Business Head, Delivery and Courier Services
Posted Updated
Description
Our client is a technology-driven company building solutions that make it easier for individuals and businesses to complete everyday errands.
Their platform connects customers with the people, technology and operational infrastructure required to execute errands efficiently, reliably and at scale. They are building across multiple service categories, beginning with Delivery & Logistics.
They are seeking an entrepreneurial, commercially driven and execution-focused Business Head,
Delivery & Courier Services to lead, manage and grow our Delivery & Courier Services 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, taking responsibility for the vertical's strategy,
growth, revenue, profitability, operations, customer experience, partnerships and overall business
performance.
As the business owner of the vertical, you will be expected to build demand, strengthen service
delivery, develop a productive service-provider network, identify commercial opportunities and establish
a scalable, competitive and financially sustainable business.
The role requires someone who can think strategically, execute practically, make sound commercial
decisions and take full accountability for results.
This is not simply a logistics operations management position. It is an opportunity to build and lead a business vertical with meaningful responsibility for its commercial and operational success
This is not simply a logistics operations management position. It is an opportunity to build and lead a business vertical with meaningful responsibility for its commercial and operational success
Job Responsibilities
Business Leadership & Strategy
- Own the overall strategy, growth, operations and performance of the Delivery & Courier
Services vertical.
- Develop and execute the annual quarterly and monthly business plans aligned with client's corporate objectives.
- Identify market opportunities and translate them into commercially viable products, services and
growth initiatives.
- Establish business priorities, performance objectives and measurable targets.
- Build scalable business capabilities, processes and partnerships.
- Take end-to-end ownership of the vertical’s business outcomes.
Revenue, Growth & Commercial Performance
- Own revenue growth, customer acquisition, transaction volume and commercial performance.
- Develop and execute strategies to acquire, activate and retain individual and business
customers.
- Drive repeat usage and increase the frequency of completed paid errands.
- Build and manage a pipeline of businesses requiring recurring delivery and courier services.
- Identify new customer segments, revenue opportunities and commercially viable use cases.
- Develop strategic partnerships that accelerate demand and business growth.
- Collaborate with relevant teams on pricing, promotions, customer acquisition and go-to-market
initiatives.
- Continuously evaluate market opportunities and competitive developments to strengthen the
vertical's positionin
Business Performance & P&L Accountability
- Take ownership of the financial performance and P&L of the Delivery & Courier Services
vertical.
- Develop and manage revenue, cost, margin and profitability objectives in collaboration with
Finance and executive management.
- Monitor transaction economics, contribution margins and the financial impact of business
decisions.
- Balance growth objectives with service quality, operational efficiency and financial sustainability.
- Identify opportunities to improve revenue productivity, reduce avoidable costs and strengthen
margins.
- Prepare periodic business performance reports, forecasts and reviews.
- Recommend investments and interventions supported by clear business justification and
expected returns.
Operations & Service Delivery
- Ensure reliable, timely and efficient execution of delivery and courier services.
- Oversee the performance, productivity and effectiveness of the service-provider network.
- Monitor request acceptance, matching efficiency, fulfilment rates, turnaround times,
cancellations and service quality.
- Identify and resolve operational bottlenecks affecting service delivery and customer experience.
- Develop scalable processes that support increasing transaction volumes and geographic
expansion.
- Ensure operational issues and service failures are addressed promptly and effectively.
- Maintain appropriate operational controls and adherence to applicable service standards.
Customer Experience
- Own the overall customer experience and service quality for the vertical.
- Develop a strong understanding of customer needs, expectations, behaviours and pain points.
- Use customer feedback, complaints and operational data to identify opportunities for
improvement.
- Drive initiatives that improve customer satisfaction, trust, retention and repeat usage.
- Ensure consistent service quality for both individual and business customers.
- Work with Customer Support and relevant teams to improve service recovery and complaint
resolution.
Product & Technology Collaboration
- Work closely with Product Management, Design and Engineering teams to translate business
needs into product requirements.
- Identify technology improvements that increase customer adoption, operational efficiency,
fulfilment reliability and revenue performance.
- Provide business leadership and context for the development and enhancement of Delivery &
Courier Services capabilities.
- Participate in product discovery, testing, experimentation and continuous improvement.
- Use customer insights and operational data to recommend and prioritise product improvements.
- Support successful product launches and adoption of new capabilities within the vertical.
Data & Performance Management
- Define, monitor and take ownership of key commercial, operational and customer experience
performance indicators.
- Establish clear performance targets and regularly evaluate results against agreed objectives.
- Use data to identify business constraints, emerging risks and growth opportunities.
- Develop performance forecasts and implement corrective actions where required.
- Ensure decisions are supported by appropriate data, commercial reasoning and customer
insights.
- Maintain accountability for measurable business outcomes
Team & Stakeholder Leadership
- Lead and coordinate the teams and capabilities required to operate and grow the vertical.
- Establish clear responsibilities, performance expectations and accountability across the
business.
- Provide leadership to the vertical's business development, field operations, customer support
and other assigned functions.
- Collaborate effectively with Product, Engineering, Design, Finance and other shared functions.
- Build a performance-driven culture focused on ownership, execution, customer satisfaction and
continuous improvement.
- Represent the vertical in executive planning, performance reviews and strategic discussions.
- Develop productive relationships with customers, partners and other external stakeholders.
Job Requirements
- 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-enabled
marketplaces, last-mile delivery or another high-volume service business.
- Demonstrated experience managing business growth, operations, revenue or commercial
performance.
- Strong commercial and financial acumen, including an understanding of revenue, costs,
margins, profitability and unit economics.
- Proven ability to develop and execute customer acquisition, business development and
retention strategies.
● Strong analytical capabilities and experience using data to make business decisions.
- Experience building and improving operational processes, teams and service delivery
capabilities.
- Ability to manage competing priorities and deliver results in a fast-paced environment.
- Strong stakeholder management, negotiation and cross-functional leadership skills.
- Excellent written and verbal communication skills.
- Strong problem-solving ability, sound judgement and willingness to take responsibility for
outcomes.
- Experience building or scaling a business unit, startup or technology-enabled service operation will be
an added advantage.
What Success Looks Like
- 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.