The Delivery and Logistics Manager is responsible for leading the entire Delivery Center, ensuring seamless coordination of planning, zoning, dispatch, stock control, workshop support, field delivery execution, and post-delivery experience. The role safeguards service quality, ensures adherence to SOPs, and drives continuous improvement. It contributes significantly to cost control through manpower optimization, fleet utilization, and reduction of inefficiencies, while maintaining a strong focus on customer satisfaction.

1.2 Job Description

1. Leadership & Oversight

(1) Lead all Delivery Center functions, including Planning & Communications, Zoning & Loading, Stores, Workshop interface, Delivery Teams, and Post-Delivery Experience.

(2) Manage Assistant Managers, Supervisors, and Team Leaders, ensuring accountability and results.

(3) Uphold discipline, professional standards, and staff motivation across all teams.

2. Delivery Planning & Execution

(1) Ensure daily/weekly delivery planning is accurate and realistic.

(2) Monitor zoning, lorry allocation, and dispatch to maximize efficiency.

(3) Resolve scheduling conflicts, last-minute postponements, and urgent requests.

(4) Ensure express and VIP deliveries are handled without disruption to standard plans.

3. Stores & Inventory Control

(1) Oversee the DC Transit Store, Return Store, and Postponed Store.

(2) Ensure correct classification of returned items (damaged, rework, claims, etc.).

(3) Minimize congestion, stock ageing, and undocumented movements.

(4) Ensure 100% reconciliation with Warehouse and Finance teams.

4. Workshop & Rework Coordination

(1) Supervise the scheduling of repairs, adjustments, and revarnishing.

(2) Ensure rework is prioritized to prevent customer dissatisfaction.

(3) Monitor efficiency and productivity of workshop allocations.

5. Delivery Team Operations

(1) Ensure field teams comply with SOPs (loading, unloading, assembly, clean-up, customer handling).

(2) Monitor punctuality, safety, and professionalism of Drivers, Carpenters, and Helpers.

(3) Conduct performance reviews of Team Leaders based on delivery quality and customer ratings.

6. Post Delivery Experience & Ticket Management

(1) Ensure all deliveries are followed up with customer calls before team departure.

(2) Ensure all issues are ticketed, tracked, and resolved within SLA.

(3) Handle escalated complaints personally, especially repeat or VIP cases.

(4) Analyze complaint trends and initiate preventive measures.

7. Reporting & Continuous Improvement

(1) Prepare daily, weekly, and monthly reports on performance and exceptions.

(2) Provide insights on manpower utilization, fleet performance, damages, and complaints.

(3) Recommend process improvements and digital solutions to reduce manual inefficiencies.

8. Cost Control & Efficiency

(1) Manage and reduce overtime through proactive scheduling.

(2) Optimize lorry routes and space utilization to cut fuel and fleet costs.

(3) Reduce damages and rework through strict SOP adherence.

(4) Limit wastage of workshop spare parts and consumables.

(5) Introduce efficiency initiatives to improve productivity per employee.

1.3 Required Skills & Competencies

(1) Strong leadership and multi-team management.

(2) Analytical and process-oriented mindset.

(3) Excellent problem-solving and conflict resolution skills.

(4) Effective communicator with cross-department coordination skills.

(5) Coaching skills and can-do attitude

(6) Cost-conscious and efficiency-driven approach.

(7) Ability to maintain composure under pressure.

1.4 Working Conditions

(1) Based at the Delivery Center with oversight of operations in workshop, stores, and field.

(2) Cross-functional collaboration with Warehouse, Sales, Customer Experience, and Finance.

(3) Extended hours required during peak periods.

1.5 Qualifications

(1) Degree in Business, Operations, or Logistics.

(2) 6–8 years’ experience in logistics, delivery, or operations management.

(3) At least 3 years in a leadership/managerial role.

(4) Experience with customer service and inventory/fleet operations preferred.