Project Manager - Delivery Experience (All Genders)

Company Description

With over 25 years’ experience, plus the same enormous passion and ambition we had on day-one, we’re trailblazers in the pet e-commerce industry. Our solutions make over 12 million customers genuinely happier – and that’s something we really care about. We work together to continually adapt; embracing change and the challenges it brings so that we can keep doing better. Join us and discover a place where your potential meets your passion for pets. That’s the power of plus.

Job Description

Project Management

• Plan, lead, and coordinate end-to-end projects within scope, timelines, and business objectives.
• Define project requirements, milestones, dependencies, risks, and success criteria.
• Monitor progress, ensure timely delivery, and manage changes when needed.
• Prepare and maintain project documentation, including plans, SOPs, dashboards, and reports

Process Analysis & Optimization

• Analyze operational data to identify risks, deviations, and improvement opportunities.
• Implement process enhancements, new standards, and best practices.
• Prepare deep-dives, business cases, cost models, and recommended action plans.

Cross-functional Collaboration

• Work closely with Product&Tech, Fulfillment, Last Mile, Procurement & Inventory, Finance, Shop Operations, and other business teams.
• Ensure smooth communication between stakeholders and provide regular project updates.
• Support problem-solving and facilitate effective information flow across departments.

Risk & Issue Management

• Identify project-related risks and define mitigation plans.
• Coordinate resolution of operational incidents or escalations related to projects.
• Prepare recommendations and escalation steps when deviations occur.

KPI Monitoring & Reporting

• Monitor performance indicators such as service levels, costs, efficiency, SLA adherence, and capacity.
• Report results and progress regularly to the Manager (common reporting line).
• Develop analyses, performance insights, and improvement recommendations.

Strategic Support

• Contribute to strategic planning and long-term development of the relevant operational area.
• Support creation of project roadmaps and evaluation of new initiatives.
• Participate in assessing feasibility and expected impact of future projects.

Premium Services Ownership

• Define and drive the roadmap for premium delivery offerings (e.g. next-day, nominated day, time slots)
• Monitor performance (adoption, cost, customer satisfaction) and identify optimization levers
• Collaborate with carriers and product teams to expand and standardize offerings across markets
• Build business cases and support rollout decision

Out-of-Home (OOH) Strategy & Share Growth

• Own the strategy to increase OOH delivery share (parcel lockers, pickup points, PUDO)
• Identify market-specific opportunities and barriers
• Partner with carriers and product teams to improve visibility and customer adoption
• Track performance and implement initiatives to shift volume from home to OOH delivery

Qualifications

• Bachelor’s or Master’s degree in Business, Supply Chain, Logistics, Operations Management, Engineering, or a related field.
• Additional certifications in Project Management (e.g., PMP, Prince2, Agile, Scrum) are an advantage.
• 3+ years of experience in project management, e-commerce, last mile delivery, logistics, supply chain, operations, consulting, or similar environments.
• Proven experience leading complex, cross-functional projects from concept to implementation in fast-paced organizations.
• Strong understanding of logistics, transportation operations, last mile delivery, and customer experience.
• Demonstrated ability to manage stakeholders, drive project governance, and deliver measurable business results.
• Strong analytical and problem-solving skills with experience building business cases and data-driven recommendations.
• Advanced proficiency in Excel and experience working with BI tools (e.g., Power BI, Tableau) and/or SQL.
• Excellent communication and stakeholder management skills.
• Proactive, structured, and ownership-driven mindset with the ability to thrive in a fast-paced, matrixed environment.

Additional Information

Headquartered in Munich, with offices across Madrid, Krakow, Wroclaw, London and Vienna, we collaborate because we genuinely love working together - so you’ll be at the heart of an incredible, multinational team. We trust each other to get the job done, which means you’ll benefit from hybrid working, spending 60% of your time in the office and 40% at home. There’s an option to work for 20 days abroad in approved countries too.

Add to that development opportunities that help you to shape your own career path, excellent training and support, wellbeing offers, subsidised transport or bike leasing, plus 20% discount across all our products, and you’ll begin to get a sense of what sets us apart. Find out more about the specific benefits at your local office in our blog posts.

A note on compensation: We believe in being transparent about salary ranges. The range shown reflects the full scope that the role can grow into over time, depending on experience, skills, and impact. Most offers are positioned around the midpoint of the range, ensuring a fair and consistent approach across our teams.

At zooplus, we believe in equal opportunity and support everyone to fulfil their potential. We recognise the power of listening and learning from each other and embrace diversity and inclusion of all.

#LI-Hybrid