities and advanced proficiency in IT tools, including MS Excel.
  7. Familiarity with the Last Mile logistics landscape.
  8. Proactive problem-solving approach and results-driven mindset.
  9. Excellent written and verbal communication skills in English; proficiency in Hungarian is a plus.
  10. Willingness to travel as required.
Additional Information

With a dedicated team of over 1,000 professionals across 10 European offices, we believe our success stems from collaboration and leveraging our international strengths. Expect a hybrid work environment that encourages remote collaboration with colleagues in various locations.

Benefits:
  1. 20% discount in our zooplus shop.
  2. Access to internal and external training programs.
  3. Team-building events.
  4. Two additional vacation days and time off on December 24th and 31st.
  5. Private medical care and life insurance coverage.
  6. Multicafeteria system, including a Multisport card.
zooplus is committed to fostering an inclusive workplace and values diversity among all team members.

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