Customer Delivery Strategy Lead

Role Overview

• Create, lead, and implement strategies for existing and new delivery services
• Ensure high service levels for deliveries to final customers, including retail, B2C, and B2B members
• Collaborate cross-functionally to co-lead the execution of marketing plans for delivery and recycling services
• Support Logistics/Transport specialists in pitching, documenting, and implementing new services
• Develop and lead strategies to drive customer adoption of new services
• Coordinate service activation preparation with Nespresso and 3PL operations
• Identify, document, and present IS/IT infrastructure requirements (OMS, TMS) to support delivery service strategies
• Partner with marketing, e-commerce, and customer service teams to develop and launch new delivery services
• Lead execution of customer improvement initiatives focused on efficiency and cost savings
• Communicate operational updates internally to Supply Chain and externally to 3PL partners regarding planned and unplanned situations
• Develop and execute short
• and long-term recycling strategies
• Design and implement delivery service strategies aimed at increasing customer recycling rates
• Drive continuous improvement programs with suppliers through regular performance review meetings
• Plan and develop customer surveys to assess delivery experience
• Leverage AI tools for data automation and process optimization
• Prepare reports and analyses for monthly and quarterly business reviews with third parties
• Maintain and communicate all financial data related to delivery services

Requirements

• Bachelor’s degree required; preferably in Supply Chain or related field
• 5+ years of professional experience in Supply Chain, Logistics, and third-party warehousing strongly preferred
• Demonstrated ability to convert business and operational strategy into prioritized project roadmaps and deliver end‑to‑end programs with measurable outcomes
• Proven track record of leading continuous improvement and building scalable processes from inception to implementation
• Proficiency in Microsoft Word, PowerPoint, and Excel (intermediate level or higher)
• Experience with ERP (Enterprise Resource Planning), OMS (Operational Management Systems), and TMS (Transportation Management System) systems
• Exceptional problem-solving skills with strong attention to detail
• Ability to thrive in challenging situations and under pressure
• Excellent communication and interpersonal skills
• Strong decision-making abilities and ability to work independently
• Results-driven with a strong service orientation and organizational/planning skills
• Ability to manage time effectively and adhere to deadlines
• Meticulous attention to detail.

Tech Stack

• ERP

Benefits

• Performance-based incentives
• 401k with company match
• Healthcare coverage
• Broad range of other benefits