Whoosh is our Online rapid delivery service enabling customers to order and get their groceries delivered in as little as 20 minutes. We are in need of a motivated and enthusiastic Account Fulfilment Manager who will be the primary point of contact for the overall fulfilment operations with our existing and future 3rd party delivery couriers. You'll be the driving force behind growth, efficiency, and continuous improvement, working hand-in-hand with both existing and future courier partners. You’ll own these relationships—developing strategies that enhance performance, troubleshooting challenges with agility, and fostering strong collaboration across teams at every level, both internally and externally.
- Primary point of contact / owner between Whoosh and our 3rd party logistics (3PL) providers, managing day-to-day operations and performance to ensure KPIs and service level agreements (SLAs) are met.
- Ensure compliance with all regulatory requirements and company policies. - Maintain and build strong relationships with delivery partners, owning performance reporting, monitoring and analysing logistics KPIs, identifying areas for improvement and owning projects end to end to implement corrective actions
- Work with Fulfilment Lead to define and execute order volume distribution strategy across the network and work closely with Transport Manager to facilitate this across the network
- Own and manage regular business reviews with 3PL partners to assess performance and drive continuous improvement, including seasonal plans and peak periods.
- Identify areas for improvement with our 3rd party providers, both at doorstep and store collection, implement operational efficiencies to enhance service delivery.
- Provide regular insights and reports to stakeholders, using data to inform business decisions and support wider business plans.
- Develop and implement solutions to operational challenges, ensuring minimal disruption to services- working cross-functionally across Tech/Product teams.
- Tracking project milestones and deliverables, identifying and managing risks, issues and dependencies along with BAU performance metrics.
- Work cross-functionally across internal teams, including Operations; align and tracking against requirements to meet developing needs of business.
- Work closely with Fulfilment Lead to support negotiating contracts, working closely with Procurement, Legal and Finance for rates, and service terms with providers
Account management experience in logistics, rapid delivery or logistics, or courier operations experience within an aggregator or white label 3PL provider
Business change project management
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