Head of Courier Growth

2 weeks ago

London, United Kingdom RELAY Technologies Full time

In the future, almost everything we consume will simply materialise on our doorsteps – what we call “e-commerce” today
will simply be “commerce” tomorrow. But if we continue on today’s trajectory, the growth of e-commerce risks damaging the
environment, alienating our communities, and straining the bottom-line for small businesses.

Relay is an e-commerce-native logistics network. We are built from the ground up for environmental, social, and economic sustainability.
By building from the ground up we are able to entirely rethink both the middle and last mile enabling us to reduce the number of miles
driven to deliver each parcel, lower carbon emissions, and lower costs, all while channelling funds to community members.

At the same time, we’re fixing the last broken aspect of e-commerce for consumers: delivery. As shoppers, we should have complete
control over when and how we receive our purchases, and we should be able to return unwanted items as easily as we ordered them.
That’s why whenever you buy from a merchant powered by Relay, you’ll be able to reschedule your delivery at any time. And if you don’t
like what you ordered, at the tap of a button we’ll send someone to pick it up.

To orchestrate this complex ballet, Relay relies on a wide range of technologies, from advanced routing and planning to sophisticated
user experiences that guide our team members on the ground. We are looking for a Head of Customer Service Operations who will be
responsible for overseeing Courier, Client, and End Customer queries, and ensuring that our customers receive the highest level of service.
As a Customer Service Operations Lead, you will be accountable for key metrics such as customer satisfaction, response time, resolution rate, and team productivity. You will be responsible for building and leading a team of customer service agents, setting up processes and protocols, and implementing best practices for delivering exceptional customer service.

Responsiblities

Design, drive and oversee all courier growth processes, from acquisition and onboarding to activation as well as retention ensuring streamlined and efficientoperations

Strategically plan and execute to ensure that we have the right supply and composition of couriers needed to efficiently match our client demand based on our cost per parceltargets.

Translate complex and varied inputs into actionable initiatives that drive courier acquisition growth andretention.

Work cohesively with internal stakeholders to develop the overarching strategy for courier growth, ensuring it aligns with business forecasts and supplytargets.

Utilise quantitative and qualitative data to inform strategies, decision-making processes, and improvements in courier growth processes. E.g. analyse conversion rates across the funnel, perform A/B testing, optimise communication, conduct focus groups, and test different strategies to enhance courier acquisition andretention.

Team lead responsibility for Operations Managers and Courier GrowthMarketeer

You might be a great fit for this roleif…

There is truly no job in Courier Growth you would not be excited to take on. From launching new cities in no time to meet our rapid growth objectives to putting yourself in the courier's shoes by completing last mile routes to understand your impact on the end to end operations, you want to do it all. We don’t expect you to have done all of these jobs before, but we do hope you’ll be curious to learn how to dothem.

You have high agency and take pride of ownership in your work. You naturally take initiative, seeking out the best opportunities forimpact.

You have deep empathy for the humans for whom you work with, including, couriers, customers, partners, and your fellow colleagues. You seek out the chance to hear directly from them and go out of your way to incorporate their feedback into yourwork.

You are eager to rapidly implement change, see results and iterate quickly within new problemdomains.

You value and practise clear communication, active listening, and intentionalcollaboration.

Requirements

Have 5+ years of operations experience with a good understanding of marketing, sales & customer experience as well as previous team leadershipexperience

Have strong analytical and problem solving skills to get actionable insights out ofdata

Thrive in fast-paced settings and are always on the lookout to make an impactfuldifference

Ideally you bring experience from having worked in a fast growing delivery company managing a fleet ofriders

Proficient ability to transform raw data into actionable strategies that assist in informed decision-making at seniorlevels

General growth mindset (e.g. interest in working on A/B testing, CRM,messaging)

An analytical mindset combined with robust businessacumen

Exceptional command over both written and spokencommunication

An innate urge to excel in dynamic environments and drive significant businessgrowth

A natural leader able to continually motivate and drive a team of highly engagedindividuals

Apply Now

Full Name

Email

Phone Number

Website

Upload your resume

Please upload one file with the following types:
doc, docx, pdf, jpg and with a maximum file size of 7MB

#J-18808-Ljbffr

  • Head of Courier Growth

    5 days ago

    London, United Kingdom RELAY Technologies Full time

    In the future, almost everything we consume will simply materialise on our doorsteps – what we call “e-commerce” today will simply be “commerce” tomorrow. But if we continue on today’s trajectory, the growth of e-commerce risks damaging the environment, alienating our communities, and straining the bottom-line for small businesses. Relay is an...

  • Head of Courier Growth

    2 weeks ago

    London, United Kingdom RELAY Technologies Full time

    In the future, almost everything we consume will simply materialise on our doorsteps – what we call “e-commerce” today will simply be “commerce” tomorrow. But if we continue on today’s trajectory, the growth of e-commerce risks damaging the environment, alienating our communities, and straining the bottom-line for small businesses. Relay is...

  • Head of Courier Growth

    2 weeks ago

    London, United Kingdom RELAY Technologies Full time

    In the future, almost everything we consume will simply materialise on our doorsteps – what we call “e-commerce” today will simply be “commerce” tomorrow. But if we continue on today’s trajectory, the growth of e-commerce risks damaging the environment, alienating our communities, and straining the bottom-line for small businesses. Relay is...

  • Courier/ Crew

    1 month ago

    London, United Kingdom Floral Courier Full time

    **Company**: Floral Courier **Location**: London, UK Floral Courier, a premium flower courier service specializing in the delivery, installation, de-rigging, and crew support for florists in London, is expanding its team. We are looking for dedicated and passionate individuals to join us as Couriers with expertise in installation, de-rigging, and crew...

  • Head of Courier Growth

    2 weeks ago

    London, United Kingdom RELAY Technologies Full time

    In the future, almost everything we consume will simply materialise on our doorsteps – what we call “e-commerce” today But if we continue on today’s trajectory, the growth of e-commerce risks damaging the environment, alienating our communities, and straining the bottom-line for small businesses. Relay is an e-commerce-native logistics network....

  • Head of Courier Growth

    2 months ago

    London, United Kingdom RELAY Technologies Full time

    In the future, almost everything we consume will simply materialise on our doorsteps – what we call “e-commerce” today But if we continue on today’s trajectory, the growth of e-commerce risks damaging the environment, alienating our communities, and straining the bottom-line for small businesses. Relay is an e-commerce-native logistics network....

  • Head of Courier Growth

    5 days ago

    London, United Kingdom RELAY Technologies Full time

    In the future, almost everything we consume will simply materialise on our doorsteps – what we call “e-commerce” today But if we continue on today’s trajectory, the growth of e-commerce risks damaging the environment, alienating our communities, and straining the bottom-line for small businesses. Relay is an e-commerce-native logistics network. We...

  • Head/Director of Growth

    2 days ago

    London, United Kingdom Growth & Company Full time

    We’re hiring a Head/Director of Growth for a D2C fragrance marketplace, with big scaling ambitions.You’ll be: Able to work with a strong brand and beautiful product, making creative decisions that convert‍ A strong leader, someone who has an eye for strategic decisions and can develop them through to completion‍ Data and insight led. Highly numerate...

  • Head/Director of Growth

    3 days ago

    London, United Kingdom Growth & Company Full time

    We’re hiring a Head/Director of Growth for a D2C fragrance marketplace, with big scaling ambitions.You’ll be: Able to work with a strong brand and beautiful product, making creative decisions that convert ‍ A strong leader, someone who has an eye for strategic decisions and can develop them through to completion ‍ Data and insight led. Highly...

  • Head/Director of Growth

    3 days ago

    London,, UK, United Kingdom Growth & Company Full time

    We’re hiring a Head/Director of Growth for a D2C fragrance marketplace, with big scaling ambitions.You’ll be: Able to work with a strong brand and beautiful product, making creative decisions that convert‍ A strong leader, someone who has an eye for strategic decisions and can develop them through to completion‍ Data and insight led. Highly numerate...

  • Head of Logistics

    1 month ago

    London, United Kingdom The Growth Foundation Full time

    **About Women's Best**: Women’s Best was founded in 2015, and has grown to be loved by 4m+ female fans and customers across 150 countries, who use our high quality sports nutrition and apparel. We sell across a number of sales channels, both 1st and 3rd party eCommerce, Retail, Wholesale and Marketplaces globally, with the UK, USA & EU being key markets...

  • Courier Recruitment Administrator

    2 weeks ago

    London, United Kingdom CitySprint Full time

    **Courier Recruitment Administrator | London | Permanent** **Salary: £22,575** **Location: London** **Shifts: Monday - Friday, 08:30-17:30** **Benefits and perks**: - An **impressive holiday allowance** that rises in line with your years of service. - **Additional day off** for your birthday so you can celebrate in style. - **Death in Service**...

  • Courier Recruitment Administrator

    2 weeks ago

    London, United Kingdom CitySprint Full time

    **Courier Recruitment Administrator | London | Permanent** **Salary**: £22,575 **Location**:London **Shifts**: Monday - Friday, 08:30-17:30 **Benefits and perks**: - An **impressive holiday allowance** that rises in line with your years of service. - **Additional day off** for your birthday so you can celebrate in style. - **Death in Service**...

  • Deputy Head of Facilities

    4 weeks ago

    London, United Kingdom Bridge of Hope Full time

    Support the Head of Facilities with overall management of the following in-house contracted services: Domestic, Portering, Catering and outsourced contracted services: pest control (acute and community sites), courier, patient transport, linen - Be responsible for helping improve the department from a strategic point of view in key areas of low performance -...

  • De&s Defence Courier

    2 days ago

    London, United Kingdom Ministry of Defence Full time

    **Details**: **Reference number**: - 269268**Salary**: - £26,000- **Job grade**: - Other- Senior Technical Specialist II**Contract type**: - Permanent**Business area**: - MOD - Defence Equipment & Support - Operational Delivery**Type of role**: - Logistics - Operational Delivery**Working pattern**: - Flexible working, Full-time, Job share,...

  • Head of Ecommerce

    2 weeks ago

    London, United Kingdom Growth & Company Full time

    Job DescriptionWe’re hiring a Head of Ecommerce for a modern British ecommerce brand.Despite being a D2C household name, this business is growing fast with a lean team. They have experienced 50% growth (in revenue and headcount) over the last 2.5 years and are currently sitting at >£100M in YoY revenue.They are now on the lookout for an innovative Head of...

  • Head of Ecommerce

    2 weeks ago

    London, United Kingdom Growth & Company Full time

    We’re hiring a Head of Ecommerce for a modern British ecommerce brand.Scroll down for a complete overview of what this job will require Are you the right candidate for this opportunityDespite being a D2C household name, this business is growing fast with a lean team. They have experienced 50% growth (in revenue and headcount) over the last 2.5 years and...

  • Head of Ecommerce

    2 weeks ago

    London, United Kingdom Growth & Company Full time

    Job Description We’re hiring a Head of Ecommerce for a modern British ecommerce brand. Despite being a D2C household name, this business is growing fast with a lean team. They have experienced 50% growth (in revenue and headcount) over the last 2.5 years and are currently sitting at >£100M in YoY revenue. They are now on the lookout for an innovative...

  • Head of Ecommerce

    2 weeks ago

    London, United Kingdom Growth & Company Full time

    We’re hiring a Head of Ecommerce for a modern British ecommerce brand. Despite being a D2C household name, this business is growing fast with a lean team. They have experienced 50% growth (in revenue and headcount) over the last 2.5 years and are currently sitting at >£100M in YoY revenue. They are now on the lookout for an innovative Head of...

  • Head of Ecommerce

    2 weeks ago

    London, United Kingdom Growth & Company Full time

    We’re hiring a Head of Ecommerce for a modern British ecommerce brand. Despite being a D2C household name, this business is growing fast with a lean team. They have experienced 50% growth (in revenue and headcount) over the last 2.5 years and are currently sitting at >£100M in YoY revenue. They are now on the lookout for an innovative Head of...