Client Performance & Data Insights Lead

Courrio is a fast-growing Australian last-mile delivery company specialising in big and bulky e-commerce freight. We operate across Sydney, Melbourne, Brisbane and the Gold Coast, delivering thousands of consignments daily with strict SLA requirements.

We are hiring a highly analytical Client Performance & Data Insights Lead to take ownership of daily operational performance, SLA monitoring, reporting, and client communication. This is a role for someone who enjoys solving problems with data and managing operational outcomes.

This role combines analytics + daily operations. You must be strong in Excel, comfortable with client communication, and experienced in logistics or transport.

RESPONSIBILITIES:

SLA Monitoring and Daily Operations
Monitor delivery performance (DIFOT, attempted %, exceptions, scan latency)
Run daily morning performance checks and send summary reports
Flag at-risk consignments and follow up with depot teams
Investigate delivery failures and identify root causes

Reporting and Analytics
Build and maintain Excel and Power BI dashboards
Produce daily, weekly and monthly SLA reports for clients
Extract, clean and analyse data from our transport management system
Identify trends, bottlenecks and improvement opportunities

Client Communication
Respond to client emails related to delivery issues
Provide updates, root cause summaries and corrective actions
Join operational review calls with Australian clients

Issue Resolution and Follow-Through
Investigate missing freight, failed attempts, and routing issues
Maintain the daily escalations log
Coordinate with depot managers and ensure issues are resolved

Forecasting and Capacity Planning
Convert client forecasts into driver and labour requirements
Analyse historical data to identify patterns
Support peak season planning

Process Documentation
Create SOPs and process maps
Document workflows and improvements


REQUIREMENTS:

Technical Skills
Advanced Excel (Power Query, PivotTables, Power Pivot, XLOOKUP, dashboards)
Power BI experience (data modelling, DAX, visualisation)
Strong data cleaning and transformation skills
Ability to automate recurring reports

Operational Experience
Background in logistics, courier, transport, dispatch or 3PL
Strong understanding of KPIs and SLA-driven operations

Communication Skills
Excellent written and spoken English
Able to join calls with Australian clients
Clear and structured communicator

Work Style
Highly organised and detail-oriented
Proactive, analytical and able to work independently
Strong ownership and follow-through


WORK SCHEDULE:
Full time, remote
Monday to Friday

HOW TO APPLY:

Please send:

Your updated resume
A short cover letter explaining your relevant logistics + analytics experience
Samples of your work:
Excel dashboards or reports
Power BI screenshots or PDF exports
A short answer to this question:
“Describe a time you identified an SLA risk and how you handled it.”