(Senior) Delivery Experience Manager (DE) (f/m/d)

Job description

We are looking for a (Senior) Delivery Experience Manager (DE) (f/m/d), 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 supports the local market and the EU-wide operating Delivery Experience/Last Mile Team in the management of last mile delivery, which is monitoring and improving our partners performance, searching for new services and supporting projects. All in accordance to our business principles: Keeping a trusting long-term partnership with our delivery service providers (DSP) to achieve the best for our customers. This role is a direct report to the local Head of Delivery Experience, but at the same time aligns closely with the sales team to advance customer experience in local markets. 


  • Boost customer experience through ongoing improvement of delivery quality and customer experience in the respective country
  • Monitor DSP performance to ensure a best-in-class service to zooplus customers
  • 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
  • Organize & run regular review meetings with service providers (Regular Business Review Meetings)

Requirements

  • Graduate degree or equivalent in relevant discipline
  • Sound experience in logistics services, especially with courier & express delivery
  • Previous experience working in a highly customer oriented and challenging logistics-based business
  • Broad knowledge about the B2C last mile market in your countries
  • Demonstrated ability to manage projects/ basic knowledge in project management
  • High analytical competence and advanced IT skills including MS Excel
  • profound knowledge of the German Last Mile market and logistics
  • Problem-solving and result-oriented way of working
  • Excellent written and verbal communication skills in German and in English
  • Willingness to travel 


What makes zooplus a great place to work


  • Motivated and friendly teams from over 50 nationalities
  • Dedicated buddy to support your proper on-boarding
  • A partnership with a selected gym
  • A can-not-be-more-central location in Munich
  • Flexible working hours and healthy work-life balance with 28 vacation days (plus Dec 24th and 31st)
  • Modern work spaces, state-of-the-art equipment and mobile phones
  • Continuous development through internal and external training opportunities
  • Employee discount for all company shops
  • Company pension scheme
  • Company events