Operations

• Manage and develop the performance of our last mile partners (DPD, GLS, Hermes, PostNL, Dynalogic, etc.), ensuring adherence to SLAs and stability of operations.
• Ensure a cost-effective last mile setup that balances cost efficiency and customer experience.
• Oversee the daily flow of outbound shipments, aligning with carriers and warehouse teams to secure outbound capacities.
• Troubleshoot delivery issues such as delays, missing items, damages, or tracking inconsistencies.
• Support the integration of carriers into our One Hub approach, ensuring smooth transitions during consolidation.
• Own and drive continuous improvement projects with carriers and internal stakeholders.
• Measure and improve logistics KPIs such as OTIF, Lead Times, NPS, Damage Rate.
• Proactively identify bottlenecks and propose solutions to optimize the last mile journey.
• Ensure flexibility in the setup to handle both peak and off-peak volumes efficiently.
• Act as the primary contact for carriers while collaborating closely with warehouse operations, Customer Service, and internal teams (Network Design, Finance, IT).
• Provide data-driven insights and recommendations to management and stakeholders.
• Prepare and present reports on last mile performance, highlighting trends, risks, and opportunities.
• Align with country teams to ensure market-specific needs are covered.
• Understand seasonal and market-specific volume fluctuations and align last mile capacities accordingly.
• Contribute to strategic decisions around carrier setup, packaging guidelines, and new service offerings.

Operations Manager – Fulfillment

IT Service Manager – Operations