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- Tasks: Manage and scale installation services for Big & Bulky products, ensuring quality and customer satisfaction.
- Company: Join JD.com, a leading tech-driven supply chain and retail service provider.
- Benefits: Full-time role with competitive salary and opportunities for career growth.
- Why this job: Be part of a dynamic team making a real impact in the retail industry.
- Qualifications: Experience in installation or field service, with strong operational and problem-solving skills.
- Other info: Collaborate across teams in a fast-paced environment focused on innovation.
The predicted salary is between 36000 - 60000 £ per year.
The Installation Manager is responsible for managing and scaling Joybuy’s installation and assembly services for Big & Bulky products. This role oversees installation partners, field operations, service quality, and customer experience, ensuring safe, on-time, and high-quality installations while controlling costs and meeting service-level agreements.
Location: Luton
Employment Type: Full-time
Key Responsibilities
- Installation Operations: Manage end-to-end installation operations for furniture, appliances, and oversized items. Plan and coordinate daily and weekly installation capacity in line with order volumes. Ensure installations are completed on time, right-first-time, and in line with Joybuy standards.
- Partner & Technician Management: Recruit, onboard, and manage installation partners, contractors, and service providers. Define installation SOPs, quality standards, and training requirements. Monitor partner performance, productivity, and compliance with SLAs.
- Customer Experience: Own installation-related customer experience, including scheduling, communication, and issue resolution. Work closely with Customer Service to handle escalations, re-visits, and compensation cases. Track and improve CSAT, NPS, and first-time installation success rates.
- Quality, Safety & Compliance: Ensure all installation activities comply with health, safety, and regulatory requirements. Implement safety training and audits to reduce incidents and damages. Drive quality control processes, inspections, and root-cause analysis.
- Cost & Performance Management: Manage installation budgets, cost per install, and partner fees. Track KPIs such as installation lead time, rework rate, damage rate, and cost efficiency. Identify opportunities to improve productivity, standardization, and scalability.
- Cross-Functional Collaboration: Partner with Big & Bulky, Logistics, Warehouse, and Last-Mile teams to ensure smooth handoffs. Support Commercial and Category teams with installation feasibility, pricing, and service design. Contribute to new product onboarding and installation readiness.
Qualifications & Experience
- Bachelor’s degree in Operations, Engineering, Logistics, or a related field (preferred).
- Experience in installation, field service, home delivery, or technical operations.
- Strong experience managing external service providers or technician networks.
- Knowledge of furniture, appliance, or home installation processes.
- Solid understanding of health & safety standards and field compliance.
- Strong operational, analytical, and problem-solving skills.
- Customer-focused mindset with experience managing service quality at scale.
Installation Manager in Luton employer: JD.COM
Contact Detail:
JD.COM Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Installation Manager in Luton
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. You never know who might have the inside scoop on job openings.
✨Tip Number 2
Prepare for interviews by researching Joybuy’s values and recent projects. Tailor your answers to show how your experience aligns with their mission. Remember, it’s all about demonstrating that you’re the perfect fit!
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms to refine your responses. The more comfortable you are speaking about your skills and experiences, the better you'll perform.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in leaving a positive impression. Plus, it shows your enthusiasm for the role and keeps you on their radar.
We think you need these skills to ace Installation Manager in Luton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Installation Manager role. Highlight your experience in managing installation operations and working with external service providers. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter should tell us why you're the perfect fit for this role. Share specific examples of how you've improved customer experience or managed installation projects in the past. Let your personality shine through!
Showcase Your Problem-Solving Skills: In your application, don’t forget to mention any challenges you've faced in previous roles and how you overcame them. We love candidates who can think on their feet and drive quality improvements!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re keen on joining our team at Joybuy!
How to prepare for a job interview at JD.COM
✨Know Your Stuff
Make sure you understand the ins and outs of installation operations, especially for big and bulky products. Brush up on your knowledge of furniture and appliance installation processes, as well as health and safety standards. This will show that you're not just interested in the role but also knowledgeable about it.
✨Showcase Your Management Skills
Be ready to discuss your experience managing external service providers or technician networks. Prepare examples of how you've successfully recruited, onboarded, and managed teams in the past. Highlight any specific challenges you faced and how you overcame them to ensure high-quality installations.
✨Customer Experience is Key
Since this role involves owning the customer experience, think of instances where you've improved service quality or resolved customer issues. Be prepared to share how you track customer satisfaction metrics like CSAT and NPS, and how you’ve used that data to drive improvements.
✨Collaboration is Crucial
This position requires cross-functional collaboration, so be ready to talk about your experience working with different teams. Share examples of how you've partnered with logistics, warehouse, or customer service teams to ensure smooth operations and successful installations.
