Senior Last Mile Manager – Great Britain
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Job Description
Senior Last Mile Manager owning delivery and returns operations for Westwing, Europe’s premium home-design e-commerce platform. Improving carrier performance, analytics, AI automation, and customer experience across the United Kingdom.
Responsibilities:
- Own end-to-end delivery and returns performance across the region to ensure a consistently premium customer experience
- Build and maintain carrier partnerships through commercial tenders, rate card negotiations, SLA enforcement, and data-driven reviews
- Spend approximately one-third of the time in the field conducting driver ride-alongs, auditing hubs, and investigating root causes on-site
- Develop and deploy self-built AI agents, automated workflows, and SQL data models for routine tracking, invoice auditing, and exception alerts
- Partner with Customer Care to establish joint Voice of the Customer routines, shared KPIs, and unified contact-reason taxonomies
- Lead and develop one Last Mile Coordinator by automating repetitive tasks and focusing on high-value human exception management
- Drive network innovations including PUDO networks, white-glove services, sustainable low-emission delivery, and streamlined reverse logistics processes
Requirements:
- 5+ years of experience in last mile, transportation, or e-commerce logistics
- Experience managing direct carrier relationships, commercial tenders, and a substantial P&L cost line
- Recognised depth in home delivery networks and complex returns operations
- Advanced proficiency in self-served analytics, including SQL and BI tools
- Direct, daily experience building AI agent workflows and task automations
- Willingness to spend approximately 33% of the time travelling in the region for delivery-van ride-alongs, depot inspections, and carrier audits
- Ability to partner with Customer Service or Customer Care teams to drive complaint reduction, damage prevention, and NPS improvements
- Outstanding commercial acumen and collaborative leadership skills
- Prior experience or readiness to manage 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 grow beyond your comfort zone
- Flexible working mode
- 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
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