Ecommerce & Transport Manager

Basic function

Ecommerce warehouse operations

• Implement and improve the ecommerce operating model and manage assigned contract logistics operations across inbound, put-away, picking, packing, marshalling, dispatch and returns.
• Design, implement and monitor warehouse processes; maintain site policies and document procedures in SOPs.
• Manage order processing, picking productivity and accuracy to meet cut-off times and customer service levels.
• Plan for forecasts and seasonal peaks, including Ramadan and White Friday, ensuring inventory, materials and labour are available.
• Conduct stock checks and reconcile inventory on customer or departmental request.
• Oversee product setup and stock synchronization between customer platforms, including Shopify, WooCommerce, Amazon and eBay, and the WMS.
• Use warehouse automation, robotics and WMS tools to scale volumes efficiently.
• Manage kitting, labelling, gift wrapping and luxury and cosmetics handling standards.

Transport and last-mile delivery

• Plan domestic transport, GCC road freight and last-mile delivery, including dispatching, routing and tracking.
• Select, onboard and review carriers, couriers and subcontracted hauliers; negotiate rates and contracts and develop suppliers.
• Monitor carrier SLAs such as on-time delivery, first-attempt success, damages and returns, and drive corrective actions.
• Optimize transport cost per order and shipment while protecting service levels.
• Ensure transport follows UAE road safety, free-zone, customs and documentation requirements.

Customer relationships and account growth

• Manage customer relationships, monthly operational meetings and KPI reviews for warehousing and transport customers.
• Lead quarterly and annual business reviews with high-value customers, analyzing performance, volumes and trends.
• Achieve service levels and communicate performance to customers on time.
• Identify upsell and cross-sell opportunities across warehousing, fulfilment, transport, returns and value-added services.
• Resolve customer escalations and operational risks promptly, keeping customers informed.
• Develop customer solutions and continuous improvement plans.

Commercial, pricing and onboarding

• Support Business Development with RFQs, tenders, solution design, operational costing and customer presentations, including WMS and site demonstrations.
• Develop processes, quality controls and KPIs for customer onboarding.
• Coordinate onboarding with Operations, IT, Legal, Finance and Implementation to launch contracts, SLAs and integrations on schedule.
• Maintain accurate customer-system pricing and take operational responsibility for pricing and supply.
• Work with Finance on monthly account reviews, billing accuracy and invoicing.
• Connect operational performance to financial impact and contribute to account P&L and EBIT targets.

People leadership and compliance

• Set team objectives, analyze performance, identify training needs, coach direct reports and conduct succession planning and skill-matrix assessments.
• Support recruitment, training and rollout of new initiatives; ensure required training, such as forklift training, is completed.
• Maintain safety standards at ecommerce sites and in transport operations; communicate and review QHSE practices.
• Enforce company procedures and policies and promote a continuous improvement culture.
• Prioritize work and complete tasks to timelines, budgets and milestones; provide daily performance and order-management reporting to internal and external customers.
• Keep up to date with industry trends and techniques.

Essential qualifications and experience

• At least 7 years in contract logistics, 3PL or ecommerce fulfilment, including at least 3 years managing operations and teams.
• Hands-on experience running both ecommerce fulfilment and transport or last-mile operations.
• Experience managing large-scale, multi-client warehouse operations, facilities and equipment.
• Experience managing carriers, couriers or subcontracted hauliers, including rate and contract negotiation.
• Track record managing key accounts, business reviews, SLA/KPI performance, retention and growth.
• Experience supporting RFQs and tenders with operational solutions and costings.
• Working knowledge of WMS and ecommerce platform integrations, including Shopify, WooCommerce, Amazon and eBay.
• Understanding of UAE logistics, free zones, customs documentation and road transport rules.
• Bachelor's degree in supply chain, logistics, business or a related field, or equivalent experience.

Preferred qualifications and experience

• Retail, consumer, luxury fashion or cosmetics logistics experience.
• Experience in Dubai CommerCity or Jebel Ali Freezone multi-client environments.
• Exposure to warehouse automation or goods-to-person robotics.
• GCC cross-border ecommerce experience.
• Professional certification such as CILT, CSCP or Lean / Six Sigma; a valid UAE driving license.