Head of Carrier Management

ABOUT STORD

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and strategically scaling teams across the entire company, and seeking energetic experts to help us achieve our mission.

By combining comprehensive commerce-enablement technology with high-volume fulfillment services, Stord provides brands a platform to compete with retail giants. Stord manages over $10 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite including OMS, Pre- and Post-Purchase, and WMS platforms. Stord is leveling the playing field for all brands to deliver the best consumer experience at scale.

With Stord, brands can increase cart conversion, improve unit economics, and drive sustained customer loyalty. Stord’s end-to-end commerce solutions combine best-in-class omnichannel fulfillment and shipping with leading technology to ensure fast shipping, reliable delivery promises, easy access to more channels, and improved margins on every order.

Hundreds of leading DTC and B2B companies like True Classic, Native, Seed Health, goodr, Sundays for Dogs, and more trust Stord to deliver industry-leading consumer experiences on every order. Stord is headquartered in Atlanta with facilities across the United States, Canada, and Europe. Stord is backed by top-tier investors including Kleiner Perkins, Franklin Templeton, Founders Fund, Strike Capital, Baillie Gifford, and Salesforce Ventures.

The Head of Carrier Management - Europe is a key driver in optimizing our global transportation network, with a specific focus on our UK and European footprint. Beyond shaping regional parcel carrier strategy and optimizing network design across national posts and regional specialists, you will serve as the commercial architect for our EMEA shipping products—owning pricing strategy, margin health, and surcharge pass-through logic. Additionally, you will act as the subject matter expert on UK/EU tax and compliance (VAT, IOSS, EORI) to support sales enablement and manage end-to-end carrier performance, operational escalations, and cross-functional analytics.

WHAT YOU’LL DO

Strategy & Network Expansion

• Network Design: Maintain and evolve a comprehensive parcel carrier strategy for our European fulfillment centers, balancing National Posts (e.g., DHL, La Poste) with regional heroes and final-mile specialists.
• Cost Optimization: Formulate recommendations for domestic and international strategies by analyzing spend patterns and forecasting demand.

Commercial & Margin Management

• Pricing & Margin Control: Own the analysis and reporting on pricing and margin across the business. Provide visibility on end to end cost controls; from when we receive a carrier invoice, to when that is billed to a customer/
• Surcharge & Pass-Through Management: Monitor carrier surcharges (fuel, peak, etc.) and ensure accurate pass-through logic to protect company margins.

Compliance & Sales Enablement

• Regulatory Expertise: Serve as the internal SME for UK/EU tax and compliance (VAT, IOSS, Customs Duties, EORI) specifically as they relate to our fulfillment services and software products.
• Technical Sales Support: Support the Sales and Solutions teams in high-stakes prospect meetings, providing the expert guidance needed to solve a client’s complex cross-border shipping hurdles.

Carrier Management & Accountability

• Daily Problem Solving: Act as the primary escalation point for day-to-day carrier issues, including missed pickups, capacity constraints, and hub injections.
• Performance Accountability: Monitor carrier performance against SLAs; host regular business reviews (QBRs) and hold carriers financially or operationally accountable for service failures.
• Process Engineering: Create and maintain Standard Operating Procedures (SOPs) that bridge the gap between our fulfillment centers and carrier operations.
• Cross-Border Excellence: Manage the complexities of intra-EU shipping and non-EU lanes (e.g., UK, Switzerland), ensuring carriers navigate customs and transit requirements seamlessly.

Analytics & Collaboration

• Cross-Functional Alignment: Work closely with Finance, Operations, and CX to ensure logistics strategies align with broader business goals.
• Metric Ownership: Drive improvements in key performance indicators (KPIs) including On-Time Delivery (OTD), Ship-to-Deliver speed, and cost-per-package.
• Data Translation: Use SQL and BI tools to turn complex shipping data into actionable insights for leadership.

WHAT YOU’LL NEED

• Experience: 5+ years of experience in logistics, transportation, or supply chain operations, with a proven track record in the European parcel market.
• Market Knowledge: Deep understanding of the European carrier landscape, including PUDO (Pick-Up Drop-Off) networks and Out-of-Home (OOH) delivery trends.
• Parcel Shipping Proficiency: Practical experience managing relationships and negotiations with major European carriers.
• Technical Skills: Advanced Excel skills are required, alongside proficiency in BI tools such as Omni, Tableau, Power BI, or Looker. Strong proficiency with AI tools is required such as Claude.
• System Fluency: Experience working within WMS, TMS, or ERP environments (e.g., SAP, Manhattan, Blue Yonder).
• Communication: The ability to be "firm but fair" with external partners and clear when presenting data to internal stakeholders.
• Language Skills: Professional fluency in English is required. Proficiency in additional EU languages is a plus.