Delivery Support Manager- Homechoice Distribution

HomeChoice is a leading omni-channel retailer, delighting our customers with an innovative range of curated products on personalized terms. Our aim is to provide multiple, convenient and easy retail shopping channels to guarantee that we meet all our customer expectations.

**Purpose of the role**

**Recruitment and Training**
- Establish the best of breed Driver recruitment program and provide support wrt recruitment for the delivery partners.
- Work closely with the L&D department to establish training programs that can be rolled out remotely on a national scale. Ensure drivers are equipped with knowledge to improve customer interactions and improve service levels
- Champion and communicate business initiatives and processes into the delivery network and ensure conformance with requirements
- Responsible for central communication to DP’s to ensure all principles, the recruitment/training of team members and the overall brand proposition
meet the brand standards.
- Develop communication platforms that allow effective (timely and understanding) dissemination of important information impacting the deliveries

**Business Development**
- Propose delivery network solutions through research, benchmarking and delivery partner feedback and drive initiatives through the right channels to fruition.
- Oversee role out of new processes within the delivery network.
- Establish forums for gathering feedback (roadshows, meetings, skype) and develop relationships with DP’s to translate operational challenges into action plans to timeously address delivery related concerns
- Participate in the expansion of the home delivery network by identifying suitable DP’s and hubs.
- Define and standardise Hub operations requirements and facilitate in set up of hubs to achieve these standards.

**Projects**
- Responsibility for conceptualizing and then engaging with business heads / project teams for implementing strategic logistics projects and solutions related to Driver network.

**Operations**
- Escalate ageing parcels in the field and communicate with relevant managers to ensure compliance to delivery and returns lead times.
- Manage a team of agents to support drivers on the road and improve delivery success rates.
- Manage the DP returns salvage process to ensure every opportunity to mitigate the return is exercised and be the final approval on all DP GR’s.
- Facilitate operations wrt resolution of customer queries by highlighting issues.
- Standardise all operations practices and reporting and ensure compliance across the network
- Work with operations to develop driver scorecards and work closely with the DP’s to develop sustainable solutions in areas of non-conformance.

**Delivery Excellent Program**
- Develop delivery excellence program roadmap with the operations management team and drive successful deployment of this initiative.
- Define critical KPI’s and working closely with the operations team drive the successful execution against these KPI’s. (delivery success rate, GR rates, GR reasons etc, parcel ageing, timing)
- Develop delivery incentive program that rewards success.
- Work closely with the Fulfilment analytics team to ensure volume allocation to DP’s is within capacity and drive reallocations where necessary to ensure service delivery is not jeopardised

**Health and Safety**
- Ensure drivers are aware of the hazards in their jobs and are equipped to mitigate any risks.
- Ensure driver have suitable equipment to handle product safely.

**Qualifications and Accreditation**
- B Degree
- Advanced Diploma

**Experience and Behaviours**
- Minimum 3-5 years experience in Delivery/courier experience
- Minimum 3-5 years experience in Customer Servicing background