Logistics Operations Manager

As a leader in luxury retail in the Middle East, Al Tayer Group's retail division, Al Tayer Insignia, hosts a portfolio of some of the world's best luxury brands in the fashion, jewellery, home and department store categories. Complementing its position in luxury retail, Al Tayer Insignia has also built new frontiers in lifestyle retail, representing leading brands in the Beauty, Home, Fashion and Hospitality sectors. Our brands include Bloomingdales, Harvey Nichols and Armani to name just a few

About The Role

To manage the day-to-day operation of the warehouse, this includes from receiving of product to the warehouse to efficient transportation and distribution of products, delivery to customer via last mile and where required reverse logistic. Provide a high level of customer satisfaction. Oversee the efficient receipt, storage and dispatch of a range of goods. To ensure all customer returns are processed in accordance to the SLA, achieve Objective KR's and highlight any issues to relevant senior management. Owner of the full cycle of product from warehousing to online order fulfilment and last mile experience for our customers and brands. Oversee eCommerce last mile operation for the region and ensure high level of customer satisfaction and SLA.

What You'll Be Doing

Strategic Roles and Responsibilities

1. Recommend and establish country specific strategies for high volume business growth, aligning to the roadmap.
2. Provide local insight and regional specific updates to the Logistics Leadership team.
3. Collaborate with the business to anticipate and monitor the impact of changes to the overall success of the Omni-channel logistics initiatives. Including Digital operations, planning, buying, compliance, supply chain, fulfilment, analytics, and customer care centre. Ensuring the distribution and fulfilment operations are cost efficient and meet SLAs.
4. Implement the annual plan for warehouse & Last mile and manage associated budget for the areas of responsibility, monitor performance against this, initiate corrective action where necessary to ensure operations are conducted within the agreed financial parameters.
5. Implement work processes and flows in the warehouse to ensure appropriate policies and procedures are followed to cover key areas of logistics activity to always ensure effective working and minimizing cost/overtime.
6. Establish and continuously review departments workflows and job responsibilities in the warehouse and develop/recommend/gain approval to proposals for improvements to ensure work is organized and carried out in the most efficient (reduce overtime) and effective manner (timely operations).
7. Manage warehouse efficiency, accountable for product tracking, route analysis and re-routing recommendation to ensure optimization of space and efficient operations on the warehouse floor.
8. Manage the logistics marketplace operation in view of having multiple stores/brands online for customers.
9. Action the efficiency of the movement and storage of reverse logistics e.g. product tracking, route analysis and re-routing recommendations to ensure optimization of space and efficient operations on the warehouse floor, etc.
10. Develop and implement the changing plan for last mile transport & delivery services and manage the associated budget. Monitor performance against spend, initiate corrective action where necessary to ensure operations are conducted within the agreed financial parameters.
11. Contribute to cost saving strategy for warehouse distribution process, order fulfilment and Last mile delivery.
12. Ensure that during normal and peak demand periods the 2-hour last mile SLA is met for Ecom brands.
13. Review the NPS score, provide analysis and make recommendations to key stakeholders for improvements.
14. Support the sale event forecast and plan strategy to ensure all necessary resources are in place for efficient warehousing, distribution and on time delivery.
15. Cost matrix management to have a robust and effective model for warehouse and last mile.

Functional Roles and Responsibilities

1. Contribute to the budget planning for warehouse operation expense and effective last mile delivery operation.
2. Direct, develop and continuously review operations workflows, processes and job responsibilities within the distribution center and last mile environments.
3. Manage the fleet resources and ensure preventive maintenance of the vehicles to ensure efficient transportation capabilities.
4. Ensure all KPI's are adhered to and SLAs are achieved including HSSE and Fleet. Meet compliance requirements and monitor and report failings, taking corrective action where necessary.
5. Monitor & achieve Objective Key Results (OKR) against targets agreed with Business.
6. Manage the Transport Management System (TMS) and Warehouse Management System (WMS) ensuring that it is fit for purpose and can add to operational efficiencies.
7. To ensure that all sales force queries are logged, investigated, responded to and resolved in a timely and effective manner.
8. Prepare periodic reports for Finance, Customer Relations, Operations, and General Management as per the agreed templates and standards.
9. Manage day-to-day vendor relationships with External Fulfilment Partners and be the first escalation point for the vendor and internally within Al Tayer Retail.
10. Respond proactively on any critical situations that may impact the orders flow and can affect customer deliveries (Production Errors, Technical Outages, Cross Boarder, Seasonal Impacts).
11. Analyse 3PL performance data and produce regular management reports to senior management within logistics.
12. Control operational planning and capacity requirements including balancing internal workloads and capacity across the network.
13. Manage the disposal of expired and obsolete goods at respective warehouse to ensure high quality standards are maintained in the activities of the Company.
14. Direct, Optimize & coordinate full order cycle to fulfilment.
15. Collaborate closely with buying, Merchandising, Retail, digital & other teams to ensure that the business plans are understood, and that appropriate services & delivery capacity are available to meet demand.
16. Manage strategic, commercial, and operational relationship with third party logistics partners.
17. Develop and implement processes to optimize customer experience.
18. Keep track of quality, quantity, delivery time, transportation cost & efficiency.
19. Ensure timeliness & integrity of all inventory transactions.
20. Identify logistics, warehouse & transit time improvement opportunities & recommend options to improve.
21. Monitor guidelines implementation for delivery time commitments & ensure timely executions.
22. Manage the assigned vehicle facilities and preventive maintenance of the fleet to ensure smooth transportation activities.
23. Review Operational processes from a risk management perspective; identify and qualify new areas of risks and escalate concerns to the HSE committee appointed by the company.

People Management Roles and Responsibilities

1. Guide and motivate subordinates to enhance performance and produce quality work and ensure that they are continuously developed for higher level roles.
2. Maintain HSE practices in the working environment to minimize the opportunity of damage property and injury to self and colleagues. Pro-actively remind colleagues to behave in line with the HSE processes defined by the company.
3. Work closely with Talent acquisition to give direction on the skills and experience required for new talent coming into the team.
4. Ensure that new recruits are supported to ensure the successful completion of their probation.
5. Ensure that performances are reviewed regularly, and activities are conducted to ensure the continual development and productivity of all members of the team with positive reinforcement. This includes documented performance monitoring, coaching and development as well as conducting annual/quarterly performance reviews.
6. Regularly communicate to the team on operational performance and brief on upcoming events.
7. Support management of employee engagement issues and disciplinary matters to ensure that supervisors follow company process and values.
8. Create a positive work environment that results in low attrition, sickness and absence reduction to ensure that Collective and individual targets are met.
9. To utilize the Company's reward structures and employee recognition schemes to encourage and recognize outstanding performance.

Job Requirements

Education/Certification and Continued Education

1. Degree/Diploma, preferably in logistics/Supply chain disciplines from a recognized academic institution), postgraduate / training in relevant disciplines a further advantage or equivalent experience.

Years of Experience

1. 6-8 years of experience in warehousing & distribution with knowledge of retail/ perfumes and cosmetics and the local market.

Knowledge and Skills

1. Financial acumen with the ability to manage budgets and preferably good knowledge in WMS and Last mile delivery system.
2. Strong Communication and Interpersonal skills.
3. Experience in Logistics & Supply Chain from Fashion Retail/Online ecommerce sector.