Head, Last Mile

Job description

This role will be leading and manging the last mile operations team to consistently achieve daily, weekly & monthly operational goals. Also, act as the key responsibility holder for last-mile and fleet unit economics, maintaining tight control over operational costs and contributing directly to P&L performance, cost optimisation, and pricing-related decisions. ### Key Responsibilities - Effectively manage and communicate strategic objectives and operational initiatives, supported by clear KPIs, implementation plans, targets, and timelines. - Drive continuous improvement of internal operational processes, SOPs, and workflows to improve efficiency, reliability, and scalability. - Analyse demand and supply data to ensure adequate courier and fleet availability in line with delivery volume requirements. - Hire, train, coach, and monitor the performance and development of fleet and last-mile operations team members. - Use operational and performance data to identify opportunities to improve delivery quality, customer experience, and courier engagement, building a reliable and motivated last-mile workforce. ### Key Result Area: Last Mile Strategy & Planning - Develop and execute last-mile strategies aligned with business goals; plan delivery network coverage and capacity - Outcome/Deliverable : Clear last-mile roadmap; scalable and efficient delivery network ### Key Result Area: Operational Performance - Oversee daily delivery operations, dispatch, routing, and returns management - Outcome/Deliverable : Oversee daily delivery operations, dispatch, routing, and returns management ### Key Result Area : Cost & Budget Control - Manage operational budgets; monitor cost per delivery; identify efficiency improvements - Outcome/Deliverable : Optimised cost per parcel and controlled operational spending ### Key Result Area : Risk & Peak Management - Plan for peak periods, disruptions, and operational risks - Outcome/Deliverable : Business continuity and stable service during high-demand periods ### Key Result Area : People Leadership - Oversee workforce planning, performance management & upskill of the team - Outcome/Deliverable : Skilled, productive, and engaged operations workforce ### Key Result Area : Customer Experience - Manage delivery communications, issue resolution, and service recovery - Outcome/Deliverable : Improved customer satisfaction and reduced delivery complaints ### Requirements - At least Bachelor’s degree in Logistics, Supply Chain Management, Transportation, Business, or related field. - MBA or professional certifications (CSCP, CLTD) will be an advantage - **5–7 years** of experience in logistics, last-mile delivery, or supply chain operations. - Minimum **4–5 years in a senior leadership role** managing large-scale in-house last-mile operations. - Experience in e-commerce, courier, retail distribution, or on-demand logistics is preferred. - Strong leadership and team management capabilities. - Deep understanding of last-mile KPIs, routing, fleet management, and cost structures. - Highly analytical with strong problem-solving and decision-making skills. - Able to perform in fast-paced, high-volume operational environments. - Excellent communication and cross-functional collaboration skills