JOB DESCRIPTION / ROLE
Job Summary:
The Operations Manager will oversee the day-to-day operations of the e-commerce business, ensuring smooth processes across warehousing, logistics, customer service, and order fulfilment. This role requires a hands-on leader who can streamline operations, improve efficiency, and deliver a seamless experience for customers while aligning with the company’s strategic objectives.
Key Responsibilities:
Operational Excellence:
• Oversee the entire e-commerce operations lifecycle, including order processing, inventory management, and delivery logistics.
• Develop and implement standard operating procedures (SOPs) to optimize operational efficiency.
• Ensure alignment between operations, sales, and marketing to meet customer expectations and business goals.
Fulfilment & Logistics Management:
• Manage warehousing and inventory control to ensure accurate stock levels.
• Oversee order fulfilment, including pick, pack, and shipping processes.
• Collaborate with logistics partners to ensure timely and cost-effective delivery.
• Implement last-mile delivery solutions tailored to the UAE market.
Technology & Process Automation:
• Leverage technology, including e-commerce platforms, warehouse management systems (WMS), and ERP tools, to
improve operational processes.
• Identify and implement automation solutions to streamline workflows and reduce errors.
Customer Experience:
• Monitor and enhance customer experience across all touchpoints, including delivery, returns, and support.
• Collaborate with customer service teams to address escalations and maintain high satisfaction levels.
• Implement feedback loops to continuously improve operational processes.
Team Leadership:
• Recruit, train, and manage operations staff, fostering a culture of accountability and collaboration.
• Conduct performance evaluations and provide continuous development opportunities.
• Coordinate cross-functional teams to ensure seamless operations.
Performance Monitoring & Reporting:
• Analyse operational KPIs, such as order accuracy, delivery times, and return rates, to assess performance.
• Prepare and present reports on operational efficiency and recommend improvements to senior management.
Compliance & Risk Management:
• Ensure compliance with UAE labour laws, import/export regulations, and industry standards.
• Identify risks in the supply chain and operations, implementing solutions to mitigate them.
• Enforce safety and quality standards across all operational processes.
Requirements:
• Bachelor’s degree in Business Administration, Operations Management, Supply Chain, or a related field (Master’s degree preferred).• 8+ years of experience in operations management, preferably in e-commerce or retail.
• Proven track record of improving operational efficiency and managing high-volume transactions.
• Strong knowledge of UAE logistics, warehousing, and customer service practices.
• Hands-on experience with ERP, WMS, and e-commerce platforms.
Key Skills:
• Strategic planning and execution.
• Leadership and team management.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Proficiency in data analysis tools and operational metrics.
Salary:
AED
12,000 to 16,000
per month inclusive of fixed allowances.
Additional benefits: Health care, air ticket, visa
ABOUT THE COMPANY
KERSHAW LEONARD "WE CHANGE PEOPLES LIVES"
Who we are:
Founded in September 1999 The Kershaw Leonard Group was based upon professional recruitment practices laid down by the UK Institute of Employment Consultants whose values are still at the core of our success today.
Inherently we believe that recruitment is a people business not a CV processing business and as such we take time and care to make sure we understand the needs of both our Clients and our Candidates.
Such attention to the care side of our business together with the sheer length of time we have been established has given us a unique position. We regularly attract top class candidates who only want to work with Kershaw Leonard as they trust our confidentiality and professionalism. Similarly, more than 75% of the clients we work with come back for more when they have a new position to fill.
What we do:
Kershaw Leonard Group places exceptional talent on a Global scale. Our winning strategy is to partner very closely with a small number of clients so we can really understand their objectives, needs and aspirations in a way that allows us to intuitively know the kind of cultural fit they are looking for when the time comes for them to recruit new talent. Then once that talent is on board and part of the client’s team, to assist wherever is needed to improve performance and leadership skills
Why Us:
The Kershaw Leonard Group is more than just a recruitment agency. In addition to KL Recruitment, KL Consulting offers a vast spectrum of skills from our experienced behavioural psychologist and consultants with almost two decades of HR Director level experience in the region.
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