About the role
The Head of Parcel Home Delivery will be responsible for developing and leading the distribution centres and carriers involved in receiving, handling, and delivering our parcel size products to customers’ homes.
Our ecommerce fulfilment is a major growth area within Dunelm and significant capital has been invested over the past 2 years. This role’s focus will be to leverage this investment and significantly move the Parcel Home Delivery service offering forward, both through improved service, managing our cost to serve and driving engagement of our teams.
The successful candidate will be responsible for the 3rd party fulfilment operations and the carrier contracts to deliver service and cost targets, as well as working with the wider business to define a long-term service proposition and development roadmap that delivers profitable growth. They will also be a member of the logistics senior management team which is focussed around the 4 key delivery channels: Store Delivery, Parcel Home Delivery, Two Person Home Delivery, and Returns.
Responsibilities
Lead the Parcel Home Delivery area with accountability for developing the customer service experience to become best in class and cost effective. This will include being responsible for:
- Central ecommerce fulfilment and parcel carrier activities, from central sites and direct from suppliers.
- Managing the 3rd party carriers including service and budget activities.
- Managing the 3rd party fulfilment partners including service and budget.
- Working closely with the Customer Contact Centre to improve the customer experience.
- Working with brand, commercial and other functions to define and deliver the customer proposition.
- Working with our technical support to define and refine the technical roadmaps needed to support this area.
- Driving improvement in customer service and costs.
- Review and optimise the end-to-end customer fulfilment processes.
Key measures include:
- Customer satisfaction.
- Operational costs – total and cost per unit.
- Colleague engagement.
- Health and safety performance.
- Delivery of related projects and continuous improvement initiatives to plan.
About You
You will need to be passionate about the customer and their experience when buying from Dunelm. You will be instrumental in driving Dunelm’s home delivery customer experience forward, whilst ensuring that this service is cost effective.
Proven track record in managing third party ecommerce fulfilment operations and common carriers. You will have extensive ecommerce and home delivery experience, with detailed knowledge of the UK ecommerce market.
You will have an analytical mind and be genuinely curious to understand our customers, colleagues, brand, and products. The role will require a continuous improvement mindset, using data and other insights to challenge the status quo. The ability to identify root cause problems and excellent stakeholder management skills, to enable the organisation to action the required improvements across multiple functions.
You will have superior influencing ability, able to convince and influence people across the business to improve all aspects of our ecommerce fulfilment proposition.
You will enjoy being part of a successful, supportive team that likes getting things done, dealing with the ambiguity created by growth, and managing a long list of exciting future opportunities.
Key attributes and experience:
- Leadership
- Experienced senior manager in ecommerce fulfilment space that has dealt with the complexity of balancing resources through peak sales periods.
- Experience and track record in successfully managing 3rd party ecommerce fulfilment suppliers. Not afraid to get involved.
- Experienced leader of people that can build effective engagement, able to effectively network and work effectively in a matrix environment.
- Communication
- Exceptional influencing and persuasion skills, able to communicate effectively and with impact, with all stakeholders internal and external to the organisation.
- Approachable, with time for, and interest in, the people with whom they work.
- Attitude
- High energy, active, engaging, inspirational.
- Has and demands high standards, owning issues and results, and operating with gravitas and credibility.
- Adaptable and responsive, unflappable under pressure.
- Technical skills
- Strong analytical skills being able to bring together and make sense of complex information sets.
- Strong commercial skills with recent experience of being accountable for a large cost centre.
- Broad ecommerce fulfilment skills, with automation experience being a plus.
- Degree preferred but not essential.