*CITYFURNISH*
*Last Mile Manager*
Delivery, Logistics & Network Expansion
Department Operations / Supply Chain
Location Primary metro hub (Bangalore / Gurugram / Mumbai) — with multi-city travel
Reports to Head of Operations
*About Cityfurnish*
Cityfurnish is one of India’s leading furniture and appliance rental platforms, operating on a subscription model — customers pay to use products, not own them. Since 2015 we’ve made setting up a home effortless for urban professionals, families and students across 7 cities. Reliable, on-time, damage-free delivery and pickup is core to the promise we make every subscriber.
*About the Role*
You will own the entire last-mile experience — from the warehouse gate to the customer’s doorstep and back. Unlike a one-way e-commerce delivery, our last mile is a two-way, high-touch operation: we deliver and install furniture and appliances, pick them up when subscriptions end, relocate them between homes and cities, and swap them on repair/replacement requests.
You’ll run the three engines that make this reliable at scale — people, fleet and service standards — and you’ll be the person who stands up last-mile operations when we enter a new city or zone.
*Key Responsibilities*
1. *Manpower Management*
- Plan, hire, roster and manage the field workforce — delivery executives, drivers, two-person furniture handling/installation teams and hub supervisors — across both owned and contracted/3PL manpower.
- Build daily and weekly manpower plans aligned to delivery + pickup demand, slot density and seasonality.
- Drive field productivity (tasks per executive per day, on-time start, idle time) and design incentive and performance structures.
- Own attendance, shrinkage, training, grooming/uniform standards and safety compliance for material handling.
- Reduce frontline attrition through structured onboarding and engagement, and control labour cost per task / per order.
2. *Transport & Fleet Management*
- Manage a mixed fleet — owned vehicles plus 3PL/vendor vehicles, from Tata Ace to 14-ft trucks suited to furniture loads.
- Plan vehicle capacity and mix daily against the combined delivery + pickup + relocation load.
- Optimise routing and zone clustering to maximise vehicle utilisation and minimise cost per trip / empty miles.
- Onboard, negotiate with and manage transport vendors; own rate cards, vendor SLAs and monthly reconciliation.
- Track and control fuel, cost-per-km and cost-per-order; ensure vehicle fitness, insurance and driver compliance.
3. *SLA & Service Quality*
- Own delivery and pickup TAT / SLA adherence against promised slots and committed dates.
- Ensure on-time, damage-free delivery, quality assembly/installation and professional doorstep conduct.
- Manage exceptions and escalations end-to-end with CS, Ops and warehouse teams.
- Drive doorstep customer experience (CSAT/NPS) for both delivery and pickup touchpoints.
- Reduce SLA breaches and the cost/penalty associated with missed slots.
4. *Network Expansion*
- Set up last-mile operations for new cities/zones — hub footprint, manpower ramp, fleet and vendor onboarding, and serviceable pin-code expansion.
- Build the launch playbook (SOPs, manpower model, vehicle model, cost model, SLA targets) and replicate it city to city.
- Partner with Category/Procurement, Warehouse, Product and Finance to scale capacity ahead of demand.
- Own the unit economics of expansion — cost-per-order targets at launch and a clear glide path to maturity.
5. *Process, Systems & Cost*
- Drive SOP standardisation across cities and continuous improvement of last-mile processes.
- Operate within the tech stack (Odoo for SO/asset movements, Zoho Desk for tickets, dispatch-planning tools) and push for automation and live dashboards.
- Own the last-mile cost line — manpower, transport and packaging — and deliver cost-per-order targets month on month.
*Key Performance Indicators (KPIs)*
- Cost per order / per task (manpower + transport)
- Vehicle utilisation % and fleet cost-per-km
- Field workforce productivity and frontline attrition
- Doorstep CSAT / NPS and damage rate
- New-city launch timelines and post-launch cost & SLA metrics
Qualifications & Experience
- 5–8+ years in last-mile / field logistics / supply-chain operations — ideally in e-commerce, q-commerce, D2C, large-appliance or furniture delivery, or rental/3PL.
- Proven experience managing large blue-collar field teams and a mixed owned + vendor fleet across multiple cities.
- Demonstrated track record of owning and improving delivery KPIs (FAD / SLA / cost-per-order) at scale.
- Experience launching or scaling last-mile operations in new cities/zones is a strong plus.
- Graduate; an MBA or Operations / Supply-Chain qualification preferred.
Skills & Competencies
- Strong data and dashboard orientation — fluent with Excel/Sheets, BI tools and operational metrics.
- Vendor negotiation and rigorous cost management.
- People leadership for large frontline teams; comfortable operating on-ground and in the field.
- Structured problem-solving and root-cause discipline.
- Familiarity with ERP / ticketing / route-planning tools (Odoo, Zoho Desk or similar) is advantageous.
- High ownership, bias for action and composure under operational pressure.
- Willingness to travel across cities with a field-first mindset.
Nice to Have
- Hands-on experience with furniture/appliance handling, installation or reverse logistics.
- Exposure to rental / subscription business models.
- Hindi plus regional-language comfort for frontline team management.
What We Offer
- Ownership of a core, high-visibility function with direct access to leadership.
- A fast-scaling business where you’ll build and replicate the playbook for new markets.
- Competitive compensation with performance-linked incentives.
Pay: ₹500,000.00 - ₹600,000.00 per year
Application Question(s):
- What is your experience in Manpower and Vendor management ?
- what is your experience in Last Mile, field Logistics and supply chain?
- what is your current CTC?
- what is your Expected CTC?
Work Location: In person
