Head of Carrier Management

THE ROLE

We are looking for an experienced and commercially driven Head of Delivery & Carrier Operations to lead our global delivery network across the Group. This role is responsible for managing carrier partnerships, Internal stakeholders, delivery performance and the optimisation of our outbound logistics network across all channels, including eCommerce, marketplace and returns.

THE CHALLENGE

You will play a key role in enhancing the Group’s delivery strategy, ensuring we provide a reliable, scalable and cost-effective delivery service that meets the expectations of our customers. Working closely with Supply Chain, Brand leads, Digital, Technology and Commercial teams, you will oversee the performance of our carrier network while continuously identifying opportunities to improve service, efficiency and customer experience.

This role combines commercial leadership, operational performance management and delivery network optimisation, ensuring we have the right carrier partnerships and operational capability to support the continued growth of the business.

WHAT YOU’LL BE DOING

Your Tasks and Responsibilities

• Develop and deliver the Group’s delivery and carrier strategy, ensuring it supports commercial growth and customer delivery expectations.

• Own and optimise the Group’s global delivery network, managing relationships with key carrier partners and ensuring the right mix of service, capacity and cost.

• Lead commercial negotiations with carrier partners, including contract management, rate structures and service agreements.

• Drive delivery performance across the network, monitoring key KPIs such as OTIF, cost per parcel, delivery success rates, claims and customer delivery experience.

• Own carrier performance management, business reviews and continuous improvement programmes.

• Ensure a consistent and reliable delivery and returns proposition across all channels, tailored to what the market demands.

• Work closely with Technology and Digital teams to support new shipping methods, carrier integrations, tracking capabilities and improvements to the end-to-end customer delivery experience.

• Own delivery capacity planning and network readiness, particularly during peak trading periods.

• Identify opportunities to optimise carrier mix, routes and network design to improve service levels and reduce cost.

• Manage risk and compliance across the delivery network, including shipping regulations and operational resilience.

• Drive sustainability initiatives across the carrier network, including emissions reporting and reduction programmes.

• Lead and develop the delivery and carrier operations team, building a high-performing and data-driven function.

WHAT WE LOOK FOR
Your Skills, Knowledge and Experience

• Proven experience leading delivery, transport or carrier operations within a retail, eCommerce or logistics environment.

• Strong commercial experience managing carrier relationships and negotiating large-scale delivery contracts.

• Experience managing high-volume delivery networks and complex multi-carrier environments.

• Strong understanding of last mile logistics and customer delivery experience.

• Experience operating within fast-paced retail or digital businesses.

• Strong analytical capability with the ability to use data and performance insights to drive operational improvement.

• Experience working cross-functionally with multiple brand stakeholders, Supply Chain, Commercial, Finance and Technology teams.

• Knowledge of international shipping, cross-border delivery operations and regulatory requirements is desirable.

• Experience working with transport, warehouse or order management systems is beneficial.

• Excellent organisation and time management skills, with the ability to prioritise and manage multiple initiatives and deadlines.

WORKING WITH US

At Debenhams Group, we thrive on change, innovation and pace. Every challenge is an opportunity, and every day is a chance to push boundaries. If you embrace the unknown, thrive in a fast-moving, high-growth environment and want to shape the future of retail, you’ll feel right at home here.

We’re looking for visionaries, disruptors and doers; people who bring fresh thinking, relentless energy and the drive to make an impact.

WHY JOIN US

Our mission is to create a workplace where everyone is respected, individual differences are valued, and people can be themselves at work — without exception.

2025 was a year of significant change for the Group. 2026 is about bold moves, real results and unstoppable momentum. If that excites you, you belong at Debenhams Group.

Our benefits include (subject to level and eligibility):

• Highly competitive bonus scheme, company pension, share schemes, private medical cover and life assurance
• Access to an on-site gym and free weekly Pilates, yoga and fitness classes
• 20% discount across all brands
• Comprehensive wellbeing package
• Dog-friendly offices (in selected locations)
• Ongoing learning and development with strong internal progression
• On-site canteen serving breakfast, lunch, snacks and hot drinks
• Free season ticket loan

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