Home delivery manager

About you

You are a strong leader who can lead by example. You have the ability to bring out the best in co-workers and to motivate them. You have an eagerness and passion to want to help customers. You are emphatic and able to solve problems with customer centric solutions. You are capable of planning ahead for business eventualities and unforeseen circumstances.

What’s more, we believe that you have the following knowledge, capabilities and motivation:

• Live and share the IKEA values every day

• Post Graduate

• 5-7 years Home Delivery management experience, retail preferred

• Strong mediation and counselling skills

• Strategic, analytical and tactical abilities

• Deep knowledge of local laws and regulations concerning the labour market

• Ability to acquire and analyse local market demographics as well as economic and labour market conditions

• Computer literate

About the role

You will manage and control the Home Delivery Department which comprises of Merchandise Pick Up, Home Delivery Desk, Back Office and Loading Bay. Your primary 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.

Key Specific Accountabilities:

Customers

• Provide a positive Home Delivery Service to all customers

• Develop and monitor the customer complaints system and various logs in regard 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

Financial

• 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 and 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