Senior Delivery Experience Manager

We are looking for a (Senior) Delivery Experience Manager (f/m/d), to supply our customers across Europe in accordance with our high-quality standards and lead times as well as further development of our service. The Delivery Experience/Last Mile Team is an integral part of zooplus' operations.

This role acts as advocate for our customers and supports the local market and the EU-wide Operations Team in the management of last mile delivery, which is setting the customer expectations and the benchmark per market, evaluating market developments and services and coordinating projects aiming on an amazing customer delivery experience. All in accordance with our business principles: Put the customer in the center of everything we do. This role is a direct report to the central Head of Delivery Experience, but at the same time aligns closely with the sales team to advance customer experience in local markets.

• Boost customer experience through ongoing improvement of delivery quality and customer experience in the respective country.
• Improve the reliability of the delivery service.
• Coordinate rollouts of new services and procedures with Delivery Service Providers (DSPs)
• Scout market innovation to drive superior and/or more cost-effective delivery solutions.
• Focal point of contact for strategic communication with DSPs as well as managing DSP relationship for long term cooperation
• Monitor development of customer satisfaction and set the right priorities and strategies per market.
• Set up long term country strategy, as well as annual roadmap, to achieve the best-in-class customer satisfaction.
• Coordinate continuous improvement projects, in close collaboration with logistics, Sales and Marketing and Customer Care.

Requirements

• Graduate degree or equivalent in relevant discipline
• Sound experience in logistics services.
• Previous experience working in a highly customer oriented and challenging logistics-based business.
• Broad knowledge about methods for identifying customer requirements.
• Demonstrated ability to manage projects/
• High analytical competence and advanced IT skills including MS Excel
• Profound knowledge of the Spanish Last Mile market and logistics
• Problem-solving, self-driven and result-oriented way of working
• Excellent written and verbal communication skills in Italian and in English
• Willingness to travel