Associate Director - Last Mile

The Associate Director – Last Mile will lead and own the strategic and operational execution of the last-mile delivery network. This role demands a hands-on leader who can scale operations, control cost, deliver on customer service commitments, and partner across functions (operations, supply chain, tech, analytics).

Key Responsibilities

• Define and execute the last-mile delivery strategy : network design, delivery partner model (in-house vs 3PL), zone modelling, service level (e.g., same-day / next-day) goals.
• Own P&L, cost per order, delivery cost reduction initiatives and overall delivery network economics.
• Establish and monitor key KPIs : On Time In Full (OTIF), delivery lead time, first attempt success rate, cost per delivery, returns on delivery attempts, customer satisfaction (NPS, CSAT) for last-mile.
• Build, lead and scale a team of last-mile operations managers, zone leads, delivery partner managers, and field supervisors.
• Drive process design and optimisation for last-mile operations : from dispatch, routing, delivery, proof of delivery, returns collection, to settlement with delivery partners.
• Partner with technology & analytics teams to implement route optimisation, real-time tracking, delivery partner apps, dashboards and automated workflows.
• Work with supply chain, fulfilment, and warehouse teams to ensure smooth hand-off into last mile, minimise bottlenecks, and improve end-to-end delivery speed and quality.
• Manage relationships with delivery partners / couriers / fleet vendors : selection, contracting, SLAs, performance management, cost negotiations.
• Plan for capacity, peak volume surges (sales / promotions / festive), geographic expansion, fleet planning and zone-infrastructure rollout.
• Ensure compliance with safety, regulatory and fleet standards (if in-house vehicles), and maintain strong focus on customer experience, driver safety, and service quality.
• Report to senior leadership on last-mile delivery health, present dashboards, identify risks, propose and drive corrective actions.

Required Qualifications & Experience