Operations Manager

• Propose optimizations and necessary enhancements to front and back-end processes for continuous reduction of the operational timelines, accuracy and costs.
• Monitor OMS functionality, fulfillment locations experience and performance and propose new development to improve performances and services.
• Produce weekly/monthly reports to monitor Customer Experience KPIs and work towards continuously improving them.
• Mobilize cross functional teams to implement those enhancements and improve fulfillment productivity, customer service, and internal processes.
• Ensure the day to day follow-up of all online orders from beginning to end and make sure all escalations from our customer service team are resolved in a timely manner
• Evaluate customers’ issues, comments/feedback and implement a close loop resolution technique for delivering solutions and improving the end to end client experience Orders Management
• Understand the ecommerce operation flows for multiple markets in the region and ensure all are executed seamlessly (Non-dedicated stock, Order on Behalf, boutique pick up, click and collect..) and ensure operational compliance with policies and procedures.
• Collaborate with Logistics, Retail & Custome
• Be the key contact point for our customer service team and for our operational partners such as the Retail, Logistics, Customer Care.
• Organize and follow up on exceptional orders and delivery services
• Monitoring the completion of all Refunds and Returns