Sales Operations Manager – Post Sales | Luxury Furniture & Interiors

Job Overview

Order and Delivery Operations

• Manage the end-to-end order process from order confirmation to delivery and installation.
• Coordinate with sales, production, logistics, and installation teams.
• Monitor order status, production timelines, stock availability, and delivery schedules.
• Ensure customer delivery commitments are met and proactively manage delays.

Shipping and Customs

• Coordinate local and international shipments between Europe and the UAE.
• Oversee import, export, and customs processes with internal teams and service providers.

Customer and Quality Operations

• Manage delivery and installation activities using internal and external teams.
• Coordinate customer complaints, product claims, delivery issues, and installation issues.
• Work with QA and quality teams to resolve product and quality-related claims.
• Manage repairs, replacements, and goodwill solutions within company guidelines.

Process and Team Management

• Develop and improve SOPs and processes to improve customer service and operational efficiency.
• Prepare reports and dashboards covering orders, deliveries, installations, and claims.
• Support and manage the Sales Administration and Sales Operations team.
• Manage and monitor third-party delivery and installation partners.
• Identify operational risks and take corrective action to improve service levels.

Experience and Industry

• At least eight years of experience in sales operations, order fulfillment, after-sales, customer operations, logistics, or a related function.
• Experience in luxury furniture, interiors, premium retail, kitchens, FF&E, made-to-order manufacturing, or project-based businesses is highly preferred.
• Strong experience in order management, delivery, installation, and customer claims.

Professional Qualifications

• Good understanding of logistics, import/export, and customs processes.
• Experience managing internal teams and external service providers.
• Strong coordination, planning, and problem-solving skills.
• Excellent English communication skills.
• Bachelor's or Master's degree in business, operations, supply chain, logistics, or a related field.

Preferred Skills

• Experience with ERP systems or Microsoft Dynamics is preferred.
• Arabic and/or Italian language skills would be an advantage.

Key Skills

• Sales operations, after-sales, order fulfillment, customer service, logistics, delivery and installation, claims management, process improvement, ERP, and team management.