Debenhams Group
Carrier Manager (Parcel and Returns Carriage)
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Service Delivery Manager – Supply Chain (Parcel Carrier & Returns) at Debenhams Group
We are a diverse portfolio of five core brands (boohoo, boohooMAN, PrettyLittleThing, Karen Millen, and Debenhams), combined with a dynamic marketplace model and a growing financial services division. Our mission is to deliver the strongest propositions to customers in innovative, engaging, and efficient ways.
We thrive on change, innovation, and pace—treating every challenge as an opportunity. If you embrace the unknown, flourish in high-growth environments, and want to shape the future of retail, we’d love to hear from you. We’re looking for visionaries, disruptors, and doers—people who bring bold thinking, relentless energy, and a drive for impact. Join a brand that values bravery, creativity, and community.
The Role
We’re seeking an experienced Service Delivery Manager with a strong B2C service-led and commercial background to join our Supply Chain function. This role will drive service excellence across our key Parcel Carrier networks, ensuring top-tier delivery and return performance, while embedding a culture of continuous improvement. Key demands include:
- Exceptional attention to detail
- A proactive mindset
- Ability to lead change at pace
- High standards of accuracy and thoroughness
Responsibilities
Core Responsibilities
- Lead quality and performance initiatives across carrier operations to ensure high service delivery standards.
- Apply a proactive mindset and data-driven insights to identify and resolve service gaps.
- Drive immediate improvements in the Group’s returns operational effectiveness, focusing on smarter returns—including marketplace expansions.
- Own and manage the end-to-end carrier performance framework, including KPIs, SLAs, and report actionable insights.
- Champion continuous improvement and innovation across Service Delivery and Returns supply chains.
- Collaborate with carriers and internal teams to resolve service issues and implement corrective actions.
- Manage Claims to reduce refunds and improve cash recovery for the business.
- Perform performance management of Outbound delivery, returns parcel, and CMS/Returns platform suppliers against contractual SLAs.
- Work with internal stakeholders and external providers on improvement plans for operational and customer experiences, with a commercial lens.
- Oversee end-to-end delivery propositions, from website availability (FAQs) to seamless customer delivery.
- Lead logistics coherence and integrations with DC Operations, Central Planning, Finance, Procurement, and Tech.
- Align with wide stakeholder bases, including Customer Services, Brand Managers, Finance, and legal teams.
- Facilitate clear business processes and SOPs to improve partnership transparency.
- Develop and manage initiatives in reducing consumer fraud, improving delivery solutions, and enhancing the marketplace proposition.
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Key Projects
- Carrier Performance Scorecard: Design and implement a monthly scorecard to benchmark carrier performance across key metrics.
- Supplier Claims & Refund Management: Develop a comprehensive Claims & Refunds Scorecard, providing visibility for internal and carrier partners into claim volumes, root causes, resolution timelines, and financial impact.
- Returns Optimisation: Lead initiatives under the Head of Carriers and collaborate with key stakeholders.
- Internal Orders & Staff Delivery: Refresh and implement streamlined, cost-efficient solutions for the brand stakeholders.
- Sustainability Initiatives: Support Head of Carriers in leading and executing projects.
Requirements
Must have: ✔ +5 years’ experience in Enterprise Carrier Logistics and Returns Management (UK/International).
✔ A solid understanding of Carrier and Returns solutions, particularly in marketplace delivery contexts.
✔ The ability to thrive in fast-paced, complex environments and proactively engage with diverse stakeholders.
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Key attributes sought:
- Strong Communicator: Tailor messaging to needle-moving stakeholders (verbally, virtually, and in writing).
- Persuasive & Influential: Build consensus and drive action across internal and external teams.
- Flexible & Adaptable: Willingness to take on new tasks, pivot and grow.
- Efficient: Demonstration of strong organisation and time management.
- Resilient & Resourceful: A natural ability to stay composed under pressure while maintaining focus.
- Persistent & Outcome-driven: Completing initiatives with initiative and determination.
- Team Player: Collaborative abilities with a high-energy work environment.
- Data-driven: Ability to interpret insights and drive informed decision-making.
- Ownership: Taking full responsibility—starting to finish on projects and actions.
Why Join Debenhams Group?
Culture & Mission
Debenhams is a pioneer—pushing boundaries, embracing challenges, and redefining online fashion. Our mission is bold, energy-driven, and results-oriented with exciting opportunities toshape the future of retail. Let’s ignite change together.
Benefits
(Subject to position and eligibility)
- Highly competitive salary, bonus scheme, pension, share schemes, private medical cover, and life assurance.
- Dog-friendly offices.
- No. 1 home gym on-site (Techno Fitness). Free weekly yoga, Pilates, and fitness classes.
- Discounts: 40% off in-store across boohoo, boohooMAN, PrettyLittleThing, Karen Millen and Debenhams sales / 20% off everyday retail.
- Wellbeing Package: Support for your mental and physical health.
- Networking & development opportunities: Commendable internal career progression.
- Gourmet on-site canteen, serving breakfast, lunch, hot drinks, and snacks.
- Free Season Ticket Loan Scheme (STLS).
Ready to drive the future of retail? We’d love to see your passion, energy, and drive thriving here! 🚀
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