Job Description

INSPIRE | EXHILARATE | DELIGHT

For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories.

Every step at Chalhoub Group is taken to build a future where luxury dreams become reality — bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse — the Group’s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally.

Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM.

Sustainability is at the core of the Group’s strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women’s Empowerment Principles, and to have pledged to reach Net Zero by 2040.

What you'll be doing

As Director – E-Commerce Fulfilment, you will lead our fulfilment and last-mile operations in KSA, reporting to the VP of E-Commerce Fulfilment. You will own the end-to-end physical customer journey, from picking, packing and dispatch through to delivery and returns, across a multi-site network of warehouses and micro-fulfilment centers. You will also partner closely with our Digital & Tech teams on the systems that power it, setting the standard for speed, accuracy and customer experience while building a strong, hands-on team culture. You will:

• Lead fulfilment operations across our warehouses and micro-fulfilment centers, ensuring SLA compliance, productivity, scalability and inventory accuracy.
• Lead last-mile delivery and returns, driving on-time delivery, quality and cost efficiency, and expanding premium/VIP services.
• Partner with Digital & Tech teams on the end-to-end order lifecycle, system integrations and data flows, aligned with the Group OMS roadmap.
• Co-create and execute the operational strategy with the VP of E-Commerce Fulfilment to accelerate growth and elevate the customer experience.
• Own planning and execution for peak periods such as Ramadan, Cyber Week and Super Sale.
• Drive process optimization, automation and the adoption of advanced fulfilment and last-mile solutions, and champion ESG and compliance initiatives.
• Define the vendor strategy, lead negotiations with key vendors and 3PLs, and oversee their performance governance.
• Work with customer care teams to resolve escalations, reduce “where is my order” contacts, and feed customer insights into operational improvements.
• Manage budgets and cost per order and return, and use KPIs to guide tactical and strategic decisions.
• Build, mentor and engage a team of senior managers and a large operational workforce, and support network expansion while ensuring business continuity.

What you’ll need to succeed

• A background in retail, e-commerce, or FMCG with direct responsibility for warehousing and distribution.
• 10–15 years of experience in e-commerce warehousing and last-mile operations, with hands-on experience managing both.
• Experience in organizations with mature processes, standards and SOPs.
• A track record of tangible achievements.
• Fluency in Arabic and English.
• A degree in Industrial Engineering, Business Management or a related field.
• Experience with warehouse management systems (WMS), order management systems (OMS) and fleet management systems.
• Strong Excel, Looker and BI dashboards abilities.
• Strong in data analytics, project planning and coordination, and critical thinking

What we can offer you

With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.

We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.

Using GenAI in Your Application Process

To support a fair and consistent experience for all candidates, we ask that assessments and interviews are completed independently and without assistance from generative AI tools. This ensures we understand your strengths, your thinking, and how you approach real situations.

We Invite All Applicants to Apply

It Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.

We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.