Company DescriptionMore 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 DescriptionWe are looking for a Delivery Experience Manager to supply our customers across Europe in accordance with our high-quality standards and lead times as well as further development of our service. The Delivery Experience/Last Mile Team is an integral part of zooplus' operations. This role acts as an advocate for our customers and supports the local market and the EU-wide Operations Team in the management of last mile delivery, setting customer expectations and benchmarks per market, evaluating market developments and services, and coordinating projects aimed at providing an amazing customer delivery experience. This role is a direct report to the central Head of Delivery Experience but aligns closely with the sales team to advance customer experience in local markets.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 innovations to drive superior and/or more cost-effective delivery solutions.Act as the focal point of contact for strategic communication with DSPs and manage DSP relationships for long-term cooperation.Monitor customer satisfaction development and set the right priorities and strategies per market.Set up long-term country strategy and annual roadmap to achieve best-in-class customer satisfaction.Coordinate continuous improvement projects in close collaboration with logistics, Sales, Marketing, and Customer Care.Qualifications: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 of methods for identifying customer requirements.Demonstrated ability to manage projects.High analytical competence and advanced IT skills including MS Excel.Knowledge of the Last Mile market and logistics.Problem-solving, self-driven, and result-oriented work style.Excellent written and verbal communication skills in English; Hungarian language would be a plus.Willingness to travel.Additional InformationWith 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 remotely.Our benefits:20% discount in our zooplus shop.Internal and external training.Team events.Two extra vacation days and days off on 24th and 31st of December.Private medical care and life insurance.Multicafeteria system including Multisport card.Want to know more? Learn more about who we are and what we do and visit our LinkedIn company profile.zooplus is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.
#J-18808-Ljbffr
