About Be Group
Be Group is Vietnam's homegrown super app offering ride-hailing, food and parcel delivery, and fintech services across 21 provinces. Founded in 2018 and headquartered in Ho Chi Minh City.
Delivery — spanning P2P parcels and B2B logistics is a high-complexity, high-potential vertical serving both individual senders and enterprise clients. The Vertical Manager – Delivery is a full-ownership role with direct P&L accountability, working closely with the Head of Vertical Management and cross-functional partners across Product, Operations, Growth, and Marketing.
Role Summary
The Vertical Manager – Delivery owns end-to-end performance for Be's Delivery vertical across both P2P and B2B segments. You are responsible for volume, profitability, and service quality — ensuring on-time performance, low damage rates, healthy fleet utilization, and strong client retention while driving sustainable growth in a competitive market.
Key Responsibilities
Performance & P&L
- Own Delivery GMV, CM1, and CM1% across all cities, broken down by P2P and B2B segments.
- Monitor and drive SQI: OTP/OTD vs. SLA windows, FASR, damage/loss rate, complaint and refund rate.
- Diagnose root causes when SQI or CM1 deviates from target and propose action plans promptly.
Pricing & Competitive Positioning
- Define and maintain SLA tiers and pricing positioning for P2P and B2B segments.
- Work with the Head of Vertical Management to adjust delivery fees and incentive structures within GP guardrails.
- Monitor competitor pricing and service offerings; propose defensive or offensive responses as needed.
Fleet & Operations
- Manage fleet mix (bike/van/truck) and route fill factor against plan across cities.
- Ensure scan chain completeness and COD reconciliation discipline at T+1.
- Design and maintain operational playbooks: fleet shift planning, minimum fill targets, delay/damage/missed-pickup remediation.
- Work with Supply Manager and City Ops on driver and fleet partner quality, incentives, and coverage.
B2B Client Management
- Own B2B client NPS, retention, and pipeline health in partnership with Sales/Account Management.
- Develop and maintain B2B SLA packages and contract frameworks.
- Run monthly reviews with B2B Sales/AM and Growth to track client churn and Delivery-specific GTM performance.
Product & UX
- Represent sender and recipient needs in Delivery feature development — routing, scan, COD, station, and tracking UX.
- Build and maintain a Delivery product and ops roadmap for the next 2–3 quarters in alignment with Product and Head of Vertical Management.
Reporting & Governance
- Own the Delivery vertical dashboard: GMV, CM1, OTP/OTD, FASR, damage — per city, fully automated D+1.
- Run a weekly Delivery Performance Review: city ranking, red cities, client escalations, COD health.
- Maintain a decision log for all pricing changes, new B2B packages, incentive programs, and SLA structural changes.
Requirements
Must-have
- 4–7+ years in delivery operations, logistics, on-demand platform, or marketplace — with direct accountability for operational KPIs and P&L.
- Deep understanding of last-mile logistics: fleet management, route planning, SLA design, and COD/scan operations.
- Track record managing both B2B clients and consumer segments simultaneously.
- Data-driven decision making: able to independently diagnose OTP/OTD drops, fleet underperformance, or CM1 variance and act on findings.
- Proven cross-functional collaboration: Product, Ops, Sales, Finance, and Marketing.
Nice-to-have
- Experience in the Vietnamese market: knowledge of local logistics infrastructure, COD norms, and sender/recipient behavior.
- Familiarity with B2B contract structures, SLA negotiation, and enterprise account management.
- Background in fleet operations or supply chain management at scale.
Who You Are
- A performance owner — you hold yourself accountable for outcomes across both P&L and service quality, not just activities.
- Operationally rigorous: comfortable diving into route-level fill rates and presenting to enterprise clients.
- A strong cross-functional partner who can align stakeholders across Ops, Product, Sales, and Finance toward shared Delivery targets.
