The role

HelloFresh is seeking to hire a visionary Delivery Experience Manager to join our International Logistics team. In this newly created role, you will identify & drive improvements in the delivery experience our customers receive. This isn't just a job; it's an opportunity to redefine & elevate the entire delivery experience across 16 countries in a way that resonates deeply with millions of our customers.

As the Delivery Experience Lead, you will be pivotal in aligning efforts across various departments, including coordinating with teams in local operations, which operationalise the elements of the delivery experience within their processes, working alongside Product & Engineering teams to develop systems to support these processes, as well as collaborating with CRM, Customer Care (CC), & Data analytics functions. Your leadership will ensure a cohesive & comprehensive approach to our delivery experience across our International business cluster.

You will play a pivotal role in managing & innovating the elements that define our delivery service, covering everything from timeslots & delivery services to scheduling flexibility, lead times, tracking, & communications. Your focus will be on ensuring optimal processes are consistently defined & adopted, & effective data products are developed & utilised to continually elevate our customers' delivery experience.

Above all, we are looking for people who will make HelloFresh better. We believe there are many ways to develop skills, & we love diverse experiences! So even if you dont tick all the boxes but think youd thrive in this role, we would really like to learn more about you.

What youll do

As the Delivery Experience Lead at HelloFresh, your role will encompass a range of responsibilities aimed at enhancing our delivery experience:

• Best Practice Discovery: Work closely with analytics teams & local markets to establish best practices in delivery experience. This includes conducting both quantitative & qualitative research & structured testing regimes to develop a deep understanding of our service & how we can improve customer interactions.
• Drive Product Development: Partner with Product, Engineering & Analytics teams to drive data product development, ensuring that our technology aligns seamlessly with operational needs & customer expectations.
• Business Ownership: Assume full business ownership of all delivery experience products & services, including overseeing scheduling & tracking interfaces, delivery proposition management, & refining other delivery-related features.
• Enhance Customer Interaction: Improve tracking & communication mechanisms to clarify & foster more robust customer engagement.

Implement Excellence: Continuously drive innovation in tech products & operational processes to realise new standards of excellence in delivery service.

What youll bring

You are a forward-thinking leader with a passion for customer service & a knack for innovation. Your qualifications include:

• A Scientific or Engineering Post Graduate degree, an MBA or a Project Management certification is a plus.
• A proven track record within Consulting with experience or as a product owner in roles that required a deep understanding of customer needs & operational efficiency.
• Expertise in experimentation, data analysis, data visualisation, & project management.
• Proven ability to develop relationships & lead cross-functional teams, delivering results through collaboration & innovation.
• You are collaborative & influential: you can work with multiple stakeholders to influence them toward a winning strategy that achieves a common goal.
• You demonstrate an entrepreneurial mindset: you thrive in fast-paced environments, make sense of ambiguous situations, & enjoy taking on new responsibilities. You generate new ideas that make a measurable business impact.
• You are a results-oriented doer with a hands-on mentality & a zest for action.
• You are ready to take on responsibility in a dynamic working environment starting on day one.
• You are fluent in English (reading, writing & speaking)
• International travel is a requirement of the role (<25%)

What we offer

• Comprehensive relocation assistance to move to Berlin plus visa application support (if applicable)
• A significant discount on your weekly HelloFresh box
• Annual learning & development budget to attend conferences or purchase educational resources plus access to the HelloFresh Academy
• Mental health support, including Headspace subscription & access to qualified therapists through Spill
• Budget for home office supplies
• Monthly transportation budget through Rydes app 
• Working parents support
• Additional perks include: Annual German language budget, discounts for John Reed gyms & Urban Sports Club, regular company events, fresh fruit & free drinks in the office, in-house yoga classes, weekly discount on the Convini vending machine in the office
• Hybrid working model (option to work from home for up to 50% if preferred) 
• Sabbatical leave option after 18 months of being with HelloFresh
• HelloFresh Pension Scheme that is subsidized with 20% on top
• A diverse & vibrant international environment of 90+ different nationalities
• The chance to have a significant impact on one of the fastest-growing technology companies in Europe in an exciting growth phase

Are you up for the challenge?

Please submit your complete application below including your salary expectations & earliest starting date.

After submitting an application our team will review this & get back to you within 5 business days.