Drive continuous improvement through data-led optimisation of delivery performance and service quality.
Measure operational ROI of promotions and campaigns in collaboration with the Category and Marketing teams.
Track and reduce cost per order through operational efficiencies and route optimisation.
Work closely with Category, Seller, Customer Care, Finance, Legal, and Technology teams to ensure seamless fulfilment.
Represent operations in trading, performance, and leadership reviews.
Ensure full compliance across departments covering health, safety, ethics, regulatory requirements (customs, VAT, e-commerce), data privacy, and audit controls including POD and claims accuracy.
End-to-end accountability for eShop fulfilment, courier and 3PL performance (SLAs and penalties), Cost per order optimisation, and approval of all operational SOPs, delivery playbooks, and fulfilment strategy.
Perform any additional project, task or activities assigned/delegated by the Line Manager.
Bachelor’s degree in operations management, Engineering, or Business Administration. A master’s degree is an advantage.
8–12 years of experience in eShop, eCommerce, logistics, or fulfilment operations. Experience in GCC or similar regulated markets is preferred.
Proven ownership of end-to-end order fulfilment, last-mile delivery, and returns management.
Strong experience managing courier and 3PL partners with SLA-driven performance governance.
Demonstrated ownership of logistics or operations and cost optimisation initiatives.
Experience designing scalable fulfilment models or warehouse-led delivery frameworks.
Hands-on exposure to operations dashboards, tracking systems, and performance analytics.
Project Management certification (PMP or Prince2) – an advantage.
