Ecommerce Operations Manager

Roles and responsibilities

The Senior Manager - E-Commerce Operations is responsible for managing the company’s digital business operational performance in direct online sales including fulfillment, last mile operations and quality and Hygiene standards to enhance the whole customer experience. He/ She will review, recommend and build strategic and tactical changes to drive all online profitability by increasing customer base and improve fulfillment and last mile performance.

ROLE PROFILE

• Analyze, review, recommend and build strategic and tactical changes to drive profitability by increasing customer base, improve conversion rate, improve order size and manage margin performance
• Manage the ecommerce operations in compliance with policies established by Majid Al Futtaim Retail.
• Anticipate workload in the area of fulfillment operations and accordingly advise on appropriate team structures for optimum efficiency and utilization.
• Implement/enhance an operating model for the e-Commerce Last mile deliveries using 3P service providers.
• Review daily reporting for all internal/external customers to assess performance and order management.
• Oversee and monitor the performance of third-party providers and logistics based on agreed KPIs and rely information to merchandise/store and follow the corrective action with suppliers.
• Ensure measures are taken for all fulfillment orders online and that are in accordance with the agreed timeline and specified delivery schedule defined by the last mile department. In addition, ensures that all goods are delivered to the customers accur
• Monitor allocated budget to ensure compliance and take corrective measures when necessary.

Desired candidate profile

8 – 10 years of professional work experience working in e-commerce operations and management.
Bachelor’s degree in Business Administration or relevant field.
Direct experience managing e-Commerce Last mile deliveries from on-line readiness to post purchase support including a working knowledge of marketplace and direct e-Commerce
Commercial knowledge of retail / store operations online is highly preferred.
Solid analytical skills, trouble-shooting skills; planning and organizational skills
Advance knowledge of various automated distribution and warehouse systems preferred.
Operations Management: Expertise in managing the full ecommerce process, from order fulfillment to customer service.
Data Analysis: Proficient in analyzing ecommerce performance data and generating insights to drive operational improvements.
Project Management: Strong ability to manage multiple projects and initiatives, ensuring they are completed on time and within budget.
Customer Focus: A deep understanding of the customer journey and how to optimize the online shopping experience.
Team Leadership: Proven ability to manage and develop a team, ensuring high performance and efficiency.
Technology Savvy: Familiarity with ecommerce platforms, tools, and technologies, and an ability to leverage them to improve operations.
Problem Solving: Ability to address operational issues effectively, ensuring minimal disruption to the business and customers.
Supply Chain and Inventory Management: Strong knowledge of inventory systems, fulfillment processes, and logistics.