Delivery Experience Manager

10 Sep 2021
10 Oct 2021
Full Time
Contract Type

Job Description


Careful distribution is critical to ensure our customers get the right products at the right time.  Our supply chain team are focused on creating value and excellent at problem solving.  New challenges arise all the time calling for imagination and logic. If you’re commercially sharp and driven to get results, come and join us as a Delivery Experience Manager and help shape our future business.

About us

Now a household name for personalised cards and gifts, it’s a hugely exciting time for Funky Pigeon.  Turnover has rocketed and we’re building our tech and digital capability to take business to the next level.  It’s a cool, fun brand and you’ll be exposed to a fast-paced creative environment surrounded by smart passionate people with a ‘one team’ approach.


Why join us?

In terms of what you want to achieve, and what you could be, you’ve only just begun. We’re selling something different here. It’s more than a career.  It’s the collaboration, innovation and ambition you expect from the backing of a successful business like WHSmith with the energy, agility, and curiosity of a start-up like culture of Funky Pigeon.  There are ‘no limits’ to what you can achieve.  It’s perfect for people who are happy to use their initiative and embrace life outside their comfort zone.  If you enjoy pace, can think on your feet, are digitally minded and prepared to work hard then anything is possible here.

What you’ll be doing

  • Own end to end delivery experience of the customers, this includes customer facing delivery pricing, messaging in all user journeys in all customer touchpoints
  • Develop a roadmap of user journey improvement tests related to delivery messaging, measure and ensure continuous improvement of exit rates, click through rates
  • Regularly conduct user research e.g. focus groups, session replays, surveys to understand drivers of purchase and delivery place in those drivers, customer preferences, concerns, pain points. Educate the business on those findings and develop roadmap of projects to improve customer experience
  • Manage customer expectations when couriers expecting delays through messaging in all touch points, manage estimated delivery times, support customer happiness team on managing issues with delivery related complaints
  • Work on root causes of complaints and make improvements in the business to prevent issues from happening again
  • Track and report all data related to delivery services, costs and next day cut offs: customer facing and internal
  • Contribute to volume planning and peak planning with couriers and buying/commercial team to insure good customer experience and minimal disruption to the services
  • Optimising mix of couriers’ we are using for deliveries and commercial freights in the UK and overseas, negotiate best costs and services with couriers, conduct regular performance reviews and work on improving levels of services
  • Own relationship with couriers, hold or contribute to commercial and contractual negotiations
  • Ensure courier charges are justified
  • Work on optimising couriers pick up times to ensure best outcome for the customers and business, work on improving cut offs for next day delivery
  • Improve international delivery services to the customer in terms of both costs and services
  • Improve returns service for the customers. Understand the root causes, work on minimising returns and on communication to customers through customer service regarding the return. Work with the buying team on systematic quality related returns from suppliers to improve return rate from those suppliers
  • Create full visibility of delivery performance, costs, levels of service, find cost savings opportunities
  • Contribute to the packaging reviews and improvements
  • Develop opportunities for strategic improvements of supply chain
  • Work on improving commercial freight costs and services to and from Guernsey where we have our main manufacturing and distribution facility
  • Ensure Funky Pigeon and couriers fulfil their contractual obligations


What you’ll have

  • Previous experience managing operations/logistics in an online/retail business
  • ‘Customer first’ mindset, ideally with previous experience in customer research and/or customer experience
  • Ability to use data insight to drive decision making and stakeholder conversations
  • Experience managing cross functional projects, dependencies and bottlenecks, anticipating and making trade-offs
  • Advanced data analysis skills
  • Excellent communicator, both internally and externally. Able to build effective relationships with key stakeholders (including external suppliers)
  • Strong problem-solving skills, able to find create solutions to complex problems and identify root cause
  • Commercially driven without compromising on customer experience/quality
  • A bias for action, able to execute/embed change and ‘best practice’
  • Highly organised and able to navigate a fast paced, changing environment


What you’ll need to show

  • Customer focus – Keep customer at the heart of all you do
  • Drive for results – Tenacity for ambitious and competitive results delivered with pace
  • Value our people – Respect and value our people in an honest, open environment
  • Accountability – Personal responsibility for actions and deliver what you say you will


What you’ll get in return for your experience

Being part of means you will work with talented, passionate individuals and cutting edge UX technology. You will have the opportunity to influence company performance through your actions. You will receive 25 days holiday (your birthday off for free), performance related bonus and discounts through the company.

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