Carrier Executive

Role Overview

Reporting to the Head of Ecommerce, you will be pivotal in measuring and managing the performance of our Third-Party carriers. Your mission is to ensure our customers receive the best possible service while keeping costs optimised. Through detailed performance monitoring, system optimisation, and proactive escalation, you will ensure our logistics operations run at their peak.

What You’ll Do

• Carrier Management: Own the day-to-day relationship with our Third-Party carriers, escalating issues as necessary to keep operations running smoothly.
• Performance Analysis: Regularly measure carrier performance against SLAs, covering costs, customer service levels, returns performance, and lost/damaged stock.
• Strategic Optimisation: Review performance weekly; including a detailed analysis of invoices to identify cost-saving opportunities. You will also manage system set-ups (Metapack) to ensure parcels are sent via the most optimal services.
• Logistics Coordination: Work closely with our Distribution Centre to ensure compliance and track returns logistics at the parcel level, escalating any delays.
• Forecasting & Improvement: Forecast carrier volumes to secure necessary capacity, and drive proactive actions to reduce customer contacts.

What We’re Looking For

• Analytical Power: You are highly analytical, comfortable working through big data at the lowest level, and possess strong commercial acumen.
• Technical Proficiency: You are proficient in Microsoft Excel and have a continual improvement mindset.
• Experience: While not mandatory, knowledge of managing courier relationships is a significant bonus.
• Flexibility: This role is based in our Wimbledon Head Office, but requires the ability to travel to our Hemel Hempstead Distribution Centre and various carrier hubs as needed.