Delivery Experience Leader

2 days ago

Sydney, New South Wales, Australia beBeeCustomerExperience Full time $100,000 - $140,000
Job Description

As a key member of our delivery team, you will be responsible for leading the last-mile transport and delivery operations.

You will work closely with logistics providers, customer support, drivers, and internal stakeholders to ensure seamless customer experience from our warehouse to their front door.

Key Responsibilities:
  • Oversee and optimize routing, scheduling, and planning for all customer deliveries
  • Lead the improvement of last-mile delivery strategy to deliver service excellence and global best practice
  • Execute and continually refine our transport and delivery strategy aligned to broader business goals
  • Ensure full compliance with safety standards, Chain of Responsibility (CoR) and transport regulations
  • Drive the implementation of advanced delivery booking and routing systems to enhance performance and customer satisfaction
  • Manage driver training, accreditation and operational development programs
  • Partner with transport providers to maintain benchmark delivery standards and improve Net Promoter Score (NPS)
  • Monitor and control delivery costs by improving route efficiency and reducing operational waste
  • Act as the escalation point for complex customer delivery issues, ensuring timely and effective resolution
  • Lead and mentor the delivery experience team, identifying skill gaps and building capability through coaching and support
Required Skills & Qualifications
  • At least 3 years of experience leading logistics or delivery teams in a last-mile delivery environment
  • Deep knowledge of logistics, transport compliance and delivery best practices
  • Proactive problem solver, capable of anticipating challenges and driving operational improvements
  • Confident using data and analytics to inform strategy, optimize routing, and drive efficiency
  • Customer-obsessed, with a focus on delivering an exceptional post-sale experience
  • Skilled people leader who inspires performance, builds capability and creates a collaborative team culture
  • Excellent organization, time management and conflict resolution skills
  • Confident communicating with stakeholders at all levels — from drivers to senior leadership
  • Competent with digital tools and systems and keen to adopt technologies that enhance delivery operations

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