Sales Operations Manager – After Sales | Luxury Furniture

Job overview

Key responsibilities

• Manage orders from confirmation through delivery and installation.
• Monitor order status, production timelines, stock availability, and delivery schedules.
• Ensure delivery commitments are met and proactively manage delays.
• Coordinate local and international shipments between Europe and the UAE.
• Oversee import, export, and customs processes.
• Manage delivery and installation activities with internal and external teams.
• Coordinate customer complaints, product claims, delivery issues, and installation issues.
• Resolve product and quality-related claims with QA/QS teams.
• Manage repairs, replacements, and goodwill solutions within company guidelines.
• Develop SOPs and processes to improve service and operational efficiency.
• Prepare reports and dashboards covering orders, deliveries, installations, and claims.
• Support and manage the Sales Administration and Sales Operations team.

Requirements

• 8+ years of experience in Sales Operations, Order Fulfilment, After-Sales, Customer Operations, Logistics, or a related function.
• Luxury furniture, interiors, premium retail, kitchens, FF&E, made-to-order manufacturing, or project-based business experience is highly preferred.
• Strong experience in order management, delivery, installation, and customer claims.
• Good understanding of logistics, import/export, and customs processes.
• Experience managing internal teams and external service providers.
• Experience with ERP systems or Microsoft Dynamics is preferred.
• Excellent English communication skills; Arabic or Italian is advantageous.
• A Bachelor's or Master's degree in Business, Operations, Supply Chain, Logistics, or a related field is required.

Key skills

• Sales Operations, After-Sales, Order Fulfilment, Customer Service, Logistics, Delivery and Installation, Claims Management, Process Improvement, ERP, and Team Management.