Job Description
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 1,000 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.