- They are seeking an entrepreneurial and commercially driven Head, Delivery & Logistics Services to lead and grow their Delivery & Logistics business vertical. This is an end-to-end business leadership role. The successful candidate will operate with the ownership and accountability of a business-unit leader, with responsibility for the vertical's strategy, growth, revenue, commercial performance, operations, customer experience, partnerships and overall business performance.
Business Leadership & Strategy
- Own the overall strategy, growth and performance of the Delivery & Logistics vertical.
- Develop and execute the annual and periodic business plans for the vertical.
- Identify market opportunities and translate them into commercially viable products and services.
- Define priorities, growth initiatives and performance objectives.
- Build the capabilities required to scale the business sustainably.
- Take end-to-end ownership of the vertical's business outcomes.
Revenue, Growth & Commercial Performance
- Own revenue growth and commercial performance for the vertical.
- Drive transaction volume, customer acquisition, activation, retention and repeat usage.
- Develop strategies to acquire and grow both individual and business customers.
- Build a strong pipeline of businesses requiring recurring delivery and logistics services.
- Identify new revenue opportunities, customer segments and use cases.
- Develop commercial partnerships that can accelerate growth.
- Work with relevant teams on pricing, promotions and go-to-market initiatives.
- Monitor the economics of the vertical and continuously identify opportunities to improve commercial sustainability.
Business Performance & P&L Accountability
- Take responsibility for the financial performance of the Delivery & Logistics vertical.
- Develop and manage revenue, cost and profitability objectives in collaboration with
- Finance and executive management.
- Monitor unit economics and the financial impact of key business decisions.
- Balance growth objectives with operational efficiency and commercial sustainability.
- Identify cost optimisation opportunities without compromising customer experience or service quality.
- Prepare periodic business performance reviews for executive management.
- Recommend investments and interventions required to achieve the vertical's objectives.
Operations & Service Delivery
- Ensure reliable and efficient execution of Delivery & Logistics services.
- Monitor fulfillment, turnaround time, acceptance, completion and other relevant operational indicators.
- Identify bottlenecks affecting service delivery and lead interventions to resolve them.
- Work closely with Operations and other relevant teams to continuously improve execution.
- Develop scalable operating processes to support increasing transaction volumes.
- Ensure operational issues are identified, escalated and resolved quickly
- Own the overall customer experience for the Delivery & Logistics vertical.
- Develop a deep understanding of customer needs, behaviors and pain points.
- Use customer feedback and operational data to continuously improve the service.
- Drive initiatives that improve customer satisfaction, retention and repeat usage.
- Ensure the service delivers a dependable experience to both individual and business customers.
Product & Technology Collaboration
- Work closely with Product, Engineering and Design teams to translate business and customer needs into product requirements.
- Identify product improvements that can increase adoption, conversion, operational efficiency and customer satisfaction.
- Provide business leadership and context for the development of Delivery & Logistics capabilities on the platform.
- Participate actively in product discovery, experimentation, testing and continuous improvement.
- Use product and operational data to identify opportunities for growth and optimization.
Data & Performance Management
- Define and own the key commercial and operational performance indicators for the vertical.
- Establish clear targets and regularly evaluate performance against them.
- Use data to identify problems, opportunities and areas requiring intervention.
- Develop performance forecasts and recommend corrective actions where required.
- Ensure major business decisions are supported by appropriate data and customer insight.
Team & Stakeholder Leadership
- Build and lead the capabilities required to successfully operate and scale the vertical.
- Establish clear responsibilities, targets and accountability for results.
- Collaborate across Product, Technology, Operations, Customer Support, Marketing, Finance and other functions.
- Represent the Delivery & Logistics vertical in executive planning and strategic discussions.
- Build productive relationships with customers, partners and other external stakeholders.
- Minimum of 5 years experience in a similar role.
- A Bachelor's degree in Business Administration, Logistics, Supply Chain Management, Economics, Engineering or a related discipline.
- Significant relevant experience in logistics, mobility, e-commerce, technology, marketplace operations, last-mile delivery or another high-volume service business.
- Demonstrated experience owning business growth, operations, revenue or commercial performance.
- Strong commercial and financial acumen, including an understanding of revenue, costs, margins and unit economics.
- Strong analytical capabilities and experience using data to make business decisions.
- Experience developing customer acquisition and retention strategies.
- Ability to build processes, teams and capabilities in a fast-growing environment.
- Strong stakeholder management and cross-functional leadership skills.
- Excellent written and verbal communication skills.
- Strong problem-solving ability and willingness to take responsibility for outcomes.
- Success means building a Delivery & Logistics vertical that:
- Customers trust, use repeatedly and recommend.
- Consistently grows its customer base and transaction volume.
- Delivers sustainable revenue growth.
- Maintains strong operational and service standards.
- Develops healthy and improving unit economics.
- Builds scalable processes, partnerships and capabilities.
- Makes an increasingly meaningful contribution to the overall business.