Carrier Manager (Parcel and Returns Carriage)

About the role

At Debenhams Group, we are a diverse portfolio of five core brands (boohoo, boohooMAN, PrettyLittleThing, Karen Millen, and Debenhams) alongside a dynamic marketplace model and a growing financial services division, it keeps us pretty busy! We don't stand still, we lead, evolve, and redefine online fashion. With bold ambitions and big energy, we're on a mission to be the best, delivering the strongest propositions to our customers in the most engaging, innovative, and efficient ways possible. We thrive on change, innovation, and pace. Every challenge is an opportunity, and every day is a chance to push boundaries. If you're someone who embraces the unknown, thrives in a fast-moving, high-growth environment, and is ready to shape the future of retail, you'll love it here. We want visionaries, disruptors, and doers, people who bring fresh thinking, relentless energy, and the drive to make an impact. Be brave. Be creative. Be a community. THE ROLE We are looking for an experienced Service Delivery Manager with a strong B2C service-led & commercial background to join our Supply Chain function. This role will be instrumental in driving service excellence across our Parcel Carrier networks, ensuring a high standard of delivery & return performance, and embedding a culture of continuous improvement. In this role, the ideal candidate must possess exceptional attention to detail and apply a proactive mindset. This role demands a high level of accuracy and thoroughness, and an individual who can execute change at pace. WHAT YOU'LL BE DOING Lead quality and performance initiatives across carrier operations, ensuring high standards of service delivery. Apply a proactive mindset and exceptional attention to detail to identify and resolve service gaps. Identify trends, root causes, and improvement opportunities using data-driven insights. Drive immediate improvements in the Group's returns operational effectiveness, with a focus on smarter returns management, including our growing Marketplace model. Own and manage the end-to-end carrier performance framework, including KPIs, SLAs in line with contractual arrangements and produce actionable insights and recommendations. Champion continuous improvement and service innovation across the Service Delivery & Returns supply chain. Support strategic initiatives such as onboarding, compliance, and service innovation. Collaborate with carriers and internal teams to resolve service issues and implement corrective actions. Manage Claims to help reduce refunds and improve cash recovery for the business. Performance manage Debenhams Group's Outbound delivery, returns parcel & CMS/Returns platform suppliers against contractual SLAs. Work with Internal stakeholders and external service providers on continuous improvement plans to drive an improved operational & customer experience service, and with a commercial lens. Manage Debenhams Group Brands' delivery proposition, end-to-end, from website availability & FAQs through to seamless delivery to the customer, and everything in between. Lead & coordinate key tasks across supporting business functions; DC operations, Central Planning, Finance, Procurement & Tech. Lead on final mile carrier and return carrier integrations for the Supply Chain department, working alongside internal and external stakeholders. Work collaboratively with key stakeholders internally, including Customer Services, Brand Managers, Brand Finance & legal. Facilitate business processes & SOPs to create partnership transparency. Strong communication skills through Face to Face & virtual meetings, email & presentation skills. Experience in working in a complex business with many stakeholders, internally & externally. Develop and manage new initiatives to reduce consumer fraud, improve delivery solutions & enhance the delivery proposition for our business, considering the complex world of Marketplace. Exciting Projects You'll be leading; 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 that consolidates carrier-related claims data into a clear, actionable format. This report will be designed for both internal stakeholders and carrier partners, providing visibility into claim volumes, root causes, resolution timelines, and financial impact. Returns Optimisation : Support the Head of Carriers to drive new initiatives and lead the execution of the project with key business stakeholders Internal Orders & Staff delivery: Refresh the proposition & implement new solutions with robust processes that will deliver a streamlined, cost-efficient service for the brand stakeholders & deliver an enhanced proposition for our staff. Sustainability Initiatives: Support the Head of Carriers to drive new initiatives and lead the execution of the project with key business stakeholders WHAT WE ARE LOOKING FOR Experienced Carrier &

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