Delivery Experience Lead

Spark the Change you Want by Joining a leading, national organisation
- Opportunity to make an impact in this exceptional team
- Take the Lead on driving and delivering high performance

ANC is a last mile delivery (LMD) and direct to consumer (D2C) specialist, partnering with many large and emerging retail and e-commerce customers.

Our purpose is to unlock the full potential of a customer's purchase by fulfilling the delivery promise. We do this by being the best at integrated last mile delivery for mixed and complex freight where value is created through exceptional customer outcomes.
- We strive to build exceptional teams that are flexible and offer flexibility.
- We love our clients but obsess over our customers.
- We commit to enhancing brand value, customer sales and reputation.
- We are an extension of our client's brands, ensuring the customer experience is positive and expectations are met.

**The Opportunity**

ANC is seeking to appoint a highly motivated Delivery Experience Lead to encourage, inspire, and support our Delivery Professionals (contracted drivers) to ensure their day-to-day success.

This pivotal role suits someone who loves to be hands on, working with our Delivery Professionals and working with multiple cross-functional teams to produce positive delivery experiences.

You're Excited About This Opportunity Because You Will

**Lead**: Lead, coach and retain a high-performing team of Delivery Professionals. Set your team up for success to work safely and productively. You will be responsible for building a positive culture and will be accountable for ensuring excellent Driver retention rates. You'll partner with Operations Managers and Allocators to create high standards, accountability and build a culture of continuous improvement and growth of our Delivery Professionals. You lead from the front, which means that you will be spending most of your time onsite supporting our Delivery Professionals.

**Own**: Own the execution and communication to the fleet around driver value proposition, driver benefits and retention strategies. You'll be responsible for retention of fleet and ensuring driver teams are trained and developed to allow them to succeed. Your key responsibilities will include, delivering on the onboarding promise, ongoing driver performance, driver support and onsite support.

**Delight customers**: Lead your teams in providing our customers with the best possible experience on each touch point, all the way from initial onsite loading at customer locations, driver-initiated technology touch points, and the last mile delivery experience. You will maintain key quality metrics including DIFOT and NPS. Work with operations teams to provide your team with the tools and resources to achieve these goals.

**Strategise**: Use data to identify pain-points or areas of inefficiency within delivery teams and current processes. Collaborate with operations to design, build, and execute process improvement projects to ensure success for our Delivery Professionals and to improve driver experience, also resulting in an improved customer experience.

**Safety**: Everyone at ANC is responsible for safety. You will work with our Delivery Professionals and operations team to ensure our robust initiatives are being executed to continue to improve driver safety & wellbeing.

We're Excited About You Because
- You're a proven leader.
- You're enthusiastic, energetic, and highly motivated, with a flexible and adaptable attitude for our diverse environment.
- You're a patient and positive communicator with strong verbal and written skills.
- You're experienced in improving driver engagement levels.
- You have experience working within the transport industry, particularly a thorough understanding of transport departments, their activities and general industry conditions and types of services offered by ANC.
- You're tech savvy with good computer skills, able to easily work in Microsoft Word, Excel and PowerPoint.