Omni-Channel Operations Lead

at Chalhoub Group
Published July 20, 2022
Location Abu Dhabi, United Arab Emirates
Category Administration  
Job Type Full Time  
Salary Unit Hour


You will be responsible for coordinating omni-channel projects under the supervision of a Senior Project Manager. The ideal Omni-Channel Operations Lead will proactively highlight risks and propose mitigation plans, while mobilizing and requesting for resources as required. You will be process-driven and highly organized by demonstrating people and customer centricity.

What You'll Be Doing
• Run day to day business operations of eCommerce Fulfillment by reviewing open orders and collaborating with teams to get orders out
• Ensure picking, packing and shipping are fast and efficient for our customers and cost effective for the store
• Monitor and take action on exception reporting and understand measurements of KPI’s for lead times, shipping time, backorders, shipping exceptions to track progress towards operational goals for direct eCommerce business and work on initiatives to improve KPI’s
• Review and ensure all orders are processed within same day.
• Ensure all SLA’s are met as per defined standards including but not limited to Picking SLA, Delivery SLA’s, Returns SLA, Refunds SLA, Click & Collect SLA.
• Ensure item packaging is as per defined standards.
• Ensure returns are managed in system as well as physically to eliminate stock variances or missed sales
• Ensure partials and OOS are identified and communicated to guests within SLA
• Coordinate with Bespoke team for delivery.
• Ensure all deliveries and shipments are dispatched within SLA. Handle and find solutions for delays.
• Ensure all trackers are fully updated and followed up from respective teams in a timely manner.
• Ensure all marketplace orders & dangerous gods orders are processed within SLA, following all required guidelines and protocols.
• Liaise with DSP, to ensure all shipments are delivered within delivery SLA

What You’ll Need To Succeed
• Hosting platform- Ensure Magento/Salesforce and Storm are fully functional as per day to day requirement. Raise any issues impacting daily operations. Take full accountability to resolve any blockers.
• Out of Stock Management- Review, analyze and collate root cause for OOS and Items not found. Escalate to Operations Manager to be resolved with minimal business impact.
• Scaling- Be proactive to plan for resources and adapt processes for anticipated growth and slow down in business, in line with business strategy.
• Evaluate Logistics and Shipping partners performance and surface exceptions and issues to the correct parties for resolution
• Maintain GWP’s and PLV’s

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