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About the Role This role is responsible for designing and implementing comprehensive operational workflows that encompass order fulfillment, delivery, returns, exchanges, and dispute resolution. You will define and govern Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs) throughout the entire order lifecycle, from the initial pickup to the final refund or replacement. Key Responsibilities - Design and implement end-to-end operational workflows covering order fulfillment, delivery, returns, exchanges, and dispute resolution. - Define and govern SOPs and SLAs across the full order lifecycle, from pickup to refund or replacement. - Identify, onboard, and manage courier and third-party logistics (3PL) partners to ensure national coverage and express delivery capabilities. - Negotiate commercial terms, SLAs, and penalty/reward frameworks, while leading regular performance reviews. - Design and lead the operating model for FB-MP, including warehousing, packing, and last-mile delivery strategy. - Partner with Tech and Product teams to enable order routing, tracking, and SLA automation. - Oversee day-to-day eShop operations, ensuring exception handling for delays, return-to-origin (RTOs), and cancellations within SLA parameters. - Drive continuous improvement initiatives through data-led optimization of delivery performance and service quality. - Measure operational return on investment (ROI) of promotions and campaigns in collaboration with Category and Marketing teams. - Track and reduce cost per order through operational efficiencies and route optimization. - Collaborate closely with the Category, Seller, Customer Care, Finance, Legal, and Technology teams to ensure seamless fulfillment processes. - Represent operations in trading, performance, and leadership reviews. - Ensure full compliance across departments in areas such as health, safety, ethics, regulatory requirements (customs, VAT, e-commerce), data privacy, and audit controls, including proof of delivery (POD) and claims accuracy. - Maintain end-to-end accountability for eShop fulfillment, courier and 3PL performance (including SLAs and penalties), cost per order optimization, and approval of all operational SOPs, delivery playbooks, and fulfillment strategies. - Perform any additional projects, tasks, or activities assigned or delegated by the Line Manager. Qualifications - 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 fulfillment operations. Experience in Gulf Cooperation Council (GCC) or similarly regulated markets is preferred. - Proven experience in ownership of end-to-end order fulfillment, last-mile delivery, and returns management. - Strong experience in managing courier and 3PL partners with SLA-driven performance governance. - Demonstrated ownership of logistics or operations and cost optimization initiatives. - Experience in designing scalable fulfillment models or warehouse-led delivery frameworks. - Hands-on exposure to operations dashboards, tracking systems, and performance analytics. - Project Management certification (PMP or Prince2) is an advantage.
