Manager - Last Mile Logistics and Partnerships
Key role for an Operations Manager looking to lead change within a high growth, pet-loving ecommerce leader. In the past nine years, Pet Circle has become one of Australia’s top 5 online retailers and the no. 1 player in the online pet industry.
We’ve scaled from 110 to over 200 people in the last 18 months and due to our extensive growth, we are looking for a highly analytical thinker to assess what is most important for customers and our business, act on decisions and to lead change. At Pet Circle, this role is responsible for managing relationships and performance with our last mile fleet partners. The role will identify opportunities to improve the customer experience along with optimising our cost footprint within agreed business boundaries.
Key Responsibilities: Relationship Management You will build strong relationships with our key partners through a process of collaboration, negotiation, data analysis and a common goal of customer satisfaction. You will use quantitative and qualitative customer and delivery data to uncover key insights that drive network enhancements, build strategies and make recommendations to the business for change. Manage vendor relationships for freight providers and serve as the key operational contact for our last mile providers.
Manage, develop and enhance vendor KPI’s for all last mile providers, DIFOT, damages, lost claims, NPS, google reviews etc. Ensure appropriate Vendor Partnership Agreements are in place. Work with last mile providers on key initiatives to continuously improve the customer experience through enhanced tracking, timely delivery and customer focused execution of the delivery.
Works with last mile providers on forecast activities leading into peak events Develop and maintain effective working relationships with all internal and external supply chain partners Analytics You will need to work with internal and external partners to analyse, propose and drive projects ensuring optimised fulfilment at Pet Circle. Proactively monitor, identify and communicate any exception or at-risk shipments, and offer solutions to ensure timely delivery of orders. Actively monitor customer tickets to understand themes developing within the last mile network Provide updates on transport metrics, including ongoing analysis and interpretation of data.
Develop supply chain reports to measure network performance both fulfilment of service and cost Utilise data to understand carrier performance and trends as well as business objectives; transform those insights into clear actions to improve the overall customer experience. Perform root cause analysis, develop and implement corrective action plans to improve carrier performance Looking to diversify the last mile via various initiatives, own fleet, uber style, ANC type initiatives Process Work with WHM's to optimise pickup schedules to meet last mile provider deadlines Lead annual rate review process Manage and track shipping costs as a percent of revenue and overa....