Here at HelloFresh we are a global meal kit delivery service that aims to make cooking at home easy, fun, & convenient. Convenience for customers is the backbone of our business, therefore it's imperative that our customers receive their deliveries on time, in full, to the right location & in perfect condition. We are seeking an experienced Strategic Carrier Performance Manager  to lead our carrier performance team & serve as the senior point of contact for our carrier relationships, ensuring customer delivery satisfaction with box. 

We are committed to providing an inclusive & collaborative work environment. As the Strategic Carrier Performance Manager, youll play an essential role in  delivering exceptional service to our customers & you'll have the opportunity to drive impactful change & make a meaningful contribution to the company's success.

What You Will Be Doing:

• Senior point of contact owning relationships with our final mile 3PLs with a focus on improving performance, overall customer experience & reducing costs. 
• Track & analyse carrier metrics, such as OTD,  service quality & reliability,  cost efficiency. Identify areas for improvement & develop actionable insights.
• Crisis management e.g. mitigating delivery risks (eg snow) to ensure minimal disruption to service.
• Leading & motivating a team of Carrier Performance Managers, leading by example at all times & exemplifying HF DNA.
• Contract management, reducing delivery costs through supplier negotiations & other creative initiatives. 
• Working alongside our finance team to hit & exceed budget expectations including the management of claims rebates with our delivery partners. 
• Create long term solutions to reduce delivery errors in conjunction with our key suppliers & internal teams, with a strong focus on using data to measure the effectiveness of initiatives. 
• Evaluating new partner opportunities & making recommendations to the HoD. Assist with the selection & onboarding of new carriers based on performance, service capabilities, & cost-effectiveness.
• Evaluating customer NPS & Trustpilot feedback to identify key opportunity areas & setting mid / long term initiatives to improve customer sentiment.
• Developing world class courier reporting through the use of our BI tools & automation.
• Supporting the Head of Logistics with long term strategy planning.

Who You Are:

Must have:

• At least 2+ years of demonstrable experience working with or for national B2C carriers.
• You will be an expert in UK final mile delivery networks. 
• A clear demonstrable track record of improving courier final mile performance using data to challenge & measure. Attention to detail & a results-driven mindset is a must. 
• Excellent leadership & people management experience with strong evidence of building engaged teams.
• Strong problem solving abilities & a proactive approach to resolving challenges. 
• Understanding of Logistics tech systems to be able to engage with technical stakeholders.
• Ability to work collaboratively in a fast-paced environment, demonstrating our egoless DNA value daily. 
• Proficiency with data analysis tools (Excel, SQL, Power BI, etc.).

Desirable:

• Experience working with perishable products & the differences in final mile process required
• Contract management experience negotiating terms & conditions with third parties 
• Industry relationships within UK final mile carriers and  tech providers

What you will get in return:

70% off HelloFresh or Green Chef boxes
Company pension scheme
Gym membership
Bupa private medical insurance (including dental & family cover options)
Electric vehicle scheme
Mental health first aiders & an employee assistance programme
Dog friendly office! (London site only)
Eye care scheme
Cycle to work scheme
Group Life Assurance

Location: The HelloFresh Farm, 60 Worship Street, EC2A 2EZ, London

Hybrid Working Policy
We offer a hybrid working policy for eligible roles, allowing flexibility to work from home & in the office. For more details on eligibility & how this applies to the role you're applying for, please consult with your recruiter.