Responsibilities
- Own and continuously evolve the end-to-end delivery experience across the customer journey, from pre-purchase delivery information through checkout to post-purchase tracking and transparency.
- Shape delivery promises by balancing customer expectations with operational feasibility, carrier performance, country-specific requirements and commercial objectives.
- Build and prioritise a high-impact product roadmap, identifying opportunities to reduce delivery friction, improve customer trust and increase operational efficiency.
- Collaborate closely with Engineering, UX, Data, ERP, Warehouse Systems, Logistics, Last Mile, Commercial and Customer Service teams to deliver scalable customer-centric solutions.
- Translate operational complexity into simple customer experiences, improving shipping options, carrier selection, pick-up point guidance and delivery communication.
- Define success through data, establishing KPIs and measurement frameworks including delivery NPS, delivery promise accuracy, checkout conversion, cost per order and delivery-related contact rate.
- Identify and eliminate customer friction before it happens, improving delivery guidance and reducing failed deliveries, unnecessary contacts and customer uncertainty.
Nice to Have
- Experience in marketplaces, retail, healthcare or other operationally complex digital businesses is highly desirable.
- German language skills are a strong advantage.
Work Arrangement
Hybrid
Additional Information
- Work from home: If your job does not require you to be in the office, we can arrange the place you work from individually - even for up to 20 days a year anywhere in the EU.
- Personal development: We support and encourage your individual development through various in- and external trainings.
- Redcare events: We promote teambuilding through creative team events, and celebrate our successes together at regularly scheduled parties.
- Corporate pension plan: We offer a company pension scheme and have a dedicated external consultant to offer you the best guidance and advice.
- Mental Health: Get quick and professional help from psychologists of nilo if you feel overwhelmed in private or professional life. Anonymous and free of charge.
