Program Manager - 3PL After Sales and Reverse Logistics in Coventry

Job Description

As a Program Owner in the functional Last Mile Delivery Team, you will lead a core program with European scope to strengthen JD Logistics After Sales and Reverse Logistics capabilities, directly impacting customer experience. Your focus will be on:

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• Strategic capability improvements

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• Refine European After Sales logistics strategy in alignment with Leadership Team, Country Teams and other key stakeholders. Propose improvements and own execution.

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• Collaborate with internal stakeholders to identify structural customer experience improvements

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• Process definitions and execution of standards

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• Define, standardize and improve After Sales and Reverse logistics frameworks and processes, ensuring highest customer satisfaction.

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• Partner with Warehouse, Procurement or Solution Teams to enhance After Sales logistics flows, eg. by optimizing the return SLA with 3PLs and Warehouses to reduce parcel return time

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• Achieve high parcel tracking information accuracy and 3PL pick-up rate across Europe

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• Execute deep dives to identify potential, align them with stakeholders and execute fast

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• Performance monitoring and improvements

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• Manage After Sales KPIs by ensuring that Country Teams receive KPI data and actions plans are tracked and followed

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• Execute daily/weekly KPI monitoring including the reporting of root causes and corrective actions. This includes Country and Management Teams

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Requirements

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1. Requirements: Fluent spoken and written in English

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2. More than 5+ years of professional experience in respective field

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3. Education: Bachelor's degree or higher

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4. Experience in last mile delivery sector, ideally in returns/reverse logistics role

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5. Proficient in Office software and strong data analysis skills

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6. Possess a strong sense of responsibility, strong communication and coordination skills, logical thinking and proven problem-solving abilities; ideally in a multi-cultural environment.

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