Strategic Carrier Performance Manager

London, England, gb

JOB DESCRIPTION

Here atHelloFreshwe are a global meal kit delivery service that aims to make cooking at home easy, fun, and convenient. Convenience for customers is the backbone of our business, therefore it's imperative that our customers receive their deliveries on time, in full, to the right location and in perfect condition. We are seeking an experienced Strategic Carrier Performance Manager to lead our carrier performance team and serve as the senior point of contact for our carrier relationships, ensuring customer delivery satisfaction with box. 

We are committed to providing an inclusive and collaborative work environment. As the Strategic Carrier Performance Manager, you’ll play an essential role in delivering exceptional service to our customers and you'll have the opportunity to drive impactful change and make a meaningful contribution to the company's success.

What You Will Be Doing:

  • Senior point of contact owning relationships with our final mile 3PL’s with a focus on improving performance, overall customer experience and reducing costs. 
  • Track and analyse carrier metrics, such as OTD, service quality & reliability, cost efficiency. Identify areas for improvement and develop actionable insights.
  • Crisis management e.g. mitigating delivery risks (eg snow) to ensure minimal disruption to service.
  • Leading and motivating a team of Carrier Performance Managers, leading by example at all times and exemplifying HF DNA.
  • Contract management, reducing delivery costs through supplier negotiations and other creative initiatives. 
  • Working alongside our finance team to hit & exceed budget expectations including the management of claims rebates with our delivery partners. 
  • Create long term solutions to reduce delivery errors in conjunction with our key suppliers and internal teams, with a strong focus on using data to measure the effectiveness of initiatives. 
  • Evaluating new partner opportunities and making recommendations to the HoD. Assist with the selection and onboarding of new carriers based on performance, service capabilities, and cost-effectiveness.
  • Evaluating customer NPS and Trustpilot feedback to identify key opportunity areas and setting mid / long term initiatives to improve customer sentiment.
  • Developing world class courier reporting through the use of our BI tools and automation.
  • Supporting the Head of Logistics with long term strategy planning.

    • Who You Are:

    Must have:

  • At least 2+ years of demonstrable experience working with or for national B2C carriers.
  • You will be an expert in UK final mile delivery networks. 
  • A clear demonstrable track record of improving courier final mile performance using data to challenge and measure. Attention to detail and a results-driven mindset is a must. 
  • Excellent leadership and people management experience with strong evidence of building engaged teams.
  • Strong problem solving abilities and a proactive approach to resolving challenges. 
  • Understanding of Logistics tech systems to be able to engage with technical stakeholders.
  • Ability to work collaboratively in a fast-paced environment, demonstrating our egoless DNA value daily. 
  • Proficiency with data analysis tools (Excel, SQL, Power BI, etc.).

    • Desirable:

  • Experience working with perishable products and the differences in final mile process required
  • Contract management experience negotiating terms and conditions with third parties 
  • Industry relationships within UK final mile carriers and tech providers

    • What you will get in return:

    ● 70% off HelloFresh or Green Chef boxes
    ● Company pension scheme
    ● Gym membership
    ● Bupa private medical insurance (including dental & family cover options)
    ● Electric vehicle scheme
    ● Mental health first aiders and an employee assistance programme
    ● Dog friendly office! (London site only)
    ● Eye care scheme
    ● Cycle to work scheme
    ● Group Life Assurance

    Location : The HelloFresh Farm, 60 Worship Street, EC2A 2EZ, London

    Hybrid Working Policy
    We offer a hybrid working policy for eligible roles, allowing flexibility to work from home and in the office. For more details on eligibility and how this applies to the role you're applying for, please consult with your recruiter.

    Next steps : Your application will be reviewed and if successful, a member of the Talent Acquisition Team will be in touch within 2 weeks.

    You are required to cooperate with HelloFresh in all health and safety matters. You are responsible for ensuring you take reasonable care of your own health, and safety as well as others who may be affected by the work activities you undertake. You must report incidents immediately and actively raise health and safety-related concerns to your Line Manager. As part of our commitment to maintaining a safe and secure environment, we will process Disclosure and Barring Service (DBS) checks to the successful individual. Failure to disclose relevant information at application or throughout the process could affect your employment with the company. 

    If you are currently a HelloFresh employee, please make sure you have discussed your application with your Line Manager.

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