Delivery Experience Manager
Core
Lead delivery, logistics, and customer experience functions for a furniture retailer, overseeing national and international operations, returns, and freight.
Role type
Senior operations manager (logistics and delivery)
Builds
Furniture delivery and logistics services for internal and external customers
Domain
Retail / Furniture / Logistics
Deliverable
product features
Required skills
Logistics and freight forwarding management, supplier and partner relationship management, team leadership and development, operational process design, KPI management, customer issue resolution, export logistics coordination
Preferred skills
Experience in fast-paced environments, multi-priority management
Technologies
FM, Epicor
Responsibilities
Oversee national and international logistics, deliveries, returns, freight, storage, and day-to-day DEO operations; Lead and develop the DEO team including recruitment, onboarding, training, workload management, KPIs, and leave administration; Manage 3PL, freight, and carrier relationships including performance and service levels; Develop and maintain DEO processes, operational guidelines, frameworks, and KPIs; Coordinate freight quoting, order release, invoicing, storage charges, and additional freight costs; Liaise with customers, Sales, and internal teams to coordinate deliveries and resolve issues; Oversee logistics for showroom shuffles, installations, product loans, events, photoshoots, floor stock, and product launches; Manage export logistics, documentation, damage claims, customer service requests, and 3PL stocktakes; Maintain logistics reporting, analytics, and systems support.
Seniority
Senior, hands-on IC
