After Sales Operation Manager - Furniture

Job OverviewResponsible for designing, implementing and governing the operational processes thatconnect Sales, Production, logistics, delivery, installation and service case managementacross the GCC and EU.The role serves as the central Sales Operations control function for both customer & stockorders, B2C and B2B orders and additional project-related service requirements. It providesconsolidated visibility of order volumes, installation requirements, goods availability, plannedgoods movements, delivery capacity and operational risks.The SOM acts as the primary commercial interface to Production . The roleensures that communication between Sales Operations and Production is consolidated,structured, prioritised and supported by reliable operational data.While the Sales Administrators and Sales Operations Executives remain responsible for thecompleteness, accuracy and system entry of individual customer orders, SOM maintainsoversight of the overall order portfolio and the resulting operational requirements.The role will build and lead the required capabilities for transport and pick up coordination,import and export administration, local delivery, installation and customer claimsmanagement. The future operating model is expected to combine internal resources withqualified third-party service providers.The initial scope covers B2C customer orders, stock orders and display items, as well as Furniture B2B project orders. Responsibility for dealer-related goods movements will beadded as the dealer network and business model develop.

Duties and Responsibilities

• Design, document and continuously improve Sales Operations and fulfilmentprocesses.
• Maintain consolidated oversight of orders, stock requirements, display items, projectorders and planned goods movements.
• Act as the main Sales Operations interface between Sales and the Head of Planning &Production Delivery.
• Monitor production status, expected goods availability, shipment requirements (basedon country of final destination) and customer delivery commitments.
• Coordinate operational priorities and escalate delays, risks and capacity constraints.
• Lead operational forecasting for production requirements, shipments, deliveries andinstallation capacity.
• Build and manage a team responsible for transport coordination, import and exportadministration, delivery and installation planning.
• Coordinate national and international goods movements, including intercompanymovements between Europe and the UAE.
• Oversee import, export and customs processes through the responsible internal teamand specialist service providers.
• Develop and manage a hybrid delivery and installation model using internal andexternal resources.
• Brief and monitor third-party delivery and installation operators. Procurement remainsresponsible for sourcing, negotiations and contracting.
• Coordinate all customer claims, including product, transport, delivery and installationcomplaints.
• Work with QA/QS on the technical assessment of product claims and ensure timelyresolution for the customer.
• Approve goodwill measures, repairs and replacement deliveries within delegatedauthority limits.
• Define reporting, dashboard and system requirements for Microsoft Dynamics and theERP environment.
• Develop SOPs jointly with QA/QS and ensure consistent implementation.
• Provide functional leadership to Sales Admins and the Sales Operations Executive inMilan.
• Prepare the operating model for future dealer-related goods movements.Education and Qualifications:
• Master's degree in business administration or MBA, Operations, Supply Chain,Logistics or a related field.
• 8 or more years of relevant experience in Sales Operations, Order Fulfilment, Logisticsor Customer Operations.
• Previous management or senior process ownership experience.
• Experience in an international and cross-functional environment.
• Experience in furniture, interiors, luxury retail, made-to-order manufacturing orproject business is preferred.
• Good understanding of transport, import, export, delivery and customer claimsprocesses.
• Experience with Microsoft Dynamics, ERP systems and operational reporting.
• Excellent fluent written and spoken English, Arabic + Italian is preferredSkills and Competencies:
• Strong process design and continuous improvement skills.
• Excellent planning, forecasting and organisational capabilities.
• Ability to maintain an end-to-end view across multiple orders and locations.
• Strong analytical and reporting skills.Effective stakeholder and escalation management.
• Ability to lead through influence and dotted-line reporting structures.
• Strong customer service and problem-solving orientation.
• Experience managing internal teams and external service providers.
• Sound understanding of logistics, fulfilment and after-sales operations.
• Ability to define business requirements for systems and dashboards.