Delivery Experience Steering Manager

Responsibilities

• Monitor and steer the execution of the e-commerce last mile delivery experience strategy to align with customer promises and growth objectives.
• Transform customer care insights into actionable, country-level improvement plans to reduce ticket volume and improve service performance.
• Prioritize delivery experience initiatives, including delivery speed, on-time performance, and first-attempt success rates.
• Analyze customer feedback, CSAT results, and operational data to drive improvements in delivery communication and predictability.
• Design and operate SQL queries to validate initiative assumptions and perform ad-hoc analyses on decision impacts.
• Coordinate with regional managers and internal stakeholders to ensure consistency in service standards and scale best practices across countries.
• Prepare performance reviews, business cases, and decision proposals for senior management.

Requirements

• Bachelor's or Master's degree in Business, Supply Chain, Logistics, Operations Management, or a related field.
• 5+ years of experience in e-commerce, last mile delivery, logistics strategy, or operations.
• Advanced proficiency in Excel and experience with BI tools such as Power BI or Tableau.
• Hands-on experience with SQL for data analysis and decision-making.
• Strong understanding of last mile KPIs (e.g., on-time delivery, first-attempt success, NPS, and cost per delivery).
• Proven ability to manage complex, cross-functional initiatives in a fast-paced, matrixed environment.
• Excellent stakeholder management and communication skills.

Preferred Qualifications

• Additional education or certifications in analytics, data-driven decision-making, or project management.

Benefits

• Hybrid working model (60% office, 40% home).
• Option to work from approved countries for up to 20 days per year.
• Development opportunities and excellent training support.
• Wellbeing offers and subsidised transport or bike leasing.
• 20% discount on all zooplus products.

About the Company

zooplus is a trailblazer in the pet e-commerce industry with over 25 years of experience. We serve over 12 million customers, providing solutions that make pet owners happier through passion and innovation. Headquartered in Munich, we operate a multinational team across Europe.