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Delivery Experience Specialist

hace 2 meses

Madrid Centro, Madrid, España zooplus A tiempo completo

About zooplus

zooplus is a leading online pet platform, delivering moments of happiness to over 9 million pet parents each year. Our mission is to create joy for pets and their parents, driven by our core values of Care, Courage, Openness, and Simplicity.

Job Overview

We are seeking a highly skilled Logistics Manager to join our Delivery Experience Team. As a key member of our operations team, you will be responsible for ensuring our customers across Europe receive their orders in accordance with our high-quality standards and lead times.

Key Responsibilities

  1. Customer Experience - Boost customer satisfaction through ongoing improvement of delivery quality and customer experience in the respective country.
  2. Delivery Reliability - Improve the reliability of the delivery service to meet customer expectations.
  3. Service Development - Coordinate rollouts of new services and procedures with Delivery Service Providers (DSPs) to enhance the customer experience.
  4. Market Innovation - Scout market innovation to drive superior and/or more cost-effective delivery solutions.
  5. Relationship Management - Act as the focal point of contact for strategic communication with DSPs and manage DSP relationships for long-term cooperation.
  6. Performance Monitoring - Monitor the development of customer satisfaction and set the right priorities and strategies per market.
  7. Country Strategy - Set up long-term country strategy, as well as an annual roadmap, to achieve best-in-class customer satisfaction.
  8. Collaboration - Coordinate continuous improvement projects in close collaboration with logistics, Sales, Marketing, and Customer Care.

Requirements

  • Graduate degree or equivalent in a 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 English.
  • Willingness to travel.