Delivery Services Strategy Manager (Hybrid)

At Nespresso, we place people and specialty coffee at the heart of what we do. As part of our team, you'll be empowered to inspire, care, act, and innovate to reach your full potential and reimagine what coffee can be. As a certified B Corporation, we're committed to driving our triple bottom line – People, Profit, and Planet – by delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other, channeling our growth-minded spirit to set new standards in global coffee culture. Quality, sustainability, diversity, and inclusion are core to who we are and critical to our vision of driving positive change. Throughout our factories, boutiques, and office locations, Nespresso careers are brimming with best-in-class opportunities for your development and growth. Join us!

 

POSITION SUMMARY

This  Delivery Services Srategy Manager is responsible for setting the foundation, strategy, and approach for Delivery Services at Nespresso, including creating new services, defining service positioning, expanding service offerings, and enhancing customer experience. This is a hybrid role based in the Manhattan, NY Nespresso corporate office.

 

RESPONSIBILITIES

 

Strategy:

 

• Create, lead, and implement strategies for Transportation Delivery Services
• Identify opportunities to expand and enhance delivery service offerings
• Partner cross-functionally to develop customer communication strategies
• Establish targets, benchmarks, and performance metrics for delivery services
• Develop and track post-service metrics to measure success and adoption
• Leverage TMS platform to enhance post-purchase customer experience
• Co-lead the DNR (dynamic network review) to optimize service and warehouse positioning

 

Customer Experience:

 

• Define and manage delivery service customer experience plans and roadmaps
• Partner cross-functionally (CRM, CRC, eComm) to align on customer communication
• Leverage carrier technology to enhance and streamline customer communication
• Collaborate with eCommerce on website, FAQ, and service-related customer communications

 

Sustainability:

 

• Develop and implement delivery service strategies focused on sustainability and recycling
• Create and enhance services to increase customer recycling rates

 

 

Continuous Improvement:

 

• Implement continuous improvement programs with suppliers to review and enhance service performance
• Develop and manage customer surveys on delivery experience

 

 

Reporting & Analytics:

 

• Utilize TMS systems to enhance delivery and customer experience
• Develop and maintain Power BI dashboards for delivery service data and costs
• Leverage AI to support data automation
• Prepare reports and analysis for monthly and quarterly performance reviews with third parties
• Maintain and communicate financial and performance data related to delivery services

 

 

REQUIREMENTS

 

• Bachelor’s degree in Supply Chain or related field, or equivalent experience
• 5+ years of professional experience in supply chain, logistics, or transportation
• Experience developing and leading functional strategies
• Proficiency in Microsoft Word, Excel, and PowerPoint
• Understanding of internal controls and quality audit expectations
• Knowledge of transportation, delivery services, and end-to-end supply chain
• Experience with ERP (Enterprise Resource Planning), OMS (Order Management System), and TMS (Transportation Management System) systems

 

SKILLS

 

• Advanced problem-solving, analytical, and decision-making skills