Director - City Logistics Zonal Operations - Retail/FMCG/Consumer Durable

About the role :

The incumbent will lead the zonal logistics operations (last mile and first mile). You will be responsible for creating world class last mile delivery operations capability for Non-Large in . You will be responsible for managing city logistics across the Zone to ensure on time delivery of goods and services. You are expected to bring operational success by transforming business processes. You will be accountable for creating and maintaining consistent feedback activities / mechanisms to ascertain the services levels of Delivery Hubs and each FE and encourage improvements. Responsible for creating efficient last mile delivery solutions with maximum flexibility and minimized cost. You will also be driving First Mile KPIs.

About the team :

City Logistics is the First Mile and Last Mile business of which is delivering 20 million shipments a month to 17000+ pin codes across India. City Logistics delivers a consistent excellence in consumer experience by delivering reliably, providing industry best doorstep delivery experience and managing variability at scale.

What you'll do :

Mandate :

- Responsible for creating world class last mile and First Mile delivery operations capability for Non-Large.

- Developing Culture toward Deep Customer Service orientation in terms of Handling, Response and Attitude towards customer.

- Responsible for creating efficient last mile and first mile delivery solution with maximum flexibility and minimized cost build.

- Responsible for managing city logistics across the Zone to ensure on time delivery of goods and services and bring operational success by transforming business processes.

- Design and Implement industry leading Best Practices for Speed in Delivery , Customer Experience , Seller Experience

- Responsible for Improving Customer NPS and Seller NPS

- Plan , Strategize and Execute Cost optimization measure and Manage the Zonal P&L as a Profit centre

Customer Focus :

- Responsible for customized enhanced delivery options to customer in terms of Goods handling, appointments etc.

- Responsible for customer delight in terms of Field Executive behavior towards customer.

- Build a culture of ownership, empowerment and customer obsession.

Business Focus :

- Define track and improve on key metrics pertaining to Non-Large delivery and customer delight in terms of delivery service.

- Responsible for world class Non-Large Handling system i.e. Van Design, Handling Equipment etc.

- Accountable for Planning, Design, Operationalization of new optimized delivery networks and delivery flexibility with the help of central teams.

- Drive continuous improvement and operationalize Business process Innovation. Work closely with other Business Units in in the process of strategic decision making with respect to FKL.

- Build and manages supply chain capabilities for a particular Zone impacting the function as a whole

- Work closely with Product team to build strong technology/System/for FKL Delivery Operations.

- Financial budgeting & execution - P&L accountability of City Logistics for the Zone.

- Develop, mentor and motivate the team spread across locations to achieve higher goals.

- Make growth path/strategy for Business and team.

- Strategic impact on the seamless operations of the city logistics vertical for the zone and the organization in general

- Responsible for People Management in order to motivate the team for continuous performance improvement and excellence

- Keep employee attrition to a minimum

- Create and maintain consistent feedback activities / mechanisms to ascertain the services levels of Delivery Hubs and each FE and encourage improvements

- Will be responsible For Zonal KPI matrix.

- New process implementations & Innovations.

What you'll need :

- B.E/B.Tech/MBA or any other similar qualification

- 12-16 years of relevant work experience in the supply chain domain including people management experience

- Deep understanding of Logistics operations in a highly scalable and available set-up

- Extensive understanding of the theories, practices and processes in the Supply Chain function. With thorough knowledge of the domain.

- Strong awareness of the latest trends and developments in the market to be able to make conscious decisions and strategies

- Acumen to solves new problems constantly due to the nature of the function, ranging from basic functionality requirements to issues with existing processes requiring innovative thinking

- Experience of managing teams and delivering high-quality deliverables on time.

- Experience with recruiting, coaching, mentoring and retaining the best technical talent

- Advanced Communication Skills and Strong Stakeholder Management skills required to manage relationships with both internal and external stakeholders

- Able to work with diverse teams which include design, product, technology.