Home Delivery Manager | Retail | ACE Hardware UAE

Job Requisition ID: 172822

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United A”rab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

Overview Of The Role

The Home Delivery Manager is responsible for managing and controlling the Last Mile Department, including Merchandise Pick Up, Home Delivery Desk, Back Office, and Loading Bay. This role aims to efficiently organize and manage resources to achieve company objectives with a customer-focused and service-oriented approach. The manager will ensure smooth logistics operations, maintain high customer service standards, and support other departments in achieving organizational goals.

What You Will Do

Customer Service

• Develop and monitor the customer complaints system and logs to improve overall service.
• Raise the company’s visibility of competitors through periodic monitoring of the local market.
  
  

Home Delivery Management

• Manage the Home Delivery Area to maximize storage space and delivery time efficiencies.
• Ensure maintenance of essential equipment is performed and equipment is in good working order.
• Direct Customer Service Assistants to achieve deliverables leading to efficient delivery and assembly service.
• Optimize job allocation to minimize lead times and interact with other departments for smooth operations.
• Maintain quality service with external suppliers, including periodic home visits to verify satisfaction.
• Develop and maintain policies for a safe loading bay and desk area environment, including fire safety.
• Safeguard Home Delivery assets and minimize losses due to theft or administrative irregularities.
• Review and monitor daily and monthly KPIs, analyze reports and create actions to achieve goals.
• Take initiatives for better customer experience and ensure cost savings.
• Conduct MIS reporting and troubleshooting.
• Implement last mile operations in new locations as the portfolio grows.
• Coordinate with EIT to implement last mile operation projects and best practices.
  
  

Store Support

• Support Duty Management in conjunction with the store management team to ensure adequate support and coverage for co-workers and customers.
  
  

Required Skills To Be Successful

• Strong organizational skills and the capacity to manage multiple priorities efficiently.
• Ability to lead and train junior team members while maintaining a proactive attitude.
• Operational ability in a large-scale, diverse environment with experience in resource planning.
• Excellent verbal and written communication skills with experience in customer service delivery.
  
  

What Qualifies You For The Role

• Degree graduate in Business Administration, Supply Chain Management, or E-commerce.
• Minimum of 3-4 years experience in a similar role with strategic, analytical, and tactical abilities.
• Proficiency in leading both physical and virtual teams and dealing with third-party service providers.
• Exceptional customer-facing skills and in-depth knowledge of escalation procedures and incident management.
  
  

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.