Recruitment at MandM | Building and strengthening teams through strategic talent acquisition |
Location: Hereford, England, United Kingdom
Type: Permanent/Fixed-term
Working Pattern: Onsite/hybrid (3 days on site)
Who Are We?
MandM is one of the biggest employers in Herefordshire and one of Europe’s leading online, off-price retailers, selling branded Fashion, Sport & Outdoor products for Men, Women and Children.
We offer our customers fantastic value by partnering with companies who we have built long-term relationships with, enabling us to offer our customers big household names and up-and-coming brands, giving fantastic value all year round.
We are located in the heart of Hereford City Centre in our brand new, state-of-the-art office. The modern, stylish workspace was designed to encourage collaborative working, teamwork, and creativity - everything that MandM is all about.
As our business continues to grow, we are recruiting for a talented Carrier Manager to join our growing team.
The Role Scope:
The Carrier Manager is responsible for managing the day-to-day performance of all third-party carriers, which includes producing regular carrier-specific performance reports, ensuring the timely submission and reporting of claims, reconciliation of carrier invoices including investigation of surcharges, and monitoring and escalation of carrier-specific issues.
Continuous Improvement Management with Carriers:
* Partner with teams to advise on and manage operational changes and processes to support new carriers and services.
* Prepare and participate in recurrent business reviews, MBR’s, QBRs, and Operational and Customer Service workshops.
* Responsible for producing carrier SLA and compliance reports.
* Submission and management of carrier claims and service level penalties.
* Signing off of all carrier invoices including investigation into surcharges and subsequent reporting.
* Reviewing carrier routing options to optimise both service and costs.
* Creating and maintaining a suite of reporting/analysis to give insight into carrier performance and opportunities.
Performance Management & Improvement:
* Monitor, recommend and act on our daily KPI trends associated with courier performance and effectiveness.
* Analyse the efficiency across the UK and European networks and identify opportunities to improve service to our customers and reduce overall operating costs.
* Presentation of weekly performance reports to the Operations Director/General Manager highlighting issues impacting service.
Relationship Management & Development:
* Foster and develop relationships with our carrier partners, working collaboratively to solve problems and influence decisions relating to delivery delays and issues and procedures.
* Work cross-functionally with internal teams, particularly the Customer Contact team and Logistics team to understand and act on customer feedback, to enhance the overall customer experience.
* Management of the Carrier Claims team to ensure all opportunities for claims are actioned and maintained.
* Identify best practices/cost saving opportunities for courier routing within the UK and Europe.
About You:
* Proven experience working in an operational business within a courier-related management position, ideally in a fast-growing and dynamic environment.
* Previous experience and understanding of large scale B2C parcel networks.
* Making data-driven decisions which will have direct impact on customer experience.
* Structured problem-solver, comfortable solving ambiguous and dynamic problems.
* Strong planning & organisational skills, with proven ability to scope and deliver cross-functional projects involving internal and external stakeholders.
* Analytical mindset, with a passion for numbers and the ability to manipulate data using data visualisation to identify trends and take actions on findings.
* Excellent communication and interpersonal skills to effectively collaborate with and influence stakeholders across different functions and levels of the organisation, internally and externally.
About Us:
At MandM, our employees are driven by a shared commitment to excellence and making a real impact in the industry. We pride ourselves on upholding these core values in everything we do.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Other
Industries: Retail Apparel and Fashion
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