E-commerce Operations Executive

2 weeks ago

Dubai, United Arab Emirates Talent Pal Full time

Reporting to our E-commerce manager, the E-commerce Operations Executive will oversee:

- Daily monitoring of the 5 websites platforms (including 3 e-commerce websites)
- Ensure E-commerce operations excellence: from payment, orders, return and last miles operations.
- Analyze e-commerce websites performances

The E-commerce Operations executive will work closely with key internal stakeholders (Business teams, Media team, IT team, Customer Care, Finance, Warehouse, Boutiques) to ensure operational excellence, performance optimization and a seamless client experience.

The role is based in Dubai Design District and requires weekly visits in our warehouse based in Dubai Investment Park.

During peak periods you might work extending hours or over weekends.
- Operations & Last mile management
- Ensure respect of our service level agreements (delivery lead-time, returns periods)
- Oversee the smooth running of the reverse logistic
- Track carriers’ performances and organize weekly calls to improve services
- Inform carriers of any peak periods and adjust delivery planning
- Assist Customer Care to answer clients’ demands (account, orders, payment, delivery, return) and follow up closely on client satisfaction
- Assist Boutiques on Click & Collect processes
- Update procedures and training books
- Raise alert if service levels are below our commitment and provide solutions
- E-commerce orders monitoring
- Daily monitoring of orders status in collaboration with the warehouse team and IT team
- Daily monitoring of client returns
- Daily review of the orders’ payment status: check and approve/cancel orders put on hold for payment verification, ensure in time clients’ reimbursements
- Reporting and analysis
- Continually monitor and report on e-commerce performances: sales, traffic, and conversion through our analytical tools.
- Produce weekly and monthly e-commerce performances reports in collaboration with CRM, Customer Care and Media teams.
- Prepare and animate weekly performances meeting.
- Monitor stock coverage on a weekly basis and raise alerts to the F&B commercial teams.
- E-merchandising
- Follow up the execution of the merchandising and animation plan with Europe and F&B marketing teams.
- Validate and implement sampling plan in collaboration with Europe and F&B marketing teams
- Maintain e-merchandising and product ordering on PLP based on stock levels and product performances.
- Systems and platforms
- Partner with local and Europe IT teams to report and solve any technical issues impacting the online client experience and busines.
- Raise alert in case of down systems and follow-up on resolution with the relevant teams
- Participate in testing e-commerce new developments, features, or bugs fixes.
- Be proactive in identifying new features / developments needed
- Follow up digital roadmap projects
- PROFILE:

- 3-5 years’ experience in e-commerce or omnichannel operations is a must
- You worked in fields requiring a high-level of execution
- You are used to a demanding and fast-moving environment
- You are client centric
- Strong analytical skills (Excel advanced level)
- You have a good understanding of systems/IT architecture
- Very well organized, details and actions oriented
- Flexible and positive mindset to embrace changes and agility to adapt.
- Excellent communication skills with the ability to work cross functionally with local and global teams and maintain good relationships with stakeholders (internal and external)
- Fluent English language skills are a must, Arabic a plus

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