Landmark Group - Delivery Manager - Last Mile - Home Centre

ROLE OBJECTIVE :

To lead the Furniture Last mile (Delivery & Installation) operations to customers efficiently. To lead the team to focus on improving Customer satisfaction & driving continuous improvements processes across Customer complaint management, Cost, and SLA metrics

KEY RESPONSIBILITIES :

Budgeting & Capacity Management :

- Understand Annual forecasts to derive Operating plan/resources required for Last-mile operations

- Monitor monthly forecasts & review availability of resources (Drivers, Carpenters & Fleet) to offer lead time to customers within agreed SLA & monitoring the same across Emirates (Delivery Lead time - Purchase Date to Delivery Date)

- Explore, assess the quality, and Propose Outsourced Vendor Contracts to provide last-mile delivery and installation services to customers

- Review existing Hub network (Network Design) for cost & service viability, suggest changes in line with business requirements (Addition of New Hubs or Closure of Hubs to serve from Mother DC, etc.)

Existing Process Reviews & Improvements to better the service levels :

- Review Process adherence across all Customer touchpoints by Delivery Crew, explore areas of improvement to work on

- Oversee Cash Collection, Remittance process for Cash on Delivery Orders & suggest improvements

- Implement Technology developments proposed by IT & improve Adoption for increasing productivity and information accuracy

- Shall possess an understanding of Route planning Optimization within multiple organizational / customer posed constraints

- Drive continuous improvement initiatives to reduce cost, improve productivity

Health & Safety policy adherence :

- Understand all health & safety requirements in conducting Last mile operations on the field

- Conduct operations in compliance with Landmark Group Health & Safety policies and suggest revisions to work practices for further improvements

Customer Complaint Management :

- Ensuring the team to attend all complaints raised from customers on Deliveries in process & concluded deliveries including Warranty-related services

- Ensure the complaints are resolved as per Agreed SLAs & work on avenues of improving the TAT

- Analyze the causes of customer complaints and work on reduction/prevention methodologies, provide feedback to Quality & Merchandising teams

Team Management & Training :

- Review performance of the team at regular intervals to provide feedback against expectations and to suggest improvement plans

- Oversee team development, Internal career progression opportunities to drive motivation levels

- Assess skill gaps required for the team across areas and work on training programs to be conducted in conjunction with L&D teams for improvements

- Management of Delivery Crew Hygiene, Punctuality & Disciplinary issues as required

Stakeholder Management & Escalation Liaison :

- Liaise with Stores and other key stakeholders to communicate the business metrics periodically, collect feedback & work on improvement of Delivery service offerings

- Act as Key point of contact for all escalations related to Customer Deliveries for resolutions to be provided as per Service levels

Key Performance Metrics:

- Capacity Utilization (Vehicles & Crew)

- Delivery Lead time offering to Customer

- Customer NPS, CSAT scores

- Customer Complaints Resolution & Execution timelines

- Delivery on Time Attempt Rate

- Attempts for completion of an Order Delivery

- First Attempt successful delivery rate

- Re-scheduling instances, Pending Deliveries

- Per Vehicle Productivity metrics - Orders / Value / Assembly Time / Volume utilization etc.

Qualifications:

- Graduate or Post-Graduate

- Supply Chain / Data Analytics / IOSH certifications are added advantage

Experience:

- At least 5 years of Managerial experience in handling large operations

- Experience in handling large teams (100-150+ plus members across extended teams)

- Experience related to Route Planning & Customer Last mile operations is preferred