The Carrier Manager is responsible for managing the day to day performance of all third party carriers, which includes producing regular carrier specific performance reports, ensuring the timely submission and reporting of of claims, reconciliation of carrier invoices including investigation of surcharges and monitoring and escalation of carrier specific issues
Role key responsibilities:
Continuous Improvement Management with Carriers
Partner with teams to advise on and manage operational changes and processes to support new carriers and services
Prepare and participate recurrent business reviews, MBR's,QBRs and Operational and Customer Service workshops
Responsible for producing carrier SLA and compliance reports
Submission and management of carrier claims and service level penalties
Signing off of all carrier invoices including investigation into surcharges and subsequent reporting
Reviewing carrier routing options to optimise both service and costs
Creating and maintaining a suite of reporting/analysis to give insight into carrier performance and opportunities
Performance Management & Improvement
Monitor, recommend and act on our daily KPI trends associated with courier performance and effectiveness.
Analyse the efficiency across the UK and European networks and identify opportunities to improve service to our customers and reduce overall operating costs.
Presentation of weekly performance reports to the Operations Director/General Manager highlighting issues impacting service
Relationship Management & Development
Foster and develop relationships with our carrier partners, working collaboratively to solve problems and influence decisions relating to delivery delays and issues and procedures
Work cross-functionally with internal teams, particularly the Customer Contact team and Logistics team to understand and act on customer feedback, to enhance the overall customer experience
Management of the Carrier Claims team to ensure all opportunities for claims are actioned and maintained
Identify best practices/cost saving opportunities for courier routing within the UK and Europe.

Skill/competency
Proven experience working in an operational business within a courier-related management position, ideally in a fast-growing and dynamic environment.
Previous experience and understanding of large scale B2C parcel networks
Making data driven decisions which will have direct impact on customer experience
Structured problem-solver, comfortable solving ambiguous and dynamic problems.
Strong planning & organisational skills, with proven ability to scope and deliver cross-functional projects involving internal and external stakeholders.
Analytical mindset, with a passion for numbers and the ability to manipulate data using data visualisation to identify trends and take actions on findings.
Excellent communication and interpersonal skills to effectively collaborate with and influence stakeholders across different functions and levels of the organisation, internally and externally, Integrity
Teamwork
Accountability
Entrepreneurial approach

MandM is one of the biggest employers in Herefordshire and one of Europe's leading online, off-price retailers, selling branded Fashion, Sport & Outdoor products for Men, Women and Children.
We offer our customers fantastic value by partnering with companies who we have built long term relationships with, enabling us to offer our customers big household names and up-and-coming brands, giving fantastic value all year round.
We are located in the heart of Hereford City Centre in our brand new, state of the art office. The modern, stylish workspace was designed to encourage collaborative working, teamwork and creativity - everything that MandM is all about.
As our business continues to grow we are recruiting for a talented Carrier Manager to join our growing team.
Why not come be a part of our journey to success and take advantage of all MandM can offer you!
More than a role
Competitive Salary: Your talent deserves recognition
Company bonus: We succeed, you benefit
Career Growth: Opportunity to grow
Staff Discounts: Stay stylish with our exclusive discounts.
Company Pension: Secure your financial future.
️ Generous Holiday Allowance: Enjoy 5 weeks of well-deserved breaks. You even have the option to buy an extra week
Birthday Delight: Take your special day off to celebrate YOU
Free Parking
Health & Wellbeing programme; we'll look after you, At MandM, our employees are driven by a shared commitment to excellence and making a real impact in the industry. We pride ourselves on upholding these core values in everything we do.