Home Delivery Manager

25 سبتمبر، 2022

0 4 2 دقائق

الوصف الوظيفي

UAE National Home Delivery Manager (logistics) – Retail Training Academy | IKEA

Overview of the role

Manage and control the Home Delivery Department which comprises of Merchandise Pick Up, Home Delivery Desk, Back Office and Loading Bay. The prime function is to effectively organise and manage human, technical and commercial resources in order ensure achievement of customer satisfaction and company objectives with a strong customer orientation and a service orientated approach.

What you will do

CUSTOMERS

Provide a positive Home Delivery Service to all customers
Develop and monitor the customer complaints system and various logs in regards to home delivery to ultimately improve overall service
Raise the company’s visibility of competitors through periodical monitoring of the local market

OPERATIONS

Management of the Home Delivery Area in order to maximise storage space and efficiencies in delivery times for customers
Maintenance of essential equipment ensuring available and in good working order
Direct the activities of the Customer Service Assistants to achieve level deliverables that should ultimately lead to efficient and delivery and assembly service
Optimise job allocation thus minimizing lead times and interacting with other departments to secure smooth operations
Maintain quality service of external suppliers which should also include periodic home visits to verify satisfaction
Develop and maintain policies and procedures that secure a safe environment for co-workers and customers, across the loading bay and desk areas, including fire safety
Safeguarding Home Delivery assets and curtailing losses as a result of direct theft or administrative irregularities

FINANCIALS

Review and monitor daily and monthly KPIs and analyse reports on various measurable factors against benchmarked figures (i.e. manpower productivity, etc). Working with the team to create meaningful actions to achieve agreed goals
Duty Management – in conjunction with the rest of the Store Management team support the Duty management rota ensuring that there is adequate support and cover for co-workers and customer alike
Provide support for the CRM function
Work alongside B2B in order to manage Delivery expectations.
Drive productivity goals in order to reduce feed time

PEOPLE MANAGEMENT & DEVELOPMENT

Manpower planning. Prepare plans, set productivities and supervise the maintenance team to ensure highest levels of work efficiency within the budgeted productivities, motivation and control all the budgeted cost
Conduct Performance development reviews and develop/create action plans based on the outcomes for the HSM team
Recruit and retain great staff by ensuring their competence and effective training to promote best working practices

المهارات

Required skills to be successful

Change Management
Organizational Development
Management Development
Performance/Compensation Management
Recruitment & Selection
Employee Relations
Mentoring/Coaching
Human Capital Metrics
Analytical skills, financial modeling skills, good communication skills and problem-solving skills

What equips you for the role

Must have a minimum of 5-7 years Home Delivery management experience, retail preferred
Must have strong mediation and counselling skills
Must have strategic, analytical and tactical abilities
Must have deep knowledge of local laws and regulations concerning the labour market
Must have the ability to acquire and analyse local market demographics as well as economic and labour market conditions
Must be computer literate