Delivery Choice Is No Longer a Nice-to-Have
Sam Holden on PayPoint’s last-mile ambitions, ecommerce delivery expectations and the future of parcel networks.
New research has revealed that two in three UK online shoppers have experienced delivery problems, underlining how central fulfilment, flexibility and reliability have become to the ecommerce experience.
As retailers face growing pressure to meet rising consumer expectations, delivery is no longer just a back-end logistics function. It is now a key part of the buying decision.
We spoke with Sam Holden, Managing Director for Parcels and Ecommerce at PayPoint, about the changing parcels market, the role of delivery choice, and PayPoint’s ambitions in the UK last-mile sector.
Tell us about your role at PayPoint and what it covers day to day.
My role is focused on leading the strategic growth and operational performance of PayPoint’s national parcels and ecommerce network.
That covers a wide range of areas, from commercial development and partner relationships to the customer experience across our retail network.
What does strategic growth look like in the parcels and ecommerce space right now?
It means being very deliberate about where we invest and how we expand.
The parcels market is highly competitive, and expectations around service quality, convenience and reliability continue to rise.
What does transformation actually mean in practice for a network like PayPoint’s?
Transformation means challenging the way things have traditionally been done and asking whether there is a smarter, simpler or more efficient way to deliver the same outcome.
How do you approach building and leading high-performing teams?
You have to be clear about what good looks like, then give people the support and space to deliver it.
The strongest teams are those focused on continuous improvement, not just firefighting.
What is PayPoint’s broader ambition in the UK parcels and last-mile market?
We want to be a genuine market leader in last-mile solutions.
The foundation for that is our retail network and the carrier-agnostic model we operate through Collect+.
What would you say to retailers still treating delivery as a back-end logistics function?
Consumers are making purchasing decisions based on delivery options before they even add something to their basket.
Retailers that treat delivery as an afterthought risk handing an advantage to competitors that understand its commercial importance.
Delivery choice is no longer a nice-to-have. It is becoming a core part of ecommerce strategy.
The Bigger Picture
The findings reflect a wider shift taking place across the UK ecommerce and logistics market. As consumer expectations continue to rise, retailers and carriers alike are being challenged to rethink the role delivery plays within the overall customer experience.