Delivery Performance & Process Manager

At NORNORM, delivering furniture is not just about getting products from A to B. Our furniture moves through a circular journey of warehouses, transportation, installation, returns and refurbishment - and making that journey work consistently and efficiently is critical to our business.

We are looking for a Delivery Performance & Process Manager to help us build the operational backbone behind it.

This is a hands-on role for someone who enjoys bringing structure to complex operations. You will work across our full Delivery Journey, creating clear ways of working, defining how we measure performance, and giving our teams the operational insight they need to make better decisions.\

What you'll do

You will take ownership of how we document, measure and understand our delivery operations across markets.

A key part of your role will be to create and maintain clear operational processes and SOPs across areas such as warehouse operations, last mile, installation, returns and refurbishment. You will work closely with the people running these operations to understand how things work in practice and turn that knowledge into simple, scalable ways of working.

At the same time, you will help us strengthen how we steer operational performance. You will define relevant KPIs, develop our delivery performance reporting and dashboards, and make sure our teams have the right data to understand capacity, cost, quality and performance.

Your responsibilities will include:

• Mapping, documenting and continuously developing operational processes across the full Delivery Journey

• Creating and maintaining SOPs and operational blueprints that establish clear and consistent ways of working

• Defining meaningful operational KPIs and translating them into dashboards, team boards and performance reporting

• Connecting processes and performance data so we can identify deviations, bottlenecks and opportunities for improvement

• Building a strong operational understanding of our end-to-end delivery setup — from warehouse through installation to returns and refurbishment

• Working closely with regional Delivery Teams and other functions to ensure processes reflect operational reality and are actually used

• Partnering with our Training & Knowledge Base function to turn operational know-how into scalable training and knowledge

• Creating the foundation for future improvements in efficiency, quality and operational excellence\

Who you are

You are analytical and structured, but you also understand that operations happen in the real world - not in a process diagram.

You enjoy getting into the details, understanding how things connect and turning complexity into something practical that other people can use. You are comfortable working across teams and functions, asking questions, challenging existing ways of working and driving improvements without necessarily having formal authority.

We imagine that you bring:

• Strong analytical, logical and structured problem-solving skills

• Experience with end-to-end processes and operational performance in logistics, manufacturing, delivery or a comparable operational environment

• Experience translating operational processes into clear documentation, SOPs and scalable ways of working

• Strong ability to work with data, KPIs and performance reporting and turn insights into practical improvements

• Good business understanding and an ability to see the connection between operational decisions, customer experience and cost

• The ability to independently drive initiatives across teams and functions

• A pragmatic mindset — you care about creating processes that work, not documentation for documentation's sake

Experience from logistics, warehousing, last mile delivery, installation or refurbishment is a strong advantage, but we are equally interested in people who have worked with complex operational flows in other environments.\

Why join NORNORM?

NORNORM is changing the way businesses think about office furniture. Instead of buying furniture and eventually throwing it away, our customers subscribe to a flexible, circular solution where furniture is continuously reused.

That makes our operations fundamentally different from a traditional linear supply chain. Products come back. They move again. They are inspected, refurbished and given a new life with another customer.

As our business grows, making that circular system work at scale becomes increasingly important. In this role, you will have the opportunity to shape how we run it - creating the processes, insights and operational foundation that will support the next stage of NORNORM's growth.