Program Manager - Last Mile

  • Gurgaon
  • 10-40 lakh
  • 2-15 years
  • Views
  • 01 May 2019

  • Operations

  • Internet/ ECommerce
Job Description

Educational Qualification: Engineering with MBA, 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- Benchmarking 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 final delivery
• 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 last mile related customer complaints month on month
• RTO % - less than 10 % against Sales (Avg. Of 1 year to be consider)
• 1 New Initiative in a Quarter
• Monthly Report and Actionable
• Over All cost reduction of 5% in 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 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

Competencies/Skill sets for this job

Last Mile Warehouser TAT Delivery