Hani H.
Delivery Experience Manager @zooplus
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WORK HISTORY
Delivery Experience Manager @zooplus
Munich, DE
Oversee and optimize end-to-end delivery operations, ensuring on-time and accurate shipments for three markets of 10 million+ parcels a year.*Manage third-party logistics (3PLs) and courier relationships, Participate in negotiating service level agreements (SLA) and master service agreements (MSA).*Track and analyze KPIs (on-time delivery, delivery accuracy, customer satisfaction CSAT,NPS,VOC) to drive continuous improvement.*Monitor customer feedback, identify trends, and implement process enhancements to boost satisfaction.*Collaborate cross-functionally with logistics, procurement, customer care, and marketing to align delivery strategies.
EDUCATION
Université Chouaïb Doukkali
Bachelor's degree, Economics
Haute École Francisco Ferrer
Master's degree, Banking and Financial Support Services
UQAM | Université du Québec à Montréal
Certificate , Operations management
ABOUT HANI H.
Results-driven Operations Manager with extensive experience in logistics,Operations,Last Mile and process improvement. Proven track record of optimizing delivery processes, reducing costs, and enhancing customer satisfaction. Adept at cross-functional collaboration, KPI tracking, and team leadership. Passionate about leveraging data-driven strategies to improve efficiency and performance.
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