Delivery Experience Manager (All Genders)

Company Description More than 20 years ago, zooplus was one of the first to bring the pet category into the world of eCommerce. Today, we stand strong as Europe’s leading online pet platform, delivering moments of happiness to more than 9 million pet parents each year.

We’re on a mission to create joy for pets and their parents, driven by our core values of

Care ,

Courage ,

Openness , and

Simplicity . At the heart of everything we do, they inspire us to grow, raise the bar for our customers and fuel a pet‑first business.

Job Description As the Delivery Experience Manager, you will:

Oversee and improve the delivery service quality and customer experience, acting as an advocate for our customers.

Manage relationships with Delivery Service Providers (DSPs), including contract management and strategic communication.

Develop and implement long‑term country strategies and annual roadmaps to achieve best‑in‑class customer satisfaction.

Monitor customer satisfaction trends and set priorities accordingly.

Coordinate with cross‑functional teams to drive continuous improvement projects in the delivery experience.

Scout for market innovations to drive superior and cost‑effective delivery solutions.

Lead as an expert for relevant tools and processes within the Delivery Experience team.

Align closely with the sales team to advance customer experience in local markets.

Qualifications

Graduate degree or equivalent with sound experience in customer‑oriented logistics services

Demonstrated ability to manage projects and identify customer requirements

High analytical competence and advanced IT skills, including MS Excel

Profound knowledge of Last Mile market and logistics

Excellent problem‑solving skills with a result‑oriented approach

Fluent English communication skills; additional European language is a plus

Business proficiency in German or French

Willingness to travel

Additional Information With more than 1,000 passionate professionals located across 6 European offices, we believe our success comes from working together and leveraging our international strengths. Expect a hybrid work setup:

60% in‑office, 40% remote , collaborating with colleagues across locations.

Our Benefits

20% discount in our zooplus shop

Internal and external training

Team events

✈️ 28 vacation days and days off on 24th and 31st of December

️ Corporate rates at a local gym chain (Body & Soul)

Company mobile phone for work and personal use

zooplus is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.

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