E-commerce Operations Manager

Job Description

• Manage overall operations and is responsible for the effective and successful management of labor, productivity, quality control and safety measures as established and set for the Operations Department.
• Ensure safe and efficient operations.
• Serve as a company representative on regulatory issues.
• Responsible of all operational procedure, systems of information flow and management, reporting and opportunities to expand systems.
• Carry out supervisory responsibilities in accordance with company's policies and applicable laws.
• Interviewing, selection and hiring; training new and existing employees.
• Assigning and directing work and discussing with employee’s performance appraisals.
• Addressing employee performance and corrective action plans.
• Employee motivation and rewards.
• Organizing the budget of the company in collaboration with the Business Development.

Operations, Stock, Fulfillment & Warehouses

• Ensure that all operations & logistics related processes associated with each activity are adhered on month, quarter & year-end, and are executed accurately and in a timely manner.
• Ensure that all necessary processes and operations set ups are in place to ensure no stock is lost in the office, stock counts are accurate and any variances are fully investigated.
• Ensure adequate stock management tools and processes are in place to enable efficient working across all platforms.

Manage online orders and daily operations

• Lead the Operations & Logistics team, supporting them in achieving their own objectives and solving day-to-day problems whilst adhering to corporate competencies.
• Collate finance related data (stock levels, stock take, P&P budgets, unit economics, etc...) and disseminate to related team to enable the completion of related tasks.
• Develop a robust Quality Control system for job related tasks to ensure there is consistency and best practice applied across the platform, maximizing efficiency and potential for growth.

Customer orders & Orders Service

• Ensure that team responds to customer orders queries in line with standards set and agreed response times.
• Explore local expectations of customer orders service and service provided by competitors and tailor responses accordingly minimizing losses and maximizing revenue.
• Compile statistics relating to customer orders service performance and produce a variety of reports to analyze data and identify key areas where improvement is required.
• Oversee payment issues and charge back queries, ensuring that losses are recovered as required.
• Collate useful qualitative feedback from customer orders and share with other managers to assist in product development and adoption of improved practices.

Optimize business process execution & grow the business

• Drive ongoing improvement of operational processes with Top Management to deliver efficiencies, ensuring consistency across the entire operation (e.g. refining Business Bibles & combating Frauds).
• Resolve business issues and problems with Top Management, seeking best practice to achieve a solution without adding further complexity to processes or systems operation and escalate to Top Management as needed.

Cross Department working to support efficiency and growth

• Be an Operations and Logistics Mgmt. leader for the Business Team to help lead the strategic development of the Operations and Logistics Mgmt. activities.
• Contribute insight into the strategic direction of the Business team through understanding of the complexity of all different aspects of the business.

Job Requirements

• E-commerce background & experience not less than (4-7) years
• Experience handling E-commerce platforms, online sales, website content management, seller management, customer support, Marketing & finance.
• Excellent communication and organizational skills in addition to project management experience
• Financial acumen - ability to reconcile accounts receivables with payments received from sales partners
• Ability to manage tasks simultaneously
• Experience working on Google and web analytics
• Experience evaluating and executing SEO strategies