.Number 1 in Europe! Founded in 1999, zooplus AG is the largest Europe e-Commerce retailer of pet food and supplies. With an annual double-digit growth rate and revenue of more than 2.000 billion in 2021, we have already successfully gained over 8 million active customers in more than 30 countries. At zooplus, we believe e-commerce to be the sales model of today and for the future. Modern logistics centers and the use of personalization mean that online sales can be handled with increasing efficiency.Our employees are the key to our success! The zooplus team currently consists of more than 1.000 interdisciplinary specialists and managers from more than 50 countries. To remain successful against our competitors in the future, we are looking for individuals who can develop our business and help create a positive corporate culture by demonstrating versatile professional and methodological expertise, alongside a passion for performance, analysis, and a solution-based approach.This role is a direct report to the Regional European Manager of Delivery Experience, but aligns closely with the sales team to advance customer experience in local markets. The (Senior) Delivery Experience Manager for Spain and Portugal is an international role with high expectations from and exposure to senior management within Operations as well as the whole organization. As part of the Delivery Experience team, the mission of the Delivery Experience Manager is to identify customer requirements for the Spain and Portugal market, build the bridge between Operations and Sales, and become the customer's voice within the operations department.Key ResponsibilitiesBoost customer experience through ongoing improvement of operations and delivery quality in the respective local market.Improve the reliability of the delivery service.Coordinate rollouts of new services and procedures with Delivery Service Providers (DSPs).Scout market innovation to drive superior and/or more cost-effective delivery solutions.Focal point of contact for strategic communication with DSPs as well as managing DSP relationships for long-term cooperation.Monitor development of customer satisfaction and set the right priorities and strategies per market.Set up long-term country strategy, as well as annual roadmap, to achieve best-in-class customer satisfaction.Coordinate continuous improvement projects in close collaboration with Logistics, Sales & Marketing, and Customer Care.Translate customer needs into innovation projects per market.What We Are Looking ForGraduate degree or equivalent in a relevant discipline.5 years of experience working in a highly customer-oriented and challenging logistics-based business, with significant experience in logistics services. Experience in e-commerce would be a plus, as well as experience working in international teams.Deep knowledge of the Last Mile market in Iberia.Broad knowledge about methods for identifying customer requirements
