Program Manager – 3PL After Sales and Reverse Logistics
Role Overview
As Program Owner in the functional Last Mile Delivery Team, lead a European-scope programme to strengthen after-sales and reverse logistics and improve customer experience.
Key Skills for This Role
Full Job Posting
Role overview
As Program Owner in the functional Last Mile Delivery Team, lead a European-scope programme to strengthen after-sales and reverse logistics and improve customer experience.
Strategic capability improvements
- Refine European after-sales logistics strategy with leadership, country teams and key stakeholders, and propose and own execution of improvements.
- Collaborate with internal stakeholders to identify structural customer experience improvements.
Process definitions and execution
- Define, standardize and improve after-sales and reverse logistics frameworks and processes.
- Partner with Warehouse, Procurement or Solution teams to improve logistics flows, including return service levels with 3PLs and warehouses.
- Improve parcel tracking information accuracy and 3PL pickup rates across Europe.
- Conduct detailed analyses to identify opportunities, align stakeholders and execute improvements quickly.
Performance monitoring
- Manage after-sales KPIs and ensure country teams receive KPI data and track action plans.
- Monitor KPIs daily and weekly, reporting root causes and corrective actions to country and management teams.
Requirements
- More than five years of professional experience in the relevant field.
- Bachelor's degree or higher.
- Experience in last-mile delivery; returns or reverse logistics experience is ideal.
- Fluent spoken and written English.
- Proficiency in Office software and strong data analysis skills.
- Strong responsibility, communication and coordination skills, logical thinking and proven problem-solving abilities.
- Multicultural-environment experience is ideal.
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