Operations & Customer Experience Manager
About This Role
PECTIV is looking for an Operations & Customer Experience Manager to own customer support, fulfillment coordination, stock movement, and day-to-day operational reliability.
This role is ideal for someone who is highly organized, detail-oriented, calm under pressure, and capable of managing both customer experience and backend coordination. You will play a critical role in ensuring orders move smoothly, customers are supported properly, and inventory is available across channels.
Responsibilities
- Manage customer support across WhatsApp, email, and other customer touchpoints
- Answer customer questions about orders, products, delivery, and basic issues
- Manually place customer orders received through WhatsApp when needed
- Follow up on delayed, failed, or problematic deliveries
- Coordinate daily with 3PL partners
- Monitor stock levels across Jumbo warehouse, Amazon, and Noon
- Coordinate stock transfers and replenishment to 3PL and marketplaces
- Track inventory availability and flag out-of-stock risks early
- Manage returns, refunds, replacements, and complaint resolution
- Support subscription-related operational issues
- Maintain operational records and weekly reports
- Build and improve SOPs for customer care, stock movement, refunds, and issue handling
- Coordinate sample shipments for influencers, clinics, events, and collaborations
- Support logistics for activations, gifting, and sampling campaigns
- Track recurring customer issues and report patterns to management
- Help protect customer satisfaction, delivery quality, and operational discipline
Qualifications
- 3+ years of experience in ecommerce operations
- Strong organizational and follow-up skills
- Experience handling customer service in a DTC ecommerce business
- Comfortable working with WhatsApp, operational spreadsheets, and order systems
- Experience coordinating with 3PLs, warehouses, or delivery companies
- Strong problem-solving skills and ability to stay calm under pressure
- Detail-oriented and process-driven
- Experience with Shopify, Amazon, Noon, or marketplace operations is a plus
- Arabic and English communication skills are strongly preferred
- Experience in beauty, wellness, FMCG, or ecommerce brands is an advantage
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