Carrier Manager

Responsibilities

• Lead quality and performance initiatives across carrier operations to ensure high service standards
• Manage the end-to-end carrier performance framework including KPIs and SLAs
• Drive improvements in returns operational effectiveness and marketplace returns management
• Identify trends and root causes using data-driven insights to resolve service gaps
• Manage claims to reduce refunds and improve cash recovery
• Collaborate with internal stakeholders including DC operations, Finance, Procurement, and Tech
• Lead final mile carrier and return carrier integrations
• Develop and implement carrier performance scorecards and supplier claims management systems
• Support sustainability initiatives and internal staff delivery propositions

Requirements

• 5+ years of experience in the carrier and logistics industry (UK & International)
• Strong understanding of carrier and returns management providers
• Familiarity with marketplace delivery and returns models
• Proven ability to thrive in fast-paced, high-growth environments
• Strong data analysis and decision-making skills
• Excellent communication, persuasion, and stakeholder management abilities
• Ability to manage complex projects and drive continuous improvement

Benefits

• Highly competitive bonus scheme, company pension, share schemes, private medical cover, and life assurance
• Access to an on-site gym and free weekly yoga and fitness classes
• 40% discount across four brands and 20% off at Debenhams
• Comprehensive wellbeing package
• Dog-friendly office options
• Ongoing learning and development opportunities
• On-site canteen with daily breakfast, lunch, and snacks
• Free season ticket loan

About the Company

Debenhams Group is a diverse portfolio of core brands including boohoo, boohooMAN, PrettyLittleThing, Karen Millen, and Debenhams, operating alongside a dynamic marketplace model and financial services division.