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Delivery Experience Manager

hace 2 meses

Madrid, Madrid, España zooplus SE A tiempo completo
Job Description

We are seeking a highly skilled Delivery Experience Manager to join our team at zooplus SE. As a key member of our operations team, you will be responsible for ensuring the highest level of customer satisfaction through the delivery of our products across Europe.

The ideal candidate will have a strong background in logistics services, with experience in managing projects and teams. You will be responsible for coordinating the rollout of new services and procedures with our delivery service providers, as well as scouting market innovations to drive superior and/or more cost-effective delivery solutions.

As a focal point of contact for strategic communication with our delivery service providers, you will be responsible for managing their relationships and ensuring long-term cooperation. You will also be responsible for monitoring customer satisfaction and setting the right priorities and strategies per market.

We are looking for a candidate who is highly analytical, with advanced IT skills and the ability to work in a fast-paced environment. You will be required to travel occasionally and have excellent written and verbal communication skills in English and Spanish.

Key Responsibilities:
  • 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 Spanish and in English
  • Willingness to travel
What We Offer:
  • 20% discount in our zooplus shop
  • Internal and external training
  • Team events
  • #LI-Hybrid 28 Annual Vacation Days
  • Private Medical Health Insurance
  • Hybrid working model (up to 40% remote)

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