Head of E-Commerce Operations

Responsibilities

• Lead and oversee all e-commerce operations ensuring efficient execution across the online marketplace.
• Manage the end-to-end customer journey from website interaction and order placement through fulfillment, delivery, returns, and post-purchase support.
• Develop and implement operational strategies to drive business growth, improve profitability, and enhance customer satisfaction.
• Lead and manage cross-functional teams including Sales, Customer Service, Merchandising, Inventory Control, Fulfillment, and Logistics.
• Establish and monitor operational KPIs to ensure business objectives are achieved.
• Develop and execute inventory management strategies to optimize stock levels, reduce holding costs, and minimize stock shortages.
• Ensure accurate product listings, pricing, promotions, and catalog management across the platform.
• Drive operational efficiency by continuously improving order management and fulfillment processes.
• Oversee warehousing, fulfillment, logistics, and last-mile delivery operations to ensure timely and cost-effective service.
• Manage relationships with logistics partners, carriers, suppliers, and third-party service providers.
• Analyze sales performance, customer behavior, operational trends, and business metrics to identify growth opportunities.
• Collaborate with Marketing and Commercial teams to support promotional campaigns, product launches, and revenue-generation initiatives.
• Develop and implement customer experience improvement programs to increase customer retention and loyalty.
• Ensure compliance with company policies, operational standards, and applicable regulatory requirements.
• Prepare and present regular operational, commercial, and performance reports to the Chief Operating Officer (COO).
• Lead, mentor, and develop high-performing teams while fostering a culture of accountability, innovation, and continuous improvement.

• Bachelor's Degree in Business Administration, E-Commerce, Marketing, Supply Chain Management, Operations Management, or a related field.
• MBA or relevant professional certifications will be an added advantage.

• Minimum 7 years of experience in E-Commerce, Marketplace Operations, Retail Operations, or Digital Commerce.
• At least 3 years in a leadership or managerial role overseeing multiple operational functions.
• Proven experience managing online marketplaces, multi-vendor platforms, or large-scale e-commerce operations.
• Experience with platforms similar to Amazon, Noon, Shopify, Magento, Woo Commerce, or other marketplace ecosystems.

• Strong understanding of e-commerce operations, fulfillment, inventory management, logistics, and customer experience management.
• Experience with ERP, OMS (Order Management Systems), WMS (Warehouse Management Systems), and CRM platforms.
• Strong analytical capabilities with the ability to interpret operational and commercial data to drive decision-making.
• Advanced proficiency in Microsoft Excel and reporting tools.

• Strong leadership and people management skills.
• Strategic thinker with excellent business acumen.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and decision-making capabilities.
• Excellent stakeholder management and communication skills.
• Results-oriented mindset with a strong focus on operational excellence and continuous improvement.

• Fluency in English (written and spoken) is required.
• Arabic language skills are considered an advantage.

• Reports directly to the Chief Operating Officer (COO).