Operation Manager

Ecommerce Operations Manager
Role Purpose:

The Operation Manager is responsible of managing the day-to-day execution
of company 's E-Commerce Operations; which includes and not limited to
operation management, monitoring Picking rates, Marshalling, and Dispatch. He
/ She should keep the team motivated and drive them to increase the efficiency
and work towards the organizational goals. Also, liaise with the store and
make sure that the customers are fully satisfied with the online service in
terms of on time delivery, freshness, quality and fulfillment of their order,
coordinate with HO all the necessary measures and actions taken to ensure P&L
is aligned with the budget.

Role Details - Key Responsibilities and Accountabilities:

• Manage all e-commerce fulfilment operation centers including coordination with last mile team.


• Ensure all orders are being delivered on time, and handed over to Last Mile team on time.


• Manage 3P delivery service providers.


• Monitor and assure proper arrangement of all dark stores and stock adequacy


• Ensure coordination of operations team, commercial team, IT, HO E-merchandise team, and HO Services team.


• Monitor the production KPI's and work towards continuously improving it.


• Manage the ecommerce operations in compliance with policies established by CRF Majid Al Futtaim.


• Contribute to the internal communication of the company strategy and objectives.


• Understand, evaluate and problem solve for logistics, operations and other system process hurdles.


• Ensure the customer service functions are in place and effective in all Fulfilment centers.


• Propose action plans for fulfilment centers


• Monitoring the NPS results and analyze results, look at areas that needs development and look at initiatives to improve the customer journey and experience


• Ensure measures are taken to load goods on-time as per schedule defined by last mile department in all BUs.


• Adequate actions taken to maintain and improve hygiene process in all operation units.


• Accuracy of the delivery quantities with implementation of QC audit as per defined control by loss prevention.


• Guarantee a clean and organized fulfilment areas and propose necessary improvements.


• Ensure the best KPI indicators in terms of merchandise, hand over time, and financial indicators.


• Ensure the implementation of the performance management process.


• Provide mentorship for the purpose of developing a continuous talent pipeline for key roles.


• Liaise with the HC department to ensure facilitation of training requirements


• Oversee the development and implementation of on the job-training.


• Provide inputs while developing MAF Retail's corporate policies and relevant procedures, and monitor the implementation.


• Monitor attendance, disciplinary actions as well as performance measures


• Proposes and takes necessary measures towards continuous reduction of the operational costs.


• Sets appropriate control mechanism to ensure budget compliance and takes corrective measures when necessary.


• Ensures budget compliance and proposes corrective measures when necessary.


• Create Cost Per delivery awareness amongst the team and continuously working towards optimizing it.
  Human Capital Responsibilities


• Ensure the implementation of the performance management process.


• Provide mentorship for the purpose of developing a continuous talent pipeline for key roles.


• Identify training needs and coordinate with the HC department to ensure facilitation of training requirements.


• Oversee the development and implementation of on the job-training.


• Ensure constant availability of the required competent staff to support the organization in meeting all its responsibilities, plans, and objectives.


• Provide inputs while developing MAF Retail's corporate policies and relevant procedures, and monitor the implementation.
  Financial Responsibilities


• Monitor allocated budget to ensure compliance and take corrective measures when necessary.


• Provide inputs on the development of annual budget.


• Review financial reports for accuracy and consistency.


• Develop necessary measures towards continuous reduction of the operational cost.

Qualification, Experience & Skills:

Minimum Qualifications/education
* Bachelor's degree in E- Commerce or Business Administration
Minimum experience
* ‎5 to ‎8 years of professional work experience working in logistics and supply chain
* E-commerce Fulfillment and Last Mile Experience
* Retail experience is a plus
Skills
* Excellent team building and team leading skills in a fast-paced environment
* Working knowledge of automated distribution and warehouse systems preferred
* High level of problem-solving skills and detailed oriented
* Solid analytical skills, trouble-shooting skills; planning and organizational skills
* Excellent interpersonal skills, driving results in cross-functional team setting
* Target focused (setting, tracking progress & department support as needed)
* Team/collaboration-based approach to decision making
* Operational agility and nimbleness to adapt to changing retail environment
* Proven ability to automate processes and create efficiencies
* Proficient computer skills - MS Office, SAP, Salesforce, advanced Excel skills
* Excellent Communication, Organizational and Interpersonal skills
Preferred Languages
* English (Full professional proficiency - Required)
* Arabic (Professional efficiency - Advantage)
* Language of the country where applicable