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, predic

📌 Delivery Experience Steering Manager (Madrid)
🏢 zooplus
📍 Madrid