E-Commerce Fulfilment Manager

Role Overview

E-Commerce Fulfilment Manager at Al Tayer Group on a 1-year fixed-term contract.

Company Overview

Al Tayer Group is a leader in luxury retail in the Middle East. Al Tayer Insignia, the retail division, operates a portfolio of world-class luxury brands across fashion, jewellery, home, and department store categories, complemented by lifestyle retail brands in beauty, home, fashion, and hospitality sectors. Portfolio brands include Bloomingdale's, Harvey Nichols, and Armani.

Role Purpose

Oversee end-to-end warehouse and order fulfillment operations to ensure products are received, stored, picked, packed, and shipped accurately and efficiently. Maintain high levels of inventory accuracy, operational efficiency, and customer satisfaction while managing warehouse teams, optimizing processes, and controlling costs. Coordinate logistics, ensure on-time deliveries, and drive continuous improvement to support the company's e-commerce and distribution objectives.

Key Responsibilities

Fulfillment Operations Management

• Oversee all daily operations of the e-commerce fulfillment center, including receiving, put-away, picking, packing, and shipping.
• Ensure customer orders are fulfilled accurately and efficiently within defined service-level agreements (SLAs).
• Coordinate inbound and outbound logistics to maintain smooth material and product flow.
• Manage capacity planning to meet peak and off-peak e-commerce demand.
• Maintain operational compliance with company policies, safety standards, and regulatory requirements.

Inventory & Warehouse Management

• Monitor and maintain accurate inventory levels across all SKUs.
• Ensure proper storage, stock rotation, and space utilization within the warehouse.
• Monitor regular cycle counts and full physical inventory checks to ensure 100% accuracy.
• Work closely with business planning and buying teams to manage stock replenishment and reduce stockouts or overstocking.

Process Improvement & Operational Coordination

• Support analysis of daily workflows and identify process gaps or inefficiencies within the Distribution Centre.
• Contribute to documentation, review, and periodic updates of Standard Operating Procedures (SOPs) for DC operations.
• Support data collection and reporting of KPIs related to productivity, order accuracy, and operational throughput.
• Support preparation of operational data required for planning and justification of capital expenditure requests.
• Coordinate with cross-functional teams to ensure accurate information flow and timely reporting.

Customer Experience & Quality Assurance

• Support the team in achieving high order accuracy and timely delivery to meet customer expectations.
• Assist in implementing and following established quality control standards for picking, packing, and shipping activities.
• Coordinate with customer service teams to resolve order or delivery issues in a timely manner.
• Assist in monitoring returns and reverse logistics processes, highlighting issues and supporting actions to ensure efficient handling and minimal loss.

People Management

• Lead, train, and motivate warehouse associates, team leaders, and supervisors to achieve operational goals.
• Create and manage shift schedules to ensure adequate staffing for all warehouse functions.
• Promote a culture of accountability, teamwork, and continuous improvement.
• Enforce safety protocols and foster a safe and efficient working environment.
• Conduct performance reviews, coach and motivate reportees to enhance performance and quality standards, ensuring continuous development and feedback.
• Utilize the company's reward structures and employee recognition schemes to encourage and recognize outstanding performance.

Cross-Functional Collaboration

• Partner with e-commerce, supply chain, finance, and IT teams to align fulfillment operations with business goals.
• Support marketing and sales initiatives such as new product launches and seasonal campaigns by aligning inventory and staffing plans.
• Collaborate with technology teams to enhance system integration between e-commerce platforms and warehouse systems.

Health, Safety & Compliance

• Ensure adherence to health, safety, security, and environmental policies and standards.
• Conduct safety audits, incident investigations, and risk assessments regularly.
• Maintain a clean, organized, and safe facility in line with 5S or lean warehouse principles.
• Maintain HSSE practices in the working environment to minimize the opportunity of damage to property and injury to self and colleagues.
• Proactively remind colleagues to behave in line with HSE processes defined by the company.

Qualifications & Experience

• Bachelor's degree or Master's degree in Supply Chain Management, Logistics, Operations Management, or related field preferred.
• Minimum 5 years of warehouse, fulfillment, or logistics management experience, ideally in an e-commerce environment.
• Experience with WMS, ERP, and order management systems.
• Proven track record of leading high-performing warehouse teams.

Skills & Competencies

• In-depth understanding of order processing, picking, packing, and shipping workflows for B2C and marketplace orders.
• Hands-on knowledge of WMS/ERP platforms and skilled in using Excel, BI tools such as Power BI or Tableau, or ERP reports to evaluate operational performance.
• Ability to interpret KPIs, dashboards, and analytics tools to monitor fulfillment performance and drive improvements.
• Awareness of how fulfillment speed, accuracy, and packaging quality impact customer satisfaction and retention.
• Understanding of how to align labor and inventory planning with sales forecasts and promotional activities.
• Strong verbal and written communication skills for coordinating with internal teams and external partners.
• Proven ability to make quick, data-driven decisions under pressure, particularly during peak e-commerce seasons.
• Capable of leading the team through process changes, system upgrades, and continuous improvement initiatives.
• Skilled in workforce planning, scheduling, performance management, and conflict resolution.

Additional Information

• Contract Type: 1-Year Fixed-Term Contract