Delivery Experience Manager France

hace 8 meses

Madrid, España zooplus SE A tiempo completo

Company Description

More than 20 years ago, zooplus was one of the first to bring the pet category into the world of eCommerce. Today, we stand strong as Europe’s leading online pet platform, delivering moments of happiness to more than 9 million pet parents each year.

**Job Description**:
To supply our customers across Europe quickly and in accordance with our high-quality standards and lead times, the Delivery Experience Team is an integral part of the zooplus operations.
The Delivery Experience Manager 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 a amazing customer delivery experience. All in accordance to our business principles: Put the customer in the center of everything we do.

**Your tasks**:

- Build effective working relationships with internal Logistics and Operations stakeholders, developing understanding of zooplus' logistics operations.
- Act as Logistics representative for the local teams; collaborating with direct marketing and shop colleagues to help plan sales activities in line with logistics capacities.
- Monitor competitor's delivery standards and benchmarks to ensure a best-in-class service to zooplus customers.
- Consult Customer Care with operational service issues and identify potential improvements.
- Measure, monitor, and optimize the delivery service performance and customer satisfaction leading to improvement opportunities (on-time delivery, quality and value-added benefits).
- Participate in development of existing transportation services and assume ownership of the implementation of market specific initiatives.
- Boost customer experience through ongoing improvement of operations and delivery quality in the respective local
- Organize regular review meetings with carriers in line with the strategic plan
- Develop country strategy of order lifecycle and implement by using annual roadmap per market.

**Qualifications**:

- Bachelor or master’s degree in business, ideally with a focus on Logistics / Supply Chain.
- Sound professional experience in logistics services and/or transportation, especially with courier / express delivery.
- Broad knowledge of the B2C last mile market in the French region.
- High analytical competence and advanced IT skills including MS Excel.
- Excellent written and verbal communication skills in French and English.
- Willingness to travel occasional.

Additional Information

With more than 1,000 passionate professionals located across 10 European offices, we believe our success comes from working together and leveraging our international strengths. Expect to work in a hybrid environment, collaborating with colleagues in different locations.

**Our benefits**:
20% discount in our zooplus shop

Internal and external training

Team events

✈️ 28 Annual Vacation Days

Private Medical Health Insurance
- Hybrid working model (up to 40% remote)

Want to know more? Learn more about who we are and what we do and visit our LinkedIn company profile.

LI-Hybrid

zooplus is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.

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