Post Purchase Experience Manager

Description:

QVC, a global leader in retail and media, is seeking a Post Purchase Experience Manager to oversee and enhance all post-purchase activities, focusing on carrier and transportation tracking, customer communication, and operational efficiency across multiple international markets including Japan, the UK, Germany, and Italy.

The role involves managing internal teams and external partners, including key logistics providers such as Parcel-Lab/Narvar, to deliver seamless post-purchase experiences. You will define and monitor key performance indicators (KPIs), lead international optimization initiatives, gather and analyze customer feedback, and ensure alignment between various stakeholders, shipping providers, and service partners.

This position offers a dynamic and inclusive international work environment with flexible hours, hybrid working models, and extensive benefits including private health insurance (UK), paid vacation, partner discounts, and opportunities to work remotely within the EU.

Key responsibilities include:

• Managing the performance of internal and external logistics partners.

• Defining product strategies to support organizational goals.

• Conducting market analysis and implementing customer-focused improvements.

• Leading product lifecycle management for continuous enhancement.

• Acting as the main point of contact for post-purchase service providers.

• Ensuring seamless alignment between shipping operations and customer experience strategies.

The ideal candidate will have a strong educational background (university degree or equivalent), significant logistics and supply chain experience, fluency in English, and additional proficiency in a local language is highly desirable.