Customer Delivery Manager

We are looking for an experienced and inspirational leader for our Glasgow Customer Delivery Centre. The Sofa Delivery Company prides itself on building great relationships across the business. We are looking for a leader with proven operational experience who can engage and lead the CDC team to deliver amazing customer experiences every day.

The CDC manager takes operational and financial responsibility for managing the safe and efficient operational standards for the site.  The successful applicant will lead a team of 80 people delivering upwards of 30,000 orders a year to our customers. Using the principles of our customer promise you will ensure the site is safe for our people to work in, carefully manage the costs, use data to deliver fantastic KPIs and work to support our ESG agenda.

At The Sofa Delivery Company, we know that a sofa is one of the most meaningful  things someone can buy. That’s why we’re on a mission to be the best two-person  delivery company around, delivering great experiences to our customers that count.

We’re big believers that a great job is not just something you have, it’s something you take pride in creating. You’ll be working alongside team members who live for the challenge and variety of our roles. No day is the same with us, and that’s the joy.

Think Customer

• You will lead a team of installation experts to deliver "Moments that matter" to our customers
• You will inspire and develop the team to ensure they provide operational excellence, resulting in great customer feedback for our teams via NPS scores
• You will work collaboratively with our brand partners to ensure we are delivering to their expected standards and maintaining a fantastic customer experience
• You will be passionate about doing the right things for our people and customer

Aim High

• You will control costs tightly in line with agreed budgets
• You will lead, coach, develop and motivate the delivery and warehouse teams in order to enable them work at their best everyday
• You will be responsible for appraisals, performance management and development plans of CDC Shift Managers, and training and development of the CDC team overall
• You will be accountable for auditable compliance on vehicle and trailer maintenance, truck downloads, driver time directives - a great knowledge of transport will be a huge asset!
• You will maintain high standards of Health & Safety and warehouse housekeeping to ensure the site is a safe place to work
• You will manage the recruitment of the best people for our business to ensure we are the best 2 person delivery service around

Be Real

• You will build strong and effective relationships with our partner brand retail teams to address cross functional operational issues and identify cross functional performance improvement opportunities that will impact on customer service or operational efficiencies
• You will be proactive in managing any disciplinaries, sickness and people issues with appropriate support from our People team
• You will be responsible for the management of delivery partners to ensure maximum efficiency and customer service requirements

The successful candidate will demonstrate the following:

• Excellent customer service skills
• Brilliant operational management, planning and scheduling skills
• Experience of using data to review performance and make decisions
• Fantastic people management skills with proven experience of inspiring great performance and managing poor performance
• Experience of managing a fleet of vehicles; knowledge of Transport Law governing Driving Hours and fleet maintenance will be a distinct advantage.
• Budget Management experience

• 30% colleague + 15% friends & family discount across the Group (DFS, Sofology, Dwell)

• Access to a wide range of perks, including amazing retailer and days out discounts

• We offer colleagues a wide range of wellbeing support and services to help maintain a happy and healthy mind, body and life

• Free, on-site, physio sessions

• Company Pension Scheme

• Group Sharesave Scheme

• Life Assurance & Company Sick Pay

• Enhanced maternity, paternity and adoption leave

Any offer is subject to DBS Checks