Role Purpose:
This role is responsible for taking ownership and execution of Last Mile Excellence programs and projects geared towards KPI improvement.
This role will be responsible for execution of projects with a focus on monitoring and improvement of Last Mile Customer Experience metrics (on-time delivery, customer delay complaints %), Cost metrics (drop rate, CPO etc.) as well as Reach (delivery distances, % population catered to) for all countries where Carrefour is present, and for all verticals of last mile delivery.
Verticals are:
- EFood (scheduled delivery)
- CarrefourNow (Express delivery)
- Marketplace delivery for shipments handled by our 3PL partners as well as delivery handled by sellers themselves
- Warehouse/DC delivery
- Supplier’s own delivery for both large items purchased by customers through in-store and online
- Valet Trolley (store deliveries of smaller items from in-store purchases)
Some Examples:
Carrefour’s own delivery fleet (CarrefourMile).
- Tasks include but are not limited to testing new customized vehicles during the pilot, training of country teams on ensuring that all processes relating to managing own fleet i.e. own driver scheduling management, vehicle fleet management (fuel management, maintenance, service, insurance, registration etc.), improving drop rate by measuring and maximizing the utilization of CarrefourMile
Examples of potential projects in the pipeline:
- Rollout of Last Mile Audit Process
- Rollout of Driver Incentive plan for dedicated drivers (Efood or C4Now)
- CarrefourNow rollout across multiple countries
- Last Mile process for multiple MFCs i.e. IBN MFC, CLM MFC
- Rollout of Driver Training modules
- Dedicated fleet or CarrefourMile for Marketplace
- Dedicated fleet or CarrefourMile for DC (warehouse) Delivery orders
Role Details – Key Responsibilities and Accountabilities:
- Create the plan for execution of the project and outline SMART KPIs
- Ensure timely monitoring of each KPI with periodic reports to be submitted to management as required
- Ensure smooth rollout and functioning of Carrefour’s own fleet project (CarrefourMile), tracking process adherence and metrics like drop rate, on-time performance, driver attrition, vehicle utilization, and vehicle performance
- Analyze cost-benefit for each project and ensure buy-in from key stakeholders before initiating execution
- Take accountability of execution and liaise with all internal and external stakeholders to align on project plan
- Develop and maintain standard operating procedures, train and coach where required and ensure compliance
- Proactively highlight risks and build mitigation plans on new strategic projects; communicate the same effectively with management
Definition of Success:
- Successful project rollout meeting target KPIs. Objectives of each project could be a combination of the 3 KPIs of Last Mile i.e. Customer Experience, Cost and Reach.
- Customer experience: (measured via on-time delivery, NPS, customer complaints etc.)
- Reduce logistics last mile cost by increasing utilization/ efficiency (measured via Drop rate, CPO) by ensuring the correct last mile strategy is implemented
- Standardized last mile processes across countries barring exceptions due to local needs
- Ensuring Last Mile operations are implemented and executed in every market during expansion and growth and geographical reach of Carrefour’s Omni-Channel services
Functional/Technical Competencies:
- E-commerce Retail functional and process knowledge
- Stakeholder management – Ability to hustle and drive execution
- Great Data Analysis skills – Ability to identify the correct metric to measure, build dashboards, analyze data to identify problems and opportunities and put in measures to solve and improve
Qualification, Experience & Skills:
Minimum Qualifications/Education
- Bachelor Degree in any technical domain
- MBA preferred
Minimum experience
- Proven experience of 3+ years in project management roles with exposure to last mile delivery in large Ecommerce organizations (E-grocery is a plus)
- Proven experience having done data analysis and interpretation, and using data to convince key stakeholders to drive projects in the right direction
- Entrepreneurial experience will be preferred
Skills
- Exceptional project management and execution skills with focus on getting things done quickly
- Excellent problem solving and analytical skills as well as eagerness to be directly involved in field operations by training, mentoring and ensuring executions on the floor
- Excellent Excel and data interpretation and data analysis skills
- Ability to engage, collaborate and negotiate with both internal and external stakeholders
- Exceptional Communication and influencing skills
- Result driven individual with the will to learn quickly
- English (Full professional proficiency - Required) Arabic/Hindi/Urdu (Professional efficiency – Advantage)
