Program Manager - Last Mile - eCommerce - IIM/ISB/MDI/FMS

Educational Qualification: Engineering with MBA, from Tier 1

Roles and Responsibilities:

- Leading last mile deliveries of all cities in the country

- Enhancing the customer experience

- Liaising with multiple teams, such as Finance & Customer Service, and HO for smooth operations

- Working as a part of project teams to plan and implement new initiatives at Last mile operations

- Timely Delivery of orders

- Work towards customer experience enhancement

- Delivery as per committed schedule to increase customer experience ( Reduce Wait Time) .

- Vendor Development/ Alternate Vendor / New Initiative in the Industry

- Regular Vendor Evaluation ( Cost/Service/delivery TAT/Reach/RTO/Response on Query/ In transit DSP)

- Cost Reduction-Benchmarking and regular Negotiations to reduce overall Distribution call

- Cost Reduction- Bench marking and Regular Negotiation to reduce overall Reverse pick up cost

- Reduction of Overall TAT of Reverse Logistics from the time reverse pick up Request is raised to pick and finally deliver

- Team Management - ( Duty Roster, shift Planning, leave Management)

- Process Adherence

- COD reconciliation ( Follow up and Timely Receiving of same in our Account)

- Follow up with Internal Stake holders ( FC Manager/ Customer Service)

Key performance Indicators:

- 100% shipment Dispatch (Handover to LSP- s) same day

- Delhi NCR - 24-48 Hrs, Metro - 48 - 72 Hrs Rest - 48 - 120 Hrs, North East - 96 - 168 Hrs from Dispatch

- Customer experience enhancement by reducing the last mile related customer complaints month on month

- RTO % - less than 10 % against Sales (Avg. Of 1 year to be considered)

- 1 New Initiative in a Quarter

- Monthly Report and Actionable

- All cost reduction of 5% in the next quarter

- Reverse pickup should be picked within 48 Hrs of request and delivered at WH within 5 working day of pick up

- Complaint resolution for External customers - Within 48 Hrs from receipt of a complaint

- MIS - All periodic MIS should be circulated as per schedule ( Daily, Weekly & Monthly )

- Validation of Last mile Bills and COD reconciliations to be submitted to Finance within 10th of every Month for the previous Month

- Strong foundation in high volume operational setup; preferably in consumer businesses (e-commerce, Fashion, Logistics)

- Excellent stakeholder management, communication and reporting skills

- Problem Solving and Handling stressful and complicated situations

- Leadership and Team Management skills