As the Delivery Experience Manager you will :
* Oversee and improve the delivery service quality and customer experience acting as an advocate for our customers.
* Manage relationships with Delivery Service Providers (DSPs) including contract management and strategic communication.
* Develop and implement long‑term country strategies and annual roadmaps to achieve best‑in‑class customer satisfaction.
* Monitor customer satisfaction trends and set priorities accordingly.
* Coordinate with cross‑functional teams to drive continuous improvement projects in the delivery experience.
* Scout for market innovations to drive superior and cost‑effective delivery solutions.
* Lead as an expert for relevant tools and processes within the Delivery Experience team.
* Align closely with the sales team to advance customer experience in local markets.
Qualifications :
* Graduate degree or equivalent with sound experience in customer‑oriented logistics services
* Demonstrated ability to manage projects and identify customer requirements
* High analytical competence and advanced IT skills including MS Excel
* Profound knowledge of Last Mile market and logistics
* Excellent problem‑solving skills with a result‑oriented approach
* Fluent English communication skills; additional European language is a plus
* Business proficiency in German or French
* Willingness to travel
Additional Information :
With more than 1000 passionate professionals located across 6 European offices we believe our success comes from working together and leveraging our international strengths. Expect a hybrid work setup : 60% in‑office 40% remote collaborating with colleagues across locations.
Our benefits :
* 20% discount in our zooplus shop
* Internal and external training
* Team events
* #LI-Hybrid
* 28 vacation days and days off on 24th and 31st of December
* Corporate rates at a local gym chain (Body & Soul)
* Company mobile phone for work and personal use
zooplus is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.
Remote Work: No
Employment Type: Full‑time
Key Skills
* Project Management Methodology
* Kanban
* Project / Program Management
* Agile
* Waterfall
* Project Leadership
* Application Development
* Project Management
* Scrum
* Microsoft Project
* SDLC
* Project Implementation
Experience: years
Vacancy: 1
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