Senior Carrier Manager

Senior Last Mile Manager – UK

Remote, United Kingdom | Up to £80,000 + Benefits | Permanent

All the relevant skills, qualifications and experience that a successful applicant will need are listed in the following description.

If you know last mile inside out but you are equally comfortable negotiating with carriers, interrogating data and getting out into depots to understand what is really happening, this could be a seriously interesting opportunity.

We are partnering with a major international e-commerce and consumer brand that is looking to appoint a Senior Last Mile Manager to take ownership of its delivery and returns operation across Great Britain.

This is not a role where you will spend your week reviewing dashboards from behind a laptop.

You will own the operation commercially and operationally, working directly with carriers, Customer Care and internal stakeholders while regularly getting into the field to understand where service is working, where it is failing and how it can be improved.

The Opportunity

You will take responsibility for the end-to-end last mile and returns network across Great Britain, with ownership spanning carrier performance, commercial agreements, customer experience, cost control and continuous improvement.

You will have the autonomy to challenge existing processes, introduce new technology and build a more efficient, data-led and customer-focused delivery network.

A major part of the role will also involve using SQL, BI tools, automation and AI workflows to remove repetitive processes and improve visibility across the operation.

What You'll Be Doing

• Own end-to-end delivery and returns performance across the UK.
• Manage and develop relationships with last mile carrier partners.
• Lead carrier tenders, commercial negotiations and rate card reviews.
• Monitor and enforce carrier SLAs, service levels and operational KPIs.
• Own and influence a significant logistics cost line and associated budgets.
• Spend approximately one-third of your time in the field across the UK.
• Conduct driver ride-alongs, depot visits and carrier capability audits.
• Investigate service failures and identify operational root causes firsthand.
• Build SQL models, dashboards and self-service analytics.
• Develop AI agents and automated workflows for tracking, invoice auditing and exception management.
• Work closely with Customer Care to reduce complaints, damages and failed deliveries.
• Build shared customer-service KPIs and Voice of the Customer processes.
• Lead and develop a Last Mile Coordinator.
• Improve returns and reverse logistics processes.
• Explore innovations including PUDO networks, white-glove delivery and lower-emission delivery models.
• Continuously challenge how the network operates and identify opportunities to improve cost, service and customer experience.

What We're Looking For

You will ideally have 5+ years' experience within last mile, transportation, e-commerce logistics or home delivery, with genuine ownership of carrier relationships and operational performance.

We are particularly interested in people who can demonstrate:

• Strong experience managing external parcel, courier or home-delivery carriers.
• Commercial ownership of carrier tenders and rate negotiations.
• Experience managing a meaningful logistics budget or P&L cost line.
• Strong knowledge of home delivery and complex returns operations.
• Experience working within multi-carrier or multi-tier logistics networks.
• Advanced analytical capability using SQL and BI tools.
• Hands-on experience building automation or AI-enabled workflows.
• Experience using operational data to identify root causes and improve performance.
• Close collaboration with Customer Service or Customer Care functions.
• Evidence of improving complaints, damages, delivery performance or NPS.
• Strong commercial judgement combined with operational credibility.
• Leadership experience or the capability to manage and develop a direct report.
• Willingness to travel regularly throughout Great Britain.

The Important Bit

This role needs someone who is genuinely field-led.

Although the position is remote, approximately 33% of your time will be spent travelling across the UK, visiting depots, riding alongside drivers, assessing carrier operations and understanding problems at source.

If your approach to last mile is purely managing suppliers through monthly performance reviews, this probably will not be the right environment.

If you like understanding why something has failed, finding the data behind it, getting into the operation yourself and then fixing the process permanently, it could be.

What's On Offer

Salary: Up to £80,000

Location: Remote – United Kingdom

Alongside the salary, the wider package includes:

• 25 days' annual leave.
• Private healthcare and wellbeing support.
• Enhanced employer pension contributions.
• Enhanced sick pay.
• Enhanced maternity and paternity policies.
• Employee product discounts.
• Flexible working.
• International exposure within a fast-growing European organisation.

This is an opportunity to take genuine ownership of a high-profile UK last mile network within an international business that is investing heavily in improving its customer delivery experience.

Interested? xwzovoh

Apply directly or get in touch for a confidential conversation to discuss the business, operation and opportunity in more detail.