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Logistic Manager – Delivery Experience

Summary

Salary
Competitive
Team
Supply Chain and Logistics
Location
Netherlands - Amsterdam 2 Office

About the role

Reporting to the Head of Logistics, the Customer Delivery Experience Manager contributes to the Logistics development of the region with focus on understanding the customer buying behaviours and the delivery service expectations across the various channels, analyse the logistics cost to serve and identify and lead implementations that will maximise Dyson’s service levels in balance with the related cost. He/she  will ensure that the long-term strategy for the region is supported by the  Logistics provider base and will work on increasing capability both internally and externally via various process and system improvement projects to achieve the ambitious growth targets.

MAIN ACCOUNTABILITIES:

  • Interview and canvas all types of customers to understand their desired buying behaviour in relation to Dyson, how our service matches their requirement, and identify areas for actionable improvement

  • Develop a deep understanding of logistics cost to serve in the region, and the levers that are available to reduce this, or to maximise service level

  • Analyse all B2B contractual SLAs to ensure that Dyson is not over or under servicing these customers

  • Use statistical sales data to understand the order profile of each line of business in every facility in the region, look for opportunities to work with warehousing and transportation to minimise order profile impact to cost and service

  • Work closely with Finance/Pricing teams to ensure that the company is fully aware of the variables in cost and can make informed decisions around the commercial logistics offer

  • Create the list of standard delivery services that meets the regional delivery experience expectations in line with business strategy and build and drive the road map how to bring all markets to expected level.

MAIN RESPONSIBILITIES:

  • Drive the implementation of the Logistics strategy

  • Work with the market Logistics leads, Warehousing manager, Transportation manager and Finance business partners to ensure that all cost items pertaining to service are captured at item level and well understood

  • Translate customer logistics requirements into network modelling recommendations and sponsor implementation

  • Deploy a standard way to measure Net Satisfaction on Delivery to be analyzed in conjunction with NPS (net promotor score) and used to inform Customer Service strategy

  • Ensure that customer requirements and feedback are taken into account in the operational SOPs deployed in warehousing and transportation

  • Align with control tower to bring digitized visibility to customers on their order status

  • Represent Logistics in projects for all new product launches

  • Ensure Continuous Improvement mentality is championed and implemented in Market Logistics teams.  Ensure Logistics processes are optimised, documented and followed

  • Identify training needs and opportunities to develop a highly skilled functional department

  • Relish the opportunity to pick up new activities that fall broadly in the purpose of the role.

  • Identify problems and find solutions

KEY STAKEHOLDERS:

  • Regional Supply Chain and market Logistics and Planning leadership

  • Global Logistics team

  • Regional Transportation, Warehousing and Control tower managers

  • Regional Sales & Marketing leads

  • Third Party Warehouse and Transportation providers

  • Customer Service

  • Global and Regional Finance teams

About you

Skills & knowledge:

  • Bachelor’s degree preferred in Business Management, Global Supply Chain, Engineering, or related field

  • Project management and project sponsor experience essential

  • Strong understanding of a matrixed network a definite plus

  • Demonstratable understanding of continuous improvement tools and techniques

  • Strong stakeholder engagement and influencing skills

  • Financially savvy with Business Case experience

  • P&L competent

  • Attention to details without losing bigger picture

  • Ability to deliver under pressure and to tight deadlines

Experience:

  • Minimum of 5 years’ experience in customer facing Logistics management

Benefits

  • Discount on Dyson products   

  • Company Pension scheme   

  • 29 days annual holiday plan   

  • Company Fitness plan   

  • EAP (Employee Assistant Programme)   

  • Life Assurance Plan   

  • Transportation allowance (0,21€/km regardless of the means of transport)   

  • Health Insurance – Medical Contribution    

  • Eye Examination & Computer Glasses Reimbursement 


Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.