Senior Delivery Experience Manager with Spanish

hace 2 semanas

Barcelona, Barcelona, España Zooplus Services Ltd A tiempo completo

About Zooplus Services Ltd

Zooplus Services Ltd 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 Summary

We are seeking a highly skilled Senior Delivery Experience Manager with Spanish to join our Operations Logistics team. As a key member of our Delivery Experience/Last Mile 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

  • Advocate for Customers: Act as a champion for our customers, ensuring their needs are met and expectations are exceeded.
  • Manage Last Mile Delivery: Oversee the management of last mile delivery, setting customer expectations and benchmarks per market, evaluating market developments and services, and coordinating projects to enhance customer delivery experience.
  • Coordinate with Delivery Service Providers: Collaborate with Delivery Service Providers (DSPs) to roll out new services and procedures, scout market innovation, and drive superior and/or more cost-effective delivery solutions.
  • Monitor Customer Satisfaction: Track customer satisfaction and set priorities and strategies per market to achieve best-in-class customer satisfaction.
  • Develop Country Strategy: Establish long-term country strategies and annual roadmaps to achieve exceptional customer satisfaction.
  • Lead Continuous Improvement Projects: Coordinate continuous improvement projects in collaboration with logistics, sales, marketing, and customer care teams.

Requirements

  • Graduate Degree: Hold a graduate degree or equivalent in a relevant discipline.
  • Logistics Experience: Possess sound experience in logistics services and a proven track record of working in a highly customer-oriented and challenging logistics-based business.
  • Analytical Skills: Demonstrate high analytical competence and advanced IT skills, including MS Excel.
  • Language Skills: Possess excellent written and verbal communication skills in Italian and English, with a profound knowledge of the Spanish Last Mile market and logistics.
  • Problem-Solving Skills: Exhibit problem-solving, self-driven, and result-oriented work habits.

What We Offer

As a member of our team, you can expect to work in a hybrid environment, collaborating with colleagues in different locations remotely. We are committed to equal opportunity and value diversity and inclusion.

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