Head of Delivery Experience & Returns
Groupon, Inc
4d ago

We excel at finding and offering amazing deals . Once sourced, we need someone who will be passionate about getting them delivered to all our customers in EMEA...

Groupon’s mission is to become the daily habit in local commerce and fulfill our purpose of building strong communities by connecting people to a vibrant, global marketplace for local services, experiences and goods.

In the process, we’re positively impacting the lives of millions of customers and merchants globally. Our culture inspires innovation, rewards risk-

taking and celebrates success. If you want to take more ownership of your career, then you're ready to be part of Groupon.

Groupon Goods, the retail arm of our business, is our one-stop shop for everyday, brand-name essentials and unexpected, one-

of-a-kind finds. For our merchants, this means massive exposure, smart promotion, and reliable fulfilment. For our customers, this means great deals on a variety of products ranging from electronics to clothing; home goods to beauty.

As the Head of Delivery Experience & Returns, and a member of the Supply Chain Leadership Team, a passion for always enhancing the customer experience through the delivery of our products will be paramount.

You will be responsible for managing our transport and returns 3PL’s, as well as directly influencing our drop shippers, to fulfil our delivery promise to our customers.

Whilst owning our delivery decisions and as such, our customer experience, you will also be responsible for leading our EMEA returns program encompassing transport, processing and recovery.

We're a "best of both worlds" kind of company. We're big enough to have the resources and scale, but small enough that a single person has a surprising amount of autonomy and can make a meaningful impact.

We're curious, fun, a little intense, and kind of obsessed with helping our Goods businesses thrive. Does that sound like a compelling place to work?

You’ll spend time on the following :

Take overall responsibility for all delivery and Returns activity within Groupon Goods EMEA

Develop overall transport and returns strategy and plan in line with the organisation’s goals and objectives (both 3PL and Drop Ship)

Develop operational and strategic plans to ensure that the business has the appropriate resources to deal with continued growth

Recommend and where relevant drive changes / improvements to senior management that will prove beneficial to the business and customers

Negotiate and manage all transport contracts and SLA’s with carriers and freight forwarders

Monitor and manage transport and returns partners ensuring performance is within agreed SLA’s

Have responsibility for our Return Logistics (transport, processing, recovery and systems)

Measure and report on performance using KPI’s and other measurement tools.

Drive to increase our On Time Delivery and improve our customer experience

Work with our partners to decrease shipping related customer refunds

Work with transport partners to implement any agreed changes and improvements that will be beneficial to the business and customers, ensuring that any changes further enhance service levels

Work with internal stakeholders to provide all service requirements are in place for the full range of products to be delivered to customers

Ensure transport partners are fully compliant with Groupon delivery rule s

We're Excited About You If You Have :

Bachelor's Degree in Economics, Finance, Supply Chain, Operations, or business related field required; MBA or Master's is a strong plus

5+ years experience in transport management, planning, account management or related responsibilities

Experience in transport planning and management systems

Knowledge of supply chain, industry practices, and current trends

You're deeply analytical, with advanced experience in Microsoft Excel

You have strong collaboration, consultation and negotiation skills

You have experience working with and influencing cross-functional decision-makers and executive leadership in the past

You're a creative problem solver who identify problems unilaterally and recommend effective plans of action

You love to execute high-level, strategic initiatives

An understanding of warehouse systems and supply chain technology is a plus

Able to think strategically, tactically and operationally.

Fluency in English is a must, other European languages are a plus

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