Operations Manager | Emirati Talent

JOB TITLE
Operations Manager | Emirati Talent | MAF Retail | Hypermarket UAE

ROLE SUMMARY
The Operations Manager is responsible for managing the day-to-day execution of E-Commerce operations, including order fulfillment, picking, marshalling, dispatch, and team performance. The role ensures operational efficiency, timely delivery, product quality, and customer satisfaction while monitoring KPIs and driving continuous improvement. The position leads and motivates the team to achieve business objectives, coordinates with stores and Head Office stakeholders.

ROLE PROFILE

• Manage end-to-end E-Commerce fulfilment operations, including coordination with fulfilment centers, last-mile delivery teams, and third-party delivery partners to ensure timely and efficient order execution.
• Monitor operational performance, including picking, fulfilment, handover, delivery timelines, productivity, and service KPIs, driving continuous improvement initiatives to enhance efficiency and customer experience.
• Ensure optimal fulfilment center operations through effective inventory management, stock availability, hygiene standards, quality controls, and compliance with company policies and procedures.
• Coordinate with cross-functional teams including Commercial, IT, E-Merchandising, Head Office Services, Stores, and Customer Service teams to resolve operational challenges and improve processes.
• Analyze customer experience metrics, including NPS results, identify improvement areas, and implement initiatives to enhance the overall online shopping journey.
• Manage team performance through coaching, mentoring, training, performance management, and talent development initiatives while ensuring adherence to attendance and disciplinary standards.
• Drive cost optimization initiatives by monitoring operational expenses, improving cost per delivery, ensuring budget compliance, and implementing corrective actions where required.
• Support the development and implementation of operational policies, procedures, and controls while ensuring compliance, process improvements, and alignment with business objectives.
REQUIREMENTS

• Lead people management activities including performance management, coaching, mentoring, talent pipeline development, training coordination, and ensuring availability of skilled resources to meet business objectives.
• Support the development and implementation of operational policies, procedures, and guidelines while ensuring compliance across the business.
• Manage financial responsibilities by monitoring budgets, supporting annual budget planning, reviewing financial reports, controlling operational costs, and driving cost optimization initiatives.
• Hold a Bachelor’s degree in E-Commerce, Business Administration, Logistics, Supply Chain Mngmt, or a related field, with 5–8 years of experience in logistics, supply chain, E-Commerce fulfilment, and last-mile operations. Retail experience is an advantage
• Demonstrate strong leadership, analytical, problem-solving, and organizational skills with the ability to manage teams, drive performance, improve processes, and deliver results in a fast-paced environment.
• Possess strong technical capabilities including knowledge of warehouse/distribution systems, process automation, SAP, Salesforce, MS Office, and advanced Excel, with excellent communication skills. English proficiency is required.
WHAT WE OFFER

• At Majid Al Futtaim, we’re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
• Work in a friendly environment, where everyone shares positive vibes and excited about our future.
• Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.