Mohammad Abbas

Directed end-to-end last-mile logistics and home delivery operations, managing an AED 12M+
annual budget and overseeing 250+ staff (delivery, installation, coordination) across 6
third-party logistics partners.
Reduced logistics operating costs by 20% through process optimization, route planning, and
workforce productivity improvements, while maintaining 98%+ on-time delivery and SLA
compliance.
Led strategic 3PL partnerships with robust SLA governance and KPI monitoring, ensuring
accurate, damage-free, and professional delivery execution across all customer touchpoints.
Implemented quality assurance frameworks across furniture delivery and kitchen installations,
significantly reducing service failures, customer escalations, and repeat visits.
Drove continuous improvement initiatives that reduced delivery lead times and improved NPS,
contributing to stronger brand reputation and customer loyalty.
Managed workforce planning and rostering for 38+ operational staff, ensuring optimal coverage
during peak trading periods, seasonal campaigns, and promotional cycles.

Orchestrated daily logistics flows—receiving, storage, replenishment, picking, and last-mile
delivery—to guarantee the IKEA customer promise of affordable solutions, available when
needed.
Led, coached, and empowered a multicultural team of co-workers, fostering the IKEA spirit of
togetherness, simplicity, and continuous learning.
Drove inventory accuracy through systematic cycle counts and root-cause analysis, minimizing
shrinkage and securing stock availability across all sales channels (store, click & collect,
and home delivery).
Optimized warehouse layout and material handling equipment usage to maximize cubic capacity
while reducing handling costs per pallet.
Partnered closely with Commercial, Supply, and Customer Service teams to align stock levels
with local sales trends, campaign launches, and peak seasonal demand (e.g., Ramadan, Back-toSchool).
Owned the logistics P&L, proactively identifying cost-saving opportunities (e.g., route
optimization, packaging waste reduction) without compromising quality or safety.
Ensured compliance with UAE customs, import regulations, and municipal storage rules,
maintaining seamless inbound clearance for overseas containers.
Implemented and monitored KPIs (productivity, order accuracy, OTIF) using WMS data, driving
lean improvements and celebrating team wins with transparency.
Built a safety-first culture, with particular attention to heat safety, forklift operations,
and manual handling best practices.

Led customer relations and front-line service operations within a high-volume retail
environment, ensuring exceptional customer support and consistent delivery of service
excellence across all customer touchpoints.
Directed customer service counters and helpdesk operations, ensuring timely, professional,
and customer-focused resolution of inquiries, complaints, escalations, and service recovery
cases.
Managed complex customer interactions across pre-purchase, delivery, and after-sales stages,
strengthening customer satisfaction, loyalty, and brand trust through effective issue
resolution and relationship management.
Oversaw cashline and checkout operations, driving operational efficiency, transaction
accuracy, and service quality while coaching teams on customer engagement and performance
standards.
Led coaching, mentoring, and capability development initiatives for front-line colleagues,
fostering a high-performance culture focused on service excellence, accountability, and
continuous improvement.

Managed daily store operations, P&L performance, and inventory control in a high-volume
retail environment.
Led and mentored shift supervisors, improving service consistency and team engagement.
Maintained operational compliance with brand standards, safety protocols, and financial
reporting requirements.