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Job description / Role
Operations Support Manager - E-Commerce - Kuwait
eCommerce is an exciting new support function within Alshaya as the business launches transactional websites for a number of the 70+ brands and 19 countries within the Alshaya portfolio. The function is rapidly building Alshaya's multi-channel capability to deliver customers' choice and convenience when shopping in a number of rapidly growing online emerging markets. The function is split in to 4 key areas - Trading & Merchandising, Operations & Program Management, Design & Content and Digital Marketing.
The Role:
This role is directly accountable for providing the accurate and timely delivery and collection services via Distribution Centres and/or stores for the B2C online channel, and aims to provide consistently high levels of customer satisfaction which drive sales and profitability and are adaptable to meet the changing needs of our customers within the various regions. You will work through strong relationships with key functions including the E-Commerce merchandising and brand buying teams, logistics, finance, group customer care and third party service providers such as payment gateway services.
You will:
* Drive the success of the E-Commerce division through the effective management of the Home Delivery, Store Collect, Customer Returns and Payments functions for E-Commerce
* Provide overall day-to-day management and direction for the E-Commerce Operations team with a forecasted headcount of 20+ staff (will increase in line with the roll-out of E-Commerce to franchise brands)
* Have direct accountability for defining and implementing processes for all delivery, installation, collect from store, and collect from customer, refund, exchange, for E-Commerce stock management and ATP, and will develop and implement business processes which are integrated with existing Alshaya business functions
* Be accountable for the day-to-day management of payment gateway services working in conjunction with 3rd party providers - CyberSource / KNET -setting custom rules to minimise risk/define anti-fraud rules, case management, payment authentication, managing charge-back liabilities for issuing banks
* Establish a robust process for review of order fulfillment failures in conjunction with relevant operational functions to identify root-cause and implement appropriate corrective actions.
Requirements
* At least 10 years' experience of leading an operations function within a similar business
* Significant exposure to E-Commerce at an operational level including both strategy development and implementation
* Educated to degree level
* Strong organisational, prioritisation and management skills
* The ability to lead, motivate and influence team and individuals
* Good presentation, interpersonal, networking, analytical, numerical and statistical skills
* Knowledge of key commercial systems.
About the Company
As a leading international franchise operator, with nearly 90 of the world’s most recognised brands in its portfolio, Alshaya Group brings great shopping, dining, leisure and hospitality experiences to millions of customers across the Middle East & North Africa, Russia, Turkey, Europe and beyond.
Alshaya Group is a dynamic multinational business and family owned enterprise with a consistent record of growth and innovation. For 35 years, Alshaya has been a pioneering force in brand franchising, using its exceptional knowledge and experience to expand at pace.
Our portfolio of well-loved international brands includes Starbucks, H&M, Mothercare, Debenhams, American Eagle Outfitters, P.F. Chang’s, The Cheesecake Factory, The Body Shop, M.A.C, Victoria’s Secret, Boots, Pottery Barn, KidZania and, coming soon, Hampton by Hilton.
From one retail franchise store opened in Kuwait in 1983, Alshaya Group has consistently grown and diversified and today offers customers an unparalleled choice of brands across multiple sectors; Fashion & Footwear, Health & Beauty, Food, Optics, Pharmacy, Home Furnishings, Leisure & Entertainment, and Hotels. A diverse, skilled team of 53,000 people from 120 nationalities support more than 4,000 stores, cafes, restaurants and leisure destinations, a growing online business and a commitment to delivering great customer experiences.