Delivery Experience Steering Manager (All Genders)

Company Description

With over 25 years' experience, plus the same enormous passion and ambition we had on day-one, we're trailblazers in the pet e-commerce industry.

Our solutions make over 12 million customers genuinely happier -- and that's something we really care about.

We work together to continually adapt; embracing change and the challenges it brings so that we can keep doing better.

Join us and discover a place where your potential meets your passion for pets.

That's the power of plus.

Job Description

• Last Mile Delivery Strategy Execution
• Monitor and steer the execution of the e‑commerce last mile delivery experience strategy in line with the customer promise, growth objectives, and platform capabilities.
• Ensure strategic alignment between delivery experience ambitions and operational feasibility.
• Track delivery performance against roadmap commitments, identifying risks, dependencies, and deviations early.
• Provide regular progress updates and insights to senior leadership, highlighting impact, risks, and mitigation actions.
• Customer Care Improvement Steering
• Own the transformation of Freshdesk Program delivery insights into actionable, country-level improvement plans.
• Establish strong ownership with Delivery Experience Managers (DEMs) while ensuring alignment through central program steering and governance.
• Monitor, validate, and report the impact of improvement actions, linking delivery execution to measurable ticket reduction and service performance improvements.
• Escalate risks, delays, or misalignment early and proactively steer corrective actions to maintain program effectiveness.
• Portfolio Prioritization & Initiative Steering
• Own the prioritization and steering of delivery experience initiatives within last mile, including delivery speed of last mile carriers, on‑time delivery, first‑attempt success, and reduction of customer contacts.
• Analyze customer feedback, complaints, CSAT results, and operational data to drive initiatives improving delivery communication, predictability, and satisfaction.

Balancing customer experience impact with cost efficiency and scalability to ensure sustainable outcomes.

• Design and operate SQL queries proving initiative assumptions as well as runs ad‑hoc analyses that explain the impact of the decisions.
• Ensure consistency and comparability across countries by applying standardized action templates, KPIs, and reporting mechanisms.
• Identify successful initiatives and scale best practices across countries to maximize customer experience and operational impact.
• Cross‑Functional & Regional Collaboration
• Coordinate with regional managers and internal Last Mile stakeholders to align on service standards and improvement plans.
• Prepare steering materials for senior management, including performance reviews, business cases, and decision proposals.
• Act as a trusted advisor to leadership on last mile delivery experience trends, risks, and improvement opportunities.

Qualifications

• Bachelor's or Master's degree in Business, Supply Chain, Logistics, Operations Management, or related field.
• Additional education or certifications in analytics, data‑driven decision‑making, or project management are an advantage.
• 5+ years of experience in e‑commerce, last mile delivery, logistics strategy, operations, consulting, or similar environments.
• Proven experience steering complex, cross‑functional initiatives in high‑volume, fast‑paced organizations.
• Demonstrated ability to structure complex problems, analyze large datasets, and derive clear, actionable insights.
• Advanced proficiency in Excel and experience working with BI tools (e. g., Power BI, Tableau) and/or SQL.
• Strong understanding of last mile KPIs such as on‑time delivery, first‑attempt success, cost per delivery, customer contacts, and NPS.
• Strong root‑cause analysis and problem‑solving capabilities.
• Excellent stakeholder management and communication skills.
• Proactive, structured, and ownership‑driven approach to work.
• Ability to thrive in a fast‑paced, matrixed environment.
• Additional Information
• Headquartered in Munich, with offices across Madrid, Krakow, Wroclaw, London and Vienna, we collaborate because we genuinely love working together - so you'll be at the heart of an incredible, multinational team.
• We trust each other to get the job done, which means you'll benefit from hybrid working, spending 60% of your time in the office and 40% at home.

There's an option to work for 20 days abroad in approved countries too.

• Add to that development opportunities that help you to shape your own career path, excellent training and support, wellbeing offers, subsidised transport or bike leasing, plus 20% discount across all our products, and you'll begin to get a sense of what sets us apart.

Find out more about the specific benefits at your local office in our blog posts.

• A note on compensation: We believe in being transparent about salary ranges.

The range shown reflects the full scope that the role can grow into over time, depending on experience, skills, and impact.

Most offers are positioned around the midpoint of the range, ensuring a fair and consistent approach across our teams.

• At zooplus, we believe in equal opportunity and support everyone to fulfil their potential.

We recognise the power of listening and learning from each other and embrace diversity and inclusion of all.

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