E-Commerce Specialist | Retail | Watsons

Job description / Role

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United A"rab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group's entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

Overview of the Role

The E-Commerce Specialist is primarily responsible for managing website operations, overseeing the fulfillment process (including pick and pack of online orders), and coordinating with customer service to ensure a seamless shopping experience. The role involves monitoring orders to ensure they are accurately processed, dispatched, and delivered on time, handling returns and refunds when necessary, and maintaining up-to-date product listings to drive sales and customer satisfaction, ultimately supporting business growth.

What You Will Do

Order Fulfillment & Delivery

- Ensures the pick-and-pack process is conducted accurately to prepare and dispatch orders for delivery.
- Monitors delivery status to confirm timely and successful delivery of parcels to customers.
- Coordinates with couriers to troubleshoot and resolve any issues with parcel delivery, ensuring customer expectations are met.
- Updates and maintains records of deliveries to support operational efficiency and customer satisfaction.

Customer Service Liaison

- Works closely with customer service to address inquiries related to order status, delivery issues, and product information.
- Provides customers with timely updates regarding order and delivery status to enhance transparency and trust.
- Handles customer complaints professionally, using set service standards to resolve issues within scope of control.

Returns & Refund Management

- Manages the return and refund process in accordance with company policies, ensuring accuracy and efficiency.
- Processes refunds promptly, maintains clear records, and monitors patterns to support inventory management and customer service standards.

Website Maintenance

- Regularly updates product listings, descriptions, and prices on the website to reflect current inventory and pricing accurately.
- Ensures website functionality and aesthetics are maintained, troubleshooting and escalating issues as needed to ensure a positive user experience.
- Coordinates with marketing to support website promotions and seasonal campaigns through accurate and attractive online presentation.

- Familiarity with e-commerce platforms, logistics, and order fulfillment processes.
- Strong organizational, communication, and problem-solving skills to manage multiple aspects of the e-commerce process.
- Customer service oriented with a proactive approach to handling inquiries, issues, and opportunities for improved customer satisfaction.
- Basic computer and digital skills, with an eye for detail in managing website content and customer records.
- Ability to collaborate effectively with customer service and logistics teams to meet business objectives.

What Equips You for the Role

- Education: Bachelor's Degree in Business, E-Commerce, or a related field (preferred but not essential).
- Minimum Experience and Knowledge: 1-3 years of experience in e-commerce, customer service, or logistics.

We're here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

Before you click "apply": Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

Additional Internal Information:
- Reports to: E-Commerce Manager
- Band: C

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.