Overview
We are looking for an experienced Service Delivery Manager with a strong B2C service-led & commercial background to join our Supply Chain function. This role will be instrumental in driving service excellence across our Parcel Carrier networks, ensuring a high standard of delivery & return performance, and embedding a culture of continuous improvement. In this role, the ideal candidate must possess exceptional attention to detail and apply a proactive mindset. This role demands a high level of accuracy and thoroughness, and an individual who can execute change at pace.
Responsibilities
* Lead quality and performance initiatives across carrier operations, ensuring high standards of service delivery.
* Apply a proactive mindset and exceptional attention to detail to identify and resolve service gaps.
* Identify trends, root causes, and improvement opportunities using data-driven insights.
* Drive immediate improvements in the Group\'s returns operational effectiveness, with a focus on smarter returns management, including our growing Marketplace model.
* Own and manage the end-to-end carrier performance framework, including KPIs, SLAs in line with contractual arrangements and produce actionable insights and recommendations.
* Champion continuous improvement and service innovation across the Service Delivery & Returns supply chain.
* Support strategic initiatives such as onboarding, compliance, and service innovation.
* Collaborate with carriers and internal teams to resolve service issues and implement corrective actions.
* Manage Claims to help reduce refunds and improve cash recovery for the business.
* Performance manage Debenhams Group\'s Outbound delivery, returns parcel & CMS/Returns platform suppliers against contractual SLAs.
* Work with Internal stakeholders and external service providers on continuous improvement plans to drive an improved operational & customer experience service, and with a commercial lens.
* Manage Debenhams Group Brands\' delivery proposition, end-to-end, from website availability & FAQs through to seamless delivery to the customer, and everything in between.
* Lead & coordinate key tasks across supporting business functions; DC operations, Central Planning, Finance, Procurement & Tech.
* Lead on final mile carrier and return carrier integrations for the Supply Chain department, working alongside internal and external stakeholders.
* Work collaboratively with key stakeholders internally, including Customer Services, Brand Managers, Brand Finance & legal.
* Facilitate business processes & SOPs to create partnership transparency.
* Strong communication skills through Face to Face & virtual meetings, email & presentation skills.
* Experience in working in a complex business with many stakeholders, internally & externally.
* Develop and manage new initiatives to reduce consumer fraud, improve delivery solutions & enhance the delivery proposition for our business, considering the complex world of Marketplace.
* Exciting Projects You\'ll be leading:
* Carrier Performance Scorecard: Design and implement a monthly scorecard to benchmark carrier performance across key metrics.
* Supplier Claims & Refund Management: Develop a comprehensive Claims & Refunds Scorecard that consolidates carrier-related claims data into a clear, actionable format. This report will be designed for both internal stakeholders and carrier partners, providing visibility into claim volumes, root causes, resolution timelines, and financial impact.
* Returns Optimisation: Support the Head of Carriers to drive new initiatives and lead the execution of the project with key business stakeholders
* Internal Orders & Staff delivery: Refresh the proposition & implement new solutions with robust processes that will deliver a streamlined, cost-efficient service for the brand stakeholders & deliver an enhanced proposition for our staff.
* Sustainability Initiatives: Support the Head of Carriers to drive new initiatives and lead the execution of the project with key business stakeholders
Qualifications
* Experienced Carrier & logistics industry required (+5 years of experience) (UK & International)
* A good understanding of Carrier & Returns Management providers
* Familiar with a marketplace delivery & returns model
* Proven ability to thrive in fast-paced settings.
* Strong Communicator: Ability to communicate effectively, tailored to the variation of stakeholders.
* Persuasion & Influence: Framing ideas in a way that inspires & motivates, building consensus and driving action.
* Flexibility: Willingness to take on new tasks and adapt to changes.
* Efficiency: Strong organisational and time management skills.
* Resilience: Staying calm and focused under pressure, using coping strategies to maintain emotional balance
* Adaptability: Adjusting quickly to changes, setbacks, or unexpected challenges, remaining flexible while staying goal-oriented
* Persistence: Continuing to work towards goals despite obstacles & delays, demonstrating determination and grit
* Teamwork: Excellent collaboration and communication skills, and thrives in a high-energy environment.
* Data-driven: Ability to analyse data and make informed decisions.
* Ownership: Take ownership at all times, seeing actions & projects right through until completion.
* At Debenhams Group, we are a diverse portfolio of five core brands (boohoo, boohooMAN, PrettyLittleThing, Karen Millen, and Debenhams) alongside a dynamic marketplace model and a growing financial services division, it keeps us pretty busy!
Benefits
* Highly competitive bonus scheme, company pension, share schemes, private medical cover, and life assurance
* Access to an on-site gym (Techno Equipment) and free weekly yoga and fitness classes
* 40% discount across four brands and 20% off at Debenhams
* A comprehensive wellbeing package to support your health and lifestyle
* Some of our offices are dog-friendly, so your furry friend can join you at work
* Ongoing learning and development opportunities with great internal career progression
* On-site canteen serving breakfast, lunch, snacks, and hot drinks daily
* Free season ticket loan
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