Job Title:

E-commerce Supervisor- Operations & Commercial

Job Summary:

We are looking for an experienced E-commerce Supervisor– Operations & Commercial to oversee end-to-end e-commerce operations, manage the fulfillment team, optimize website performance (including SEO), coordinate activations, and drive commercial growth.

This role requires collaboration with merchandising, marketing, and digital teams, while ensuring a seamless customer experience and strong sales performance across online channels.

Work Flexibility & Availability

• Flexible to work from the office and occasionally visit the warehouse to assist the fulfillment team as needed
• Available via mobile to assist customer service 7 days a week, 9 AM to 9 PM.
• Able to adapt to operational needs and urgent e-commerce issues outside standard office hours when required.

Key Responsibilities

1. E-commerce Operations & Fulfillment Supervision

• Supervise the e-commerce fulfillment team in the warehouse to ensure timely, accurate, and high-quality order processing.
• Monitor daily online orders from Shopify and other platforms, prioritizing express and VIP orders.
• Coordinate with delivery partners to meet SLAs and resolve operational issues.
• Ensure adherence to SOPs, team accountability, and cost-efficient operations.

2. Website & Product Management

• Create, upload, and manage products on the website.
• Feature products live and optimize product titles, descriptions, categories, and images for SEO to improve visibility and conversions.
• Implement website enhancements to improve UX, conversion rates, and overall performance.

3. Commercial & Marketing Coordination

• Plan and execute e-commerce activations according to the commercial calendar.
• Collaborate with merchandising and marketing teams to align promotions, campaigns, and product launches.
• Track stock availability, manage out-of-stock situations, and forecast inventory needs.
• Support digital marketing initiatives, including social media, email campaigns, paid ads, and SEO strategy.

4. Customer Service Coordination

• Ensure all customer service inquiries and complaints related to online orders are addressed promptly.
• Collaborate with fulfillment and customer service teams to resolve issues such as delayed deliveries, out-of-stock items, replacements, or refunds.
• Process refunds accurately and on time.
• Monitor escalated cases to ensure timely resolution and maintain high customer satisfaction standards.

5. Strategic Ownership & Analytics

• Develop and implement e-commerce growth strategies aligned with business objectives.
• Analyze sales data, website metrics, and customer behavior to recommend improvements.
• Monitor KPIs, generate reports, and provide actionable insights to management.
• Identify cost-saving opportunities across e-commerce operations and implement efficiency measures.

6. Team Development & Training

• Train and mentor fulfillment and operations teams on SOPs and product handling.
• Drive team efficiency, accountability, and performance.

7. Compliance & Quality Assurance

• Ensure all website content, product listings, and promotions comply with brand guidelines.
• Maintain fulfillment and packaging standards to enhance the customer experience.

8. Partner Coordination

• Liaise with courier partners to improve service levels and operational efficiency.

Key Performance Indicators (KPIs):

• Achievement of monthly and quarterly e-commerce sales targets.
• Order fulfillment accuracy and SLA compliance.
• Website product uptime, feature updates, and optimized listings.
• SEO performance: improved search rankings, organic traffic, and on-page optimization metrics.
• Timely execution of promotions, campaigns, and commercial activations.
• Stock availability and reduction in out-of-stock occurrences.
• Customer satisfaction metrics for online orders and issue resolution.
• Website performance metrics: traffic, conversions, AOV, and engagement.
• Digital marketing campaign performance and ROI.
• Cost efficiency: reduction in operational costs while maintaining service quality.

Skills

Qualifications & Skills:

• Proven experience in e-commerce operations
• Strong team management and coordination skills.
• Experience with Shopify, Odoo, or other order management systems
• Knowledge of SEO, digital marketing, UX, and online merchandising.
• Analytical mindset with focus on commercial results.
• Ability to work under pressure, prioritize tasks, and drive results.
• Proficiency in Microsoft Excel for reporting, analysis, and KPI tracking (Merchandising and technical test will be shared )
• Preferably Arabic Speaking