Delivery Experience Manager France (all genders)

Company Description

More 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 Description

As a Delivery Experience Manager in France, your primary responsibility will be to ensure a seamless and delightful delivery experience for customers. You will be responsible for managing and optimizing the end-to-end delivery process, from order placement to final delivery, with a strong focus on customer satisfaction and operational efficiency.

Key Responsibilities:

1. Customer Experience Management:

• Develop and implement strategies to enhance the overall delivery experience for customers in France.
• Monitor customer feedback and satisfaction levels, identifying areas for improvement and taking proactive measures to address them.
• Collaborate with cross-functional teams, including logistics, operations, customer support, and marketing, to align delivery processes with customer expectations.

2. Delivery Operations:

• Oversee and optimize the entire delivery process, including order processing, shipment tracking, and final delivery.
• Collaborate with third-party logistics providers (3PLs) and couriers to ensure timely and accurate deliveries.
• Implement and enforce delivery standards, policies, and procedures to maintain consistent service quality.

3. Performance Analysis and Reporting:

• Track and analyze key performance indicators (KPIs) related to delivery operations, such as on-time delivery, delivery accuracy, and customer satisfaction.
• Generate regular reports on delivery performance and provide insights to management for decision-making and process improvement.

4. Process Improvement:

• Identify bottlenecks and inefficiencies in the delivery process and develop and implement solutions to streamline operations and improve delivery performance.
• Continuously evaluate and enhance delivery technologies and systems to stay up-to-date with industry best practices.

5. Teamwork:

• Coordinate with the delivery coordinator and procurement department
• Foster a collaborative and customer-centric culture within the team, promoting excellence in service delivery.

Qualifications

• Bachelor's degree in business, logistics, supply chain management, or a related field. Advanced degree is a plus.
• Proven experience in delivery operations management, preferably in the e-commerce or retail industry.
• Strong understanding of logistics and supply chain processes.
• Excellent analytical and problem-solving skills, with the ability to identify trends, patterns, and improvement opportunities.
• Proficiency in data analysis and reporting using tools such as Excel, SQL, or similar software.
• Familiarity with customer experience management strategies and tools.
• Fluent in French and English, both written and verbal.

Additional Information

With 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 or face-to-face at the office.

Our benefits:
🐾 20% discount in our zooplus shop
📖 Internal and external training
🎈 Team events
✈️ 28 vacation days and days off on 24th and 31st of December
🏋️ Corporate rates at a local gym chain (Body & Soul)
📱  Company mobile phone for work and personal use

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.