Established in 1952 and online since 1999, Childrensalon is a fast-growing, award-winning, forward-thinking retailer, specialising in dressing children beautifully.  

Childrensalon believes there is beauty in diversity and difference, as resembled by our wonderful team. Our vision of being the most inclusive, diverse and humane company is very important to us as is our culture of fairness, openness and transparency. We are committed to the career progression and advancement of every team member as well as welcoming the best external talent in the industry. We offer a fun, challenging, collaborative, family-oriented work environment in our fast-paced and rapidly growing business and in turn will provide you with the opportunity to grow your career and make a difference.

Due to our growth we are looking for a Couriers and Delivery Manager to help out in our busy office in Tunbridge Wells. Under the direction of the Customer Support Senior Manager, you will be responsible for all the delivery services offered and for maintaining a good relationship with the carriers. You will be key in ensuring we offer the right delivery options to our customers, and that the carriers we work with are able to deliver the level of service we require.

Responsibilities:

- Responsible for answering all delivery related queries in a timely and efficient manner, ensuring that a professional tone-of-voice is
maintained throughout
- Managing and clearing exception reports on a regular basis and curating a workflow to ensure all exceptions are dealt with in a timely
manner, proactively keeping our customers informed
- Responsible for managing the carriers, including lane efficiencies, cost management, contract negotiations
- Performing carrier analysis on a quarterly basis to ensure the right service is offered, liaising with the relevant internal departments
- Ensure all information related to deliveries and carriers is shared effectively with the rest of the department to ensure consistency
- Analyse and manage the delivery charge table, ensuring we remain competitive and profitable in our bottom line
- Responsible for reviewing and updating the delivery table, including customs, taxes and fees information for the relevant countries
- Updating and maintaining knowledgebase about delivery, returns and courier information
- Collaborate with the Import/Export team to ensure up-to-date information on customs, taxes and fees is shared with the team, effecting any
changes required with the Tech team
- Investigate and claim for missing parcels, regularly analysing and reporting on our delivery performance for each carrier
- Collaborate with other departments at Childrensalon to ensure anomalies such as heavy items and future marketplace delivery issues are
considered and dealt with in a timely manner
- Keep up-to-date with and report on our competitors and the industry with all things related to delivery to ensure awareness and to remain
competitive
- Collaborate with the other Managers within customer service to ensure efficient and consistent service throughout
- Collaborate with other departmental Heads and Managers in key strategic projects involving customer experience

Key Skills:

- Excellent organizational skills
- Effective communication skills
- Strong analytical skills
- Negotiating skills
- IT Proficient
- Problem solving / decision making
- Be a confident and credible influencer
- Motivational, Leadership and People Management Skills
- Ability to coach and develop others
- The ability to remain diplomatic and confidently navigate challenging conversations

Experience:

- Previous experience in a similar role or within the b2c carrier industry
- Implementing agile and lean practices

This role is based at our Head Office in Tunbridge Wells with some remote working.

Childrensalon offers a highly competitive salary, company pension plan, health plan, fully subsidised gym membership, in-house yoga classes, company shuttle, generous holiday allowance and company discount.

Childrensalon is an equal opportunity employer and is determined to ensure that no applicant or team member receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race.

If you are interested and think you would thrive in this role, please apply to careers@childrensalon.com with your CV and covering letter about why you would like to work for us. Previous applicants need not apply.