Reporting To: General Manager
Department: Operations & Project Execution
Summary
Reporting to the General Manager, the Operations Manager / PM is a key member of the management team. He/she is responsible for handling the aftersales, installation and client facing for retail, systems and contracting projects and becoming the key point of contact for the customer during the site surveys, order placement, delivery and installation after the sales order is confirmed.
Key Responsibilities
Order Confirmation
- Ensure all supplier Order Confirmations are reviewed and signed off timely and appropriately.
- Oversee the development and client sign-off of any revised drawings and quotations.
- Approve and counter sign all Order Confirmations for order placement.
- Ensure any revised Quotation and Drawings are signed-off by client through the customer service process
- Coordinate with Procurement to ensure orders are placed on time as per client’s expectations.
- Manage client’s expectations with regards to order delivery.
- Ensure OC department coordinates with Installation and After Sales team for delivery / installation schedule.
Installation & Delivery – Retail Furniture and Systems
- Oversee the delivery, installation and customer experience for all Retail Furniture and Systems orders.
- Develop and coordinate the delivery schedule for all customers.
- Manage a team of 9 installers and 2-3 PMs.
- Manage the Installation manpower and outsourcing budgets.
Projects/Contracting
- Ensure all communication with contractor is properly and timely managed – written and verbal – payment claims, variation requests, and any other relevant contract communication necessary.
- Ensure installation of all project components is done timely and on budget and manage the manpower requirements for the project (outsourced as well as subcontracting).
- Manage installation project’s budget and ensure project is delivered as per budget in relation to materials,
- Sign off subcontracting companies to fulfill installation schedules.
Customer Service
- Oversee the Customer Service Function
- Ensure a customer satisfaction survey is conducted at least once a year by the Customer Service Department
- Act as a main point of contact for the customers after order is placed – communicating status of their order, site management, delivery and installation.
- Design and implement a customer satisfaction survey.
- Overall management of the CRM platform.
Team Management
- Manage 13 direct reports.
Experience and Requirement
- At least 10 years’ experience in systems and furniture installation
- Ability to cost and price systems installation
- Strong influencing skills, capable of engaging effectively with operational stakeholders
KPIs
- Achieve 90% or above customer satisfaction in installation
- Monthly budget management – On Budget.
- On time – ensure delivery of projects on time as per OH contractual responsibilities.
- Overall positive feedback on 360 anonymous feedback from colleagues and staff.
- Retention – 90% retention of all team members.
- % of Repair costs / Total item value to not exceed X%.
- % Deviation between Project design and actual materials used to deliver the project (accuracy of OCs)
Compensation & Benefits
AED 25,000 to 35,000 / month
+ Car
