Delivery Experience Steering Manager (Logistics)

TL;DR

Delivery Experience Steering Manager (Logistics): Managing and optimizing the e-commerce last mile delivery experience with an accent on strategic execution and customer satisfaction. Focus on analyzing large datasets via SQL and BI tools, steering cross-functional initiatives to reduce customer contacts, and improving on-time delivery metrics.

Location: Hybrid in Krakow, Poland (60% office, 40% home)

Salary: 151,000 – 226,600 PLN

Company

A trailblazer in the pet e-commerce industry with over 25 years of experience serving more than 12 million customers.

What you will do

• Steer the execution of the last mile delivery strategy to align with customer promises and growth objectives.
• Transform customer care insights from Freshdesk into actionable, country-level improvement plans.
• Prioritize delivery experience initiatives focusing on delivery speed, on-time delivery, and first-attempt success.
• Design and operate SQL queries and perform ad-hoc analyses to prove initiative assumptions and measure impact.
• Coordinate with regional managers and last mile stakeholders to align service standards and improvement plans.
• Prepare business cases and steering materials for senior management performance reviews.

Requirements

• 5+ years of experience in e-commerce, last mile delivery, logistics strategy, or consulting.
• Bachelor’s or Master’s degree in Business, Supply Chain, Logistics, or Operations Management.
• Advanced proficiency in Excel and experience with BI tools (Power BI, Tableau) and SQL.
• Deep understanding of last mile KPIs such as NPS, on-time delivery, and cost per delivery.
• Strong root-cause analysis and problem-solving capabilities.
• Must be based in or able to work hybridly from Krakow, Poland.

Culture & Benefits

• Hybrid working model: 60% office and 40% home.
• Option to work from approved countries for up to 20 days per year.
• Professional development opportunities and tailored career paths.
• Subsidised transport or bike leasing.
• 20% discount across all company products.