Senior Last Mile Manager – Great Britain

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take full responsibility for the delivery and returns performance across the region, ensuring a consistently exceptional customer experience.

• Establish and nurture carrier partnerships through commercial tenders, rate card negotiations, SLA enforcement, and data-driven evaluations.

• Allocate approximately one-third of your time to fieldwork, which includes conducting driver ride-alongs, auditing hubs, and investigating root causes on-site.

• Create and implement self-developed AI agents, automated workflows, and SQL data models for routine tracking, invoice auditing, and exception alerts.

• Collaborate with Customer Care to create joint Voice of the Customer practices, shared KPIs, and unified contact-reason taxonomies.

• Lead and mentor one Last Mile Coordinator by automating repetitive tasks and focusing on high-value human exception management.

• Drive network innovations such as PUDO networks, white-glove services, sustainable low-emission delivery, and streamlined reverse logistics processes.

⛳️ Requirements

• Minimum of 5 years of experience in last mile, transportation, or e-commerce logistics.

• Proven experience in managing direct carrier relationships, commercial tenders, and significant P&L cost lines.

• In-depth knowledge of home delivery networks and complex returns operations.

• Advanced skills in self-served analytics, including SQL and BI tools.

• Hands-on experience in building AI agent workflows and task automations on a daily basis.

• Willingness to travel approximately 33% of the time for delivery-van ride-alongs, depot inspections, and carrier audits.

• Ability to collaborate with Customer Service or Customer Care teams to enhance complaint reduction, damage prevention, and improve NPS.

• Exceptional commercial acumen and collaborative leadership abilities.

• Prior management experience or readiness to oversee direct reports.

• Business fluency in English.

🏝️ Benefits

• A high-performance culture built on trust, feedback, and collaboration.

• An inspiring international environment that empowers you to think big, take ownership, and expand beyond your comfort zone.

• Flexible working arrangements.

• 25 days of paid holiday.

• Paid special leave days.

• Enhanced maternity and paternity leave policies.

• Exclusive discounts: 40% off Westwing Collection, 20% off third-party brands, 10% Family & Friends discount, plus special-occasion vouchers.

• Mental health resources.

• Private health insurance.

• Enhanced employer pension contributions.

• Enhanced SSP regulations.