(Senior) Delivery Experience Manager

Job description

Founded in 1999, zooplus has grown to become Europe’s largest e-Commerce retailer of pet food and supplies. With annual double-digit growth rate and revenue of over €1.8 billion in 2020, we have already successfully established our business model in 30 European countries and are expecting further sustainable growth in the years ahead.

As (Senior) Delivery Experience Manager, you will act as advocate for our UK and Irish customers by supporting the local market and the EU-wide Operations Team in the management of last mile delivery in accordance with our high-quality standards and lead time targets, as well as the ongoing development of our service. You will be responsible for setting the customer expectations and benchmark per market, evaluating market developments and coordinating projects focused on providing an amazing customer delivery experience – all in accordance to our core business principle: putting the customer in the centre of everything we do.

zooplus offers a Hybrid working model. This role is based either from our Oxford (City Centre) or Coventry (Fulfillment Centre) Office.


Key responsibilities:

  • Boost customer experience through the ongoing improvement of delivery quality and customer experience in the UK and Irish markets
  • 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 & Marketing, and Customer Care.

What we are looking for:

  • Graduate degree or equivalent in relevant discipline
  • Previous experience working in a highly customer oriented and challenging logistics-based business, with significant experience in logistics services
  • Deep knowledge of the Last Mile market in the UK
  • Broad knowledge about methods for identifying customer requirements
  • Demonstrated ability to manage projects
  • High analytical competence and advanced IT skills including MS Excel
  • Problem-solving, self-driven and result-oriented way of working
  • Excellent written and verbal communication skills in English
  • Willingness to travel 

To apply, please email a copy of your CV and a covering letter explaining why you think you should be considered for this role to personnel@zooplus.co.uk