Manager - Fulfillment Operations (Process Excellence)
Skills
About This Role
Role Purpose
The Manager – Fulfilment Operations Management is responsible for managing Majid Al Futtaim Retail’s Digital fulfilment operational performance to enhance customer experience in various Carrefour store formats, improve our operational KPIs and ensure the continuous scaling of operational capabilities in our fulfilment centres whilst maintaining operational profitability. The role holder is also responsible for fulfilment operations by planning, analysing, identifying and developing insights on our fulfilment operations; driving operational efficiencies and building new fulfilment capabilities, to solve real business challenges with sustainable solutions for a fast-growing organization.
He/she will also be responsible for monitoring and improving Fulfilment Customer Experience metrics as well as operational efficiency for all assigned MAF Retail operating countries, and for all verticals of fulfilment.
In addition to reviewing, recommending and building strategic and tactical changes to drive all online profitability by increasing customer base and improving fulfilment performance
Fulfilment Operations
- Monitor and improve Fulfilment Customer Experience metrics (on-time handover to last Mile, customer delay complaints %, Picking quality), Cost metrics (Fulfilment CPO etc.) as well as operational efficiency such as Pickrate for all stores in allotted countries where MAF Retail Carrefour is present, and for all verticals of fulfilment (listed below) via process change or Product capabilities:
- o E-Food (scheduled delivery), o CarrefourNow (Express delivery), o Online Partnerships o Warehouse/DC delivery
- Support on effort across the fulfilment operations (analysis, planning, performance, etc) leveraging operational reports and conducting continuous on-ground audit and work closely with the fulfilment owners (ops manager, supervisor) and communicate results and recommendations in a businessoriented manner with clear guidelines which can be implemented across fulfilment functions.
- Perform regular review of operational manpower allotment in the country to ensure we support projected volumes and optimal operating costs
- Devise and communicate new process and system changes to improve KPIs and measure success quantitively
- Develop operational compliance guidelines and enforce adoption of processes and product capabilities
- Provide recommendations for operations development and growth opportunities based on detailed knowledge of existing data, business objectives and available technology
- Monitor business processes ensuring compliance, identify areas of improvements based on operational challenges to increase the operational KPIs, share continuous feedback of the process alignment with stakeholders and coach operations teams as and when required
- Minimum experience
- 6+ years of experience in e-Commerce Grocery managing e-Commerce operations development and/or implementation with experience in Product Design
- Preferably 5+ years in the retail/e-Commerce business or closely related industry
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