Carrier Manager - Logistics
MATCHESFASHION, United Kingdom
Job Description
At MATCHESFASHION we are on a mission to offer the most personal luxury shopping experience in the world. We are renowned and respected for the relationships we build with clients and our brand partnerships. To achieve our ambition, we capitalise on our unique combination of technical savviness and global innovation mixed with curated content.
MORE ABOUT US
We bring together a modern edit of over 700 established and new generation designers. Founded over 30 years ago as a brick and mortar store, we transitioned online in 2012. In 2017, APAX Partners acquired a majority stake in MATCHESFASHION, fuelling our expansion. We now ship to 176 countries, have over 70 million site visits and 95% of our sales are online with the majority of sales made internationally.
We have a global website, mobile apps, retail stores, private shopping, VIP events and 24/7 customer care and MyStylist teams. We have offices in the UK and Hong Kong. In London, our head office is based in The Shard, our brand-new creative hub is in Here East and last year we launched No.5 Carlos Place, a completely new retail concept combining digital and physical interaction.
We lead the way, moving our industry forward, and we are always looking for talented individuals to come in and inspire the world with us.
OUR COMMITMENT TO DIVERSITY AND INCLUSION
Diversity and Inclusion is a priority for MATCHESFASHION we delight customers around the world and so it’s important that our team represents our customers.
We want to attract the very best talent and create an inclusive environment that celebrates the diversity of our people and enables them to do the best work of their careers. We recognise the world is not a perfect place and that bias exists, which is why we take a focused approach in this area and are committed to ensuring that all our people processes are equitable.
We are an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.
Requirements
Due to our continued success and growth plans we have a fantastic opportunity for an experienced Carrier Manager to join our Logistics team. This is a key role within a fast growing team of 3, reporting to Head of Carrier Management The role is responsible for all aspects of our delivery and returns service to our international, luxury customer base. This is a key opportunity to grow the business whilst continuously ensuring that customer focus is a top priority. The individual will manage the day to day relationships with the existing selected carriers for UK and international fulfilment and returns. They will work closely with stakeholders in Customer Care, Private Shopping, Compliance and DC teams to continually improve the metrics associated with frictionless delivery and returns.
ABOUT YOU
· Extensive knowledge of the end to end B2C eCommerce fulfilment process and be able to demonstrate flexibility in providing ‘best fit’ solutions to the business.
· Show infinite enthusiasm for continuously improving how the business operates and what can be done to improve our customer experience
· Skilled at forecasting and managing spend.
· Demonstrate experience of working in a fast paced customer centric environment with a close attention to detail
· Understand 'what good looks like', and capable of planning and multi-tasking to complete projects.
· Confident decision maker with the ability to get stuff done.
· Can demonstrate strong communication skills (verbal and written) and liaise with a wide variety of stakeholders
· Commercially driven with an appetite to drive service and process improvement.
· Ability to develop strong working relationships and work in partnership with third parties. Experience of delivering high service level through a third party
· Self aware and open to development opportunity
· Ability to be flexible with work duties and hours as required by the team and business, and able to attend other sites for which travel may be required.
· All applicants must hold the right to work in the UK.
WHAT YOU WILL BE DOING
· Manage annual budget for carriage and associated costs.
· Definition, management and continuous improvement of performance/SLA metrics contracted metrics and also internal metrics.
· Work with carriers to understand any changes/improvements to service proposition
· Work with stakeholders to understand areas of service or process friction, complete root cause analysis and implement improvements. Monitor and measure performance improvements
· Ensure all customer delivery and returns information and communications are timely, informative and accurate
· Regularly benchmark service proposition