E-Com Operations Specialist - Retail Fashion Al Futtaim Private Company (LLC)

The Ecommerce Operations Lead plays a crucial role in ensuring the smooth operation and enhancement of ecommerce platforms across multiple brands and markets. This position is responsible for managing all aspects of backend operations, including order lifecycle management, system integrations, and platform maintenance. The role is highly collaborative, requiring coordination with various departments to optimize performance and implement automation tools, thus driving operational efficiency. Success in this role is measured by the ability to maintain high fulfillment rates, seamless data integration, accurate reporting, and timely execution of ecommerce campaigns.

What You Will Do:

Order Management

Manage the end-to-end ecommerce order lifecycle including cancellations, returns, exchanges, and refunds across all GCC markets.

Ensure SLA adherence for refunds, order issue resolution speed, and fulfillment rate

System Integration

Troubleshoot and monitor integrations between SAP, Shopify, OMS, payment gateways, and 3PL systems.

Liaise with IT teams to ensure data sync and system uptime.

Maintain integration sync accuracy, minimize downtime frequency, and reduce bug recurrence rate.

Ecommerce Platform Maintenance

Own the day-to-day QA and performance health of ecommerce platforms including homepage, navigation, collection structure, and checkout functionality.

Ensure platform error detection and optimize checkout success rate.

Maintain site readiness.

Online Merchandising

Support online merchandising tasks, including collection merchandising, product sorting, homepage scheduling, and site readiness for campaigns.

Coordinate with brand teams to ensure merchandising task completion rate, campaign accuracy, and timely go-lives.

Reporting and Automation

Build, maintain, and optimize ecommerce operational reports covering orders, returns, fulfillment, and issues.

Leverage BI tools to visualize key KPIs by market and brand.

Design and implement workflow automation using tools like Power Automate or equivalent to streamline manual tasks such as refund approvals, alerts, and reporting.

Cross-Functional Coordination

Coordinate cross-functional workflows with content, IT, customer service, and logistics to ensure seamless site operations and campaign execution.

Ensure issue turnaround speed and SLA adherence.

Gather and act upon internal feedback.

Technical Support and Upgrades

Support UATs, platform upgrades, and system improvements in coordination with internal tech teams.

Ensure UAT pass rate, deployment readiness, and post-launch stability.