Delivery Experience Manager (All Genders)

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. 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. 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 Business proficiency in German Willingness to travel Headquartered in Munich, with offices across Madrid, Krakow, Wroclaw, London and Vienna, we collaborate because we genuinely love working together - so you’ll be at the heart of an incredible, multinational team. We trust each other to get the job done, which means you’ll benefit from hybrid working, spending 60% of your time in the office and 40% at home. There’s an option to work for 20 days abroad in approved countries too. Add to that development opportunities that help you to shape your own career path, excellent training and support, wellbeing offers, subsidised transport or bike leasing, plus 20% discount across all our products, and you’ll begin to get a sense of what sets us apart. Find out more about the specific benefits at your local office in our blog posts . A note on compensation: We believe in being transparent about salary ranges. The range shown reflects the full scope that the role can grow into over time, depending on experience, skills, and impact. Most offers are positioned around the midpoint of the range, ensuring a fair and consistent approach across our teams. At zooplus, we believe in equal opportunity and support everyone to fulfil their potential. We recognise the power of listening and learning from each other and embrace diversity and inclusion of all. #LI-Hybrid