Senior Last Mile Manager Great Britain (m/f/d)
Westwing · Full-time · Posted 2w ago
JOIN OUR TEAM
As a Senior Last Mile Manager, you will take complete regional ownership of our end-to-end delivery and returns operations, building and running a premium, failure-proof last mile experience. You will manage carrier performance, rate architecture, and service quality while leading one regional Coordinator and partnering shoulder-to-shoulder with Customer Care. We are looking for a hands-on, field-first leader who builds your own data models and automates repetitive workflows using AI agents to drive continuous improvement. This position is permanent and based in the United Kingdom.
WHAT YOU'LL DO
Here is what you can look forward to:
Our team is a diverse group of professionals aiming for high performance, working together at a fast pace in an inspiring, international and informal environment that enables you to grow your career while working with a brand and products our customers love. We’re made up of passionate people who are creative enough to disrupt the status quo, brave enough to fail and smart enough to win. So come, be part of the “wow, you work at Westwing?” crowd.
Diversity is deeply rooted in our culture. Our mission doesn’t stop to inspire only your design choices, it continues to embrace an inclusive lifestyle filled with respect to everyone’s uniqueness, cultural differences and equal opportunity. Department Operations
- Own the end-to-end delivery and returns performance across the region to ensure a consistently premium customer experience
- Build and maintain strong carrier partnerships by leading commercial tenders, rate card negotiations, SLA enforcement, and data-driven reviews
- Spend approximately one-third of your 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 to handle routine tracking, invoice auditing, and exception alerts
- Partner closely 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 their scope on high-value human exception management
- Drive network innovations including PUDO networks, white-glove services, sustainable low-emission delivery, and streamlined reverse logistics processes
- 5+ years of experience in last mile, transportation, or e-commerce logistics, managing direct carrier relationships, commercial tenders, and a substantial P&L cost line
- Recognised depth in home delivery networks and complex returns operations, understanding the specific challenges of multi-tier freight handling
- Advanced proficiency in self-served analytics (SQL, BI tools) and direct, daily experience building AI agent workflows and task automations
- Unwavering commitment to spend ~33% of your time travelling in the region to ride in delivery vans, inspect depots, and audit carrier capabilities firsthand
- Proven ability to work shoulder-to-shoulder with Customer Service or Customer Care teams to jointly drive complaint reduction, damage prevention, and NPS improvements
- Outstanding commercial acumen and collaborative leadership skills, with prior experience or readiness to manage direct reports
- Business fluency in English
Here is what you can look forward to:
- 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
- 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 to rest, recharge, and come back ready to create, plus paid special leave days and enhanced maternity and paternity leave policies
- Exclusive discounts - 40% off Westwing Collection, 20% off third-party brands (each on non-reduced items), 10% Family & Friends discount, plus special-occasion vouchers
- Wellbeing support through mental health resources and private health insurance
- Enhanced employer pension contributions and enhanced SSP regulations
Our team is a diverse group of professionals aiming for high performance, working together at a fast pace in an inspiring, international and informal environment that enables you to grow your career while working with a brand and products our customers love. We’re made up of passionate people who are creative enough to disrupt the status quo, brave enough to fail and smart enough to win. So come, be part of the “wow, you work at Westwing?” crowd.
Diversity is deeply rooted in our culture. Our mission doesn’t stop to inspire only your design choices, it continues to embrace an inclusive lifestyle filled with respect to everyone’s uniqueness, cultural differences and equal opportunity. Department Operations
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