Description
As Delivery Manager for Europe, you will be responsible for developing and executing a strategic delivery plan that ensures our customers receive their Cadillac branded vehicles in an effective and efficient manner aligned with Cadillac Brand Values and Customer Experience standards. You will oversee the day-to-day operations of the delivery process, focusing on four key areas: customer experience, vehicle readiness, delivery operations, and team leadership. Your role will involve streamlining and automating manual processes to enhance overall efficiency and effectiveness. This position requires to teamwork with many different functional areas within the company, from Sales to Finance, Logistics CX, GMF & CCA just to mention the most critical ones.
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Key Responsibilities:
Strategic Process Development and Implementation:
- Create and implement a comprehensive delivery strategy for Cadillac in Europe.
- Develop scalable processes to support initial operations in Switzerland, Sweden, France, and Germany, and plan for expansion across Europe.
Customer Experience:
- Ensure a seamless and exceptional delivery experience that reflects the luxury and sophistication of the Cadillac brand.
- Implement feedback mechanisms to continuously improve customer satisfaction and address issues promptly.
Vehicle readiness:
- Liaise with Logistics to control vehicle preparation, transportation, and delivery.
- Implement systems to track vehicle status and ensure timely deliveries.
- Reconcile Logistics objectives with Aftersales objectives to ensure the best possible vehicle in the most cost-effective manner.
- Champion registration requirements in the countries Cadillac is delivering vehicles and ensure adequate implementation.
Delivery operations:
- Manage and optimize delivery locations, including hubs and drop-off points.
- Work with Network team to set up locations that are strategically placed to maximize efficiency and customer convenience.
- Guide local Delivery teams (reporting into Head of D2C and in time into Head of Deliveries / Delivery Manager) in optimizing their location and delivery processes and providing an excellent and iconic delivery experience
Team Leadership:
- Lead, mentor, and develop a high-performing delivery team based at HQ as well as in country.
- Lead and influence key stakeholders without a direct reporting line to the position.
- Foster a culture of continuous improvement and operational excellence.
Process Improvement and Automation:
- Identify and analyze areas of the delivery process that can be improved.
- Identify and implement automation technologies to replace manual steps, reducing errors and increasing efficiency.
- Develop and maintain standard operating procedures to ensure consistency and quality.
- Provide visibility on executive and operational level on order status, delivery planning and customer readiness enabling clear customer expectations on vehicle delivery.
Collaboration and Coordination:
- Work closely with cross-functional teams. Key stakeholders are Commercial team (including B2B, Training & Commercial Offering, Remarketing, Supply Chain & Logistics), Customer Experience, Finance, Network, Digital, Customer Care and Aftersales.
- Coordinate with external partners and suppliers to ensure seamless delivery operations.
Performance Monitoring and Reporting:
- Establish KPIs and metrics to monitor the performance of delivery operations.
- Provide regular reports to senior management on delivery performance, challenges, and improvements.
Qualifications:
- Proven experience in a senior delivery or logistics role within the automotive or related industry.
- Proven Experience on Direct to Customer business for Premium/Luxury brands
- Strong understanding of Order to Cash processes.
- Experience in process improvement and automation, with a track record of implementing successful changes.
- Excellent leadership and team management skills.
- Strong analytical and problem-solving abilities.
- Exceptional communication and interpersonal skills.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
- Proficiency in relevant software and technologies used in logistics and delivery management.
Additional Description
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