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hace 2 meses
We are seeking a highly skilled Delivery Experience Manager to join our team at Zooplus. As a key member of our Operations & Logistics department, you will be responsible for ensuring the highest level of customer satisfaction through the delivery of our products across Europe.
Key Responsibilities- Customer Experience Advocate: Act as a champion for our customers, ensuring their needs are met and exceeded through the delivery experience.
- Last Mile Delivery Management: Collaborate with the EU-wide Operations Team to manage last mile delivery, setting customer expectations and benchmarks for each market.
- Market Development and Innovation: Scout for market innovations to drive superior and/or more cost-effective delivery solutions, ensuring we stay ahead of the competition.
- Strategic Communication and Relationship Management: Foster strong relationships with Delivery Service Providers (DSPs), coordinating rollouts of new services and procedures to enhance the delivery experience.
- Customer Satisfaction Monitoring: Continuously monitor customer satisfaction and set priorities and strategies to achieve best-in-class results per market.
- Country Strategy and Roadmap Development: Establish long-term country strategies and annual roadmaps to drive customer satisfaction and delivery excellence.
- Collaboration and Project Management: Work closely with logistics, Sales, Marketing, and Customer Care teams to drive continuous improvement projects and enhance the delivery experience.
- Graduate Degree or Equivalent: A degree in a relevant field or equivalent experience.
- Logistics Experience: Proven experience in logistics services, with a strong understanding of customer requirements and delivery processes.
- Customer-Oriented and Analytical Skills: Excellent analytical and problem-solving skills, with the ability to manage projects and drive results.
- Language Skills: Proficient in Spanish and English, with excellent written and verbal communication skills.
- Travel and Adaptability: Willingness to travel and adapt to changing circumstances, with a strong ability to work in a hybrid environment.
Zooplus is a leading online pet platform, delivering moments of happiness to over 9 million pet parents each year. We are committed to equal opportunity and value diversity and inclusion in our team.
