Last Mile Manager

CITYFURNISH INDIA PVT. LTD.

Job Description Last Mile Manager

Delivery, Logistics & Network Expansion

Department Operations / Supply Chain

Location Mumbai

Reporting To Head of Operations

Experience 5-8+ Years

Employment Type Full-Time

Travel Requirement Multi-city travel as required

About Cityfurnish

Cityfurnish is one of Indias leading furniture and appliance rental platforms, operating on a subscription-based model where customers rent products rather than own them.

Since 2015, we have been making it easier for urban professionals, families, and students across multiple cities to set up their homes. Our last-mile operations are critical to delivering a reliable customer experience through on-time, damage-free delivery, installation, pickup, relocation, and replacement services.

About the Role

We are looking for an experienced and highly driven Last Mile Manager to own and scale the complete last-mile operation — from the warehouse gate to the customer’s doorstep and back.

Unlike traditional one-way e-commerce logistics, Cityfurnish operates a two-way, high-touch last-mile model involving:

• Furniture and appliance delivery
• Installation and assembly
• Subscription-end pickups
• Inter-city and intra-city relocations
• Product swaps and replacements
• Repair-related movements
• Reverse logistics

The role will be responsible for managing the three key pillars of last-mile operations:

People | Fleet | Service Quality

The candidate will also play a critical role in setting up and scaling last-mile operations across new cities and serviceable zones.

Key Responsibilities

1. Manpower & Field Operations

• Plan, hire, roster, and manage field teams including:

• Delivery Executives

• Drivers

• Furniture Handling & Installation Teams

• Hub Supervisors

• Contract/3PL Manpower

• Prepare daily and weekly manpower plans based on delivery, pickup, relocation, and installation demand.

• Optimise workforce productivity through:

• Tasks per executive/day

• On-time login/start

• Utilisation

• Idle time

• Attendance

• Develop and manage incentive and performance-linked structures.

• Ensure compliance with attendance, grooming, uniform, training, and safety standards.

• Drive structured onboarding and engagement programs to reduce frontline attrition.

• Control labour cost per task/order.

2. Transport & Fleet Management

• Manage a mixed fleet consisting of company-owned and 3PL/vendor vehicles.

• Manage vehicles ranging from Tata Ace to 14-ft trucks, based on furniture and appliance requirements.

• Plan daily fleet capacity against delivery, pickup, relocation, and reverse-logistics requirements.

• Optimise routing and zone clustering to improve vehicle utilisation and reduce:

• Empty kilometres

• Cost per trip

• Cost per order

• Vehicle idle time

• Identify, onboard, negotiate with, and manage transport vendors.

• Own vendor:

• Rate cards

• SLAs

• Performance

• Monthly reconciliation

• Payment coordination

• Monitor fuel efficiency and cost per kilometre.

• Ensure vehicle fitness, insurance, permits, and driver compliance.

3. SLA & Customer Experience

• Own delivery and pickup TAT/SLA adherence against committed dates and customer slots.

• Ensure:

• On-time delivery

• Damage-free movement

• Proper installation/assembly

• Professional doorstep conduct

• Monitor and resolve operational exceptions and escalations in coordination with:

• Customer Support

• Warehouse

• Operations

• Procurement

• Drive improvement in CSAT/NPS across delivery and pickup touchpoints.

• Identify root causes of SLA breaches and implement corrective actions.

• Minimise penalties, failed attempts, customer complaints, and repeat visits.

4. Network Expansion & New City Launches

• Lead last-mile setup for new cities and serviceable zones.

• Develop the complete launch plan covering:

• Hub/service footprint

• Manpower requirements

• Fleet requirements

• Vendor onboarding

• Serviceable PIN codes

• SOPs

• Cost model

• SLA benchmarks

• Build a standardised Last-Mile Launch Playbook that can be replicated across cities.

• Work closely with:

• Category & Procurement

• Warehouse

• Product/Technology

• Finance

• Customer Support

• Ensure operational readiness before city/zone launch.

• Own the unit economics of new-city expansion, including:

• Cost per order

• Cost per task

• Manpower cost

• Transportation cost

• Ramp-up timelines

• Establish a clear cost and SLA improvement roadmap from launch to operational maturity.

5. Process, Technology & Cost Optimisation

• Standardise last-mile SOPs across all operating cities.

• Continuously identify opportunities to improve productivity, service quality, and cost efficiency.

• Work with operational technology platforms including:

• Odoo – Sales Orders, asset movement, and operational transactions

• Zoho Desk – Customer/service tickets

• Dispatch and route-planning tools

• Drive automation and implementation of real-time operational dashboards.

• Own the last-mile operating cost, including:

• Manpower

• Transportation

• Packaging

• Vendor costs

• Achieve and improve monthly cost-per-order and cost-per-task targets.

Qualifications & Experience

• 5–8+ years of experience in last-mile logistics, field operations, supply chain, or delivery operations.

• Experience in industries such as:

• E-commerce

• Q-commerce

• D2C

• Furniture

• Large appliances

• Rental/subscription

• 3PL/logistics

• Proven experience managing large blue-collar/frontline teams.

• Strong experience managing owned + outsourced/3PL fleet operations.

• Experience managing multi-city or high-volume last-mile operations.

• Proven track record of improving:

• Delivery SLA

• First Attempt Delivery (FAD)

• Cost per order

• Productivity

• Customer experience

• Experience in setting up or scaling operations in new cities/zones will be an added advantage.

• Graduate in any discipline.

• MBA/PGDM in Operations, Supply Chain, Logistics, or a related field is preferred.

Skills & Competencies

Operational Skills

• Strong understanding of last-mile and field logistics operations.
• Excellent manpower and fleet planning capabilities.
• Strong knowledge of routing, capacity planning, and delivery optimisation.
• Data-driven approach to operational decision-making.

Leadership Skills

• Ability to lead and manage large frontline teams.
• Strong people management and team-building capabilities.
• Ability to work effectively with internal teams and external vendors.
• Comfortable working on-ground and handling operational challenges directly.

Commercial & Analytical Skills

• Strong vendor negotiation skills.
• Cost control and unit economics orientation.
• Advanced Excel/Google Sheets and dashboard skills.
• Ability to analyse operational metrics and identify root causes.

Technology

• Familiarity with ERP, ticketing, dispatch, and route-planning systems.
• Exposure to Odoo, Zoho Desk, BI tools, or similar platforms is an advantage.

Behavioural Competencies

• High ownership and accountability.
• Bias for action.
• Strong problem-solving ability.
• Structured and analytical approach.
• Ability to remain composed under operational pressure.
• Strong communication and stakeholder-management skills.

Nice to Have

• Experience in furniture/appliance delivery and installation.
• Experience in reverse logistics, refurbishment, or product relocation.
• Exposure to rental/subscription-based business models.
• Experience working with large 3PL networks.
• Hindi and/or regional-language proficiency for frontline team management.
• Experience in launching operations across multiple cities.

What We Offer

• Opportunity to own a high-visibility and business-critical function.
• Direct exposure to senior leadership and strategic decision-making.
• Opportunity to build and scale the last-mile operating model across multiple cities.
• Fast-paced and entrepreneurial work environment.
• Competitive compensation with performance-linked incentives.
• Significant ownership in shaping Cityfurnish’s delivery and logistics network.