*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 solid 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

📌 Last Mile Manager (India)
🏢 Cityfurnish India Private
📍 India