Logistic & Operation Manager- Fashion E-commerce Platform

Job description / Role

A luxury fashion e-commerce platform setting up in Dubai is seeking a Logistics & Operations Manager to successfully run operations overseeing all aspects of Order Fulfilment and Shipping. This person will be responsible for ensuring that all Payment, Warehouse and Shipping functions are created, developed and managed across the company's global footprint with a special emphasis on the GCC region.

Responsibilities:
* Responsibility for payment, global distribution and shipping across the business
* Work closely with marketing, finance, buying, technology and customer care to develop the best possible solution for the business prior to launch
* Be the key go to person for insight into every aspect of Supply Chain management
* Relationship executor for all key Operations contracts

PAYMENT:
* Manage the payment and fraud protection service for the platform
* Oversee all customer payments, from checkout through to bank settlement, working closely with Cybersource to ensure a good customer experience, while protecting the brand from fraudulent activity
* Together with the Director, ensure the Payment Gateway is properly set-up and regularly optimised, reviewing fraud rules and practises and update black and white lists
* Work closely with CS fraud analysis team to process held orders; monitor user activity through the checkout process, research customers and analyse payment foot prints
* Manage all payment queries, chargeback requests, MOTO payments, refunds and credits
* Track payments through the acquiring bank and help the Finance Team with any reconciliation queries
* Secure and manage appropriate insurance policies across the ecommerce business model, and specifically for product and fulfilment and shipping operations

3PL - WAREHOUSE FULFILLMENT:
* Day-to-day management of the 3PL warehouse facility: ensuring that all warehouse processes are running effectively and meeting the requirements of the SLA
* Partnering with Warehouse Team to ensure that they are an extension of the team
* Work alongside retail operations to ensure timely supplier goods-in deliveries into the warehouse liaising with
* Ensure the goods-in process is operating smoothly: GRN, QC, tagging, product information, bagging and stock put-aways
* Own systems integration with the chosen warehouse partner's Warehouse Management System optimising the API for the business model
* Manage and ensure resolution of any supplier delivery issues; short shipments, faulty or incorrect items, and supplier returns.
* Alongside Director, work to negotiate rates and services regularly

SHIPPING:
* Oversee the goods-out process to ensure that customer orders are prepared to the very highest of standards: excellent wrapping and packing and presentation of goods and information
* Responsible for logistics concerning all sales orders from confirmation through to last-mile delivery, meeting the highest standards of customer experience achievable
* Carefully manage the returns process, to ensure customers receive a positive experience and good communication; swift execution of refunds and exchanges
* Implement effective tracking procedures so that all shipments can be monitored and KPIs measured
* Make sure all shipping documentation is recorded and filed
* Set-up and successfully manage the customs/ bonded warehouse facility, ensuring that all the correct procedures are maintained
* Prepare all seasonal duty information, tariff code classification and make sure the data is correctly loaded to the system
* Review all products to identify any problematic items (CITES, high-value) and prepare necessary steps to avoid potential issues
* Overall responsibility for Stock : constantly checking that all systems are updated with correct stock levels, maintaining control and visibility on stock and managing the process of disposal for old stock.
* Supervise Press sample tracking with the PR & Marketing team
* Work closely with the Customer Care team to ensure an excellent customer experience in all areas
* Organise regular reviews of current logistics partners carry out business tenders as required
* Support the business with general shipping requirements and queries
* Establish KPIs for logistics and methods to maintain and measure performance
* Produce regular reporting and updates on distribution
* Constantly check and review shipping and logistics processes to see where improvements can be made and efficiencies gained any other responsibilities as directed by the Ecommerce and Operations Director

Requirements

* 5 years' minimum experience in retail/ecommerce operations and logistics
* Middle Eastern and Dubai market specific experience a huge advantage
* Experience in luxury / high-end fashion a plus
* Strong, collaborator with plenty of energy and ability to operate in a start-up, fast-pace environment
* Highly attuned attention to detail, with a focus on execution and delivery
* Numerate
* Target and goal oriented
* Calm, collected with ability to embrace and resolve issues and crisis resolution.
* Excellent communication, analytical and digital skills
* Dedicated, enterprising, hardworking and committed person willing to invest long term
* Arabic and other language skills a plus
* Energy to build and create an amazing platform and logistics enterprise around the platform

About the Company

Carter Murray is a specialist recruitment consultancy specialising in the placement of marketing professionals into professional services firms, the financial services sector, multi-national corporations and global brands from our offices in London, Dubai and Sydney. Carter Murray is a member of The SR Group, a specialist global recruitment consultancy founded in 1987, operating in the niche markets of Taxation, Legal, HR and Marketing recruitment. From the worlds largest companies to small owner-managed businesses, we recruit at all levels for a complete cross-section of clients. Our clients include the full range of UK and international professional services firms and financial services companies. We recognise that they expect an exceptional level of service and a real knowledge of todays highly specialised market.Each of our consultants personally manages their own clients and specialises in specific areas of this key marketplace. We take the time to really understand both parties needs and provide focused and consistent advice.