eCommerce Officer Role
The position will be part of ecommerce central operation team and will support in day-to-day functions of online Trade operations across all Alshaya group brands and markets. The E-Commerce Operations officer will be responsible for enhancing all aspects of the e-commerce customer journey, striving to provide an outstanding experience to customer and colleagues. You will develop, execute, and continuously improve our ecommerce operations processes and will play a key role as part of the Ecommerce Team. You will report directly to the E-Commerce Operations manager.
What you will be doing
Understand the ecommerce operation flows for multiple brands and markets in the MENA regions and ensure all are executed as per the Alshaya standards.
Ensure compliance with Alshaya policies and procedures
Produce Daily/weekly/monthly reports to monitor Key KPIs (Orders/fulfillment/Cancellations/ Returns etc.). Identify any problem areas work towards continuous improvement alongside the operations manager
Stakeholder management. Be the key contact point for our customer service team and for our operational partners such as the Trade teams, Retail, Logistics, Customer Care, IT.
Liaising with Finance and Ecom PMO Team for any enhancements identified in the existing processes as well provide learnings and feedback on any new projects
Trading Support for BAU cases and report follow-up till closure – Site issues/payment issues/Catalogue issues
Timely customer complaint resolution as per the agreed SLA ensuring customer experience is not impacted
Payment Operations – Ensuring order placement transactions and refund are working smoothly. Picking up all escalated issues related to refunds raised by Customer Care for various brands and manually refunding as required, daily (for all markets & all brands)
Support Finance team for any Ecom transaction related queries till closure
Delivery matrix and on-site T & C management for all brands and markets
Providing document proof of all orders that have been identified as fraud directly by all Payment Service providers.
Liaison with IT for order status mismatches, raising Service desk tickets for the same.
Provide the required support on operational perspective in the absence of team members
Alshaya Group is a dynamic family-owned enterprise which was first established in Kuwait in 1890. With a consistent record of growth and innovation, Alshaya Group is one of the world’s leading brand franchise operators, offering customers an unparalleled choice of well-loved international brands, including: Starbucks, H&M, Mothercare, Debenhams, Cos, American Eagle Outfitters, P.F. Chang’s, The Cheesecake Factory, The Body Shop, M.A.C, Victoria’s Secret, Boots, Vavavoom, Pottery Barn and KidZania.
Alshaya Group’s portfolio extends across MENA, Russia, Turkey, and Europe, with thousands of stores, cafes, restaurants and leisure destinations, as well as a growing online and digital business.
Operating in multiple sectors including Fashion, Food, Health & Beauty, Pharmacy, Home Furnishings and Leisure & Entertainment, Alshaya Group colleagues are united by a commitment to delivering great customer service and brand experiences.
Fresh, modern, and relevant, Alshaya’s constantly evolving retail portfolio reflects the choices and lifestyle of its customers. From flagship stores and restaurants in prestige malls, to local coffee shops, drive-thrus and online, Alshaya Group brings customers the brands they love in the places they want to be.
Advertised: 17 Mar 2022 Arab Standard Time
Application close: 16 Apr 2022 Arab Standard Time
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