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.
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As the Delivery Experience Manager, you will:
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- 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.
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- 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
- Willingness to travel
Headquartered in Munich, with offices across Madrid, Krakow, Wroclaw, London and Vienna, we
📌 Delivery Experience Manager (Madrid)
🏢 zooplus
📍 Madrid
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