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Operations
- Manage the day to day e-commerce fulfilment operations
- Lead picking, dispatch and last mile teams to ensure all activities are performed effectively and seamlessly.
- Manage 3P’L delivery service providers.
- Ensure proper arrangement of dark store and stock adequacy.
- Ensure coordination of operations team, commercial team and IT.
- Monitor the production KPI’s, picking rate, and work towards continuously improving it.
- Manage the ecommerce operations in compliance with policies established by Majid Al Futtaim Retail.
- Contribute to the internal communication of the company strategy and objectives.
- Understand, evaluate and problem solve for logistics, operations and other system process hurdles.
- Anticipate the capacity requirements (materials, assets, human) and plan fulfillment activities accordingly.
- Manage customer service function with in the store.
Asset Responsibilities
- Implement an effective operating model for the e-Commerce Last mile deliveries using internal and/or 3P service providers.
- Develop detailed processes, quality control measures, and KPI’s for a seamless and effective last mile operations.
- Review daily reporting for all internal/external customers to assess performance and full order management.
- Liaise with the IT team for related IT issues which affect the day-to-day working of the site and liaising with IT team to ensure issues are resolved immediately.
- Find the most appropriate solution to deliver goods to end customers to offer the best unified customer experience for the country at the lowest cost.
- Implement the delivery of service contracts with providers/suppliers and ensure these are up to date with its accurate application.
- Ensure that KPI’s provided by the delivery companies/suppliers meet the defined targets.
- Ensure that the logistics services providers & suppliers upload accurate information & documents in the Transport Delivery System.
- Manage and ensure that all cash handling during the last mile operations are as per company’s defined guidelines and procedures.
Merchandise
- Sets appropriate control mechanism to ensure budget compliance and takes corrective measures when necessary
- Ensure measures are taken to load goods on-time as per schedule defined by last mile department.
- Proper packing of goods inside delivery crates to avoid damages for customer.
- Adequate actions taken to maintain the cold chain of goods inside the operation and proper segregation of goods in delivery crate.
- Accuracy of the delivery quantities with implementation of QC audit as per defined control by loss prevention.
- Guarantee a clean and organized fulfilment area.
- Ensure required resources (Van, Bikes and Drivers) are always available at all operational sites as per their needs and 3P SLA.
- Undertake planning of last mile resources on a daily basis for the upcoming events. This includes re-allocation of the resources in accordance with the business needs.
- Participate in the daily team meetings and provide inputs for operational enhancements.
- Manage and track both home deliveries and returns to/from stores/DC/suppliers.
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.
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Qualification, Experience & Skills:
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Minimum Qualifications/education
- Bachelor’s degree in E- Commerce or Business Administration
Minimum experience
- 5 to 7 years of professional work experience working in supply chain, e-commerce fulfillment, and last mile operations
- Commercial knowledge preferred
Preferred Languages
English (Full professional proficiency - Required)
Language of the country where applicable
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 and Interpersonal skills
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