Job Description

Roles & Responsibilities

Digital Operations

• Oversee the hypermarket’s ecommerce platform, ensuring smooth functionality and user experience.

• Manage product listings, pricing, promotions, and online catalog accuracy.

• Coordinate with IT and marketing teams to implement new features and campaigns.

Order & Fulfillment

• Supervise daily online order processing, packaging, and timely delivery.

• Ensure fresh items quality checks for online orders to avoid customer complaints.

• Monitor service quality of store pickers and riders, ensuring punctuality and accuracy.

Delivery Platform Coordination

• Work closely with Talabat, Khedmah, and other delivery apps to maintain strong partnerships.

• Negotiate and secure prime placement in their marketing campaigns to boost visibility.

• Ensure smooth integration of hypermarket inventory with third party platforms.

Inventory & Procurement

• Align online stock availability with physical store inventory.

• Collaborate with procurement teams to ensure seasonal and fast moving items are prioritized online.

• Monitor stock rotation and expiry control for items sold digitally.

Customer Experience

• Guarantee the best online customer service experience, including complaint resolution and feedback management.

• Implement loyalty programs, personalized offers, and digital engagement strategies.

• Track customer satisfaction metrics and improve service standards.

Staff & Scheduling

• Assign and monitor staff duties related to ecommerce operations (order picking, packing, delivery coordination).

• Prepare weekly schedules with department heads to cover peak online shopping hours.

• Train staff on digital tools, customer service, and quality control.

Analytics & Reporting

• Analyze sales trends, customer behavior, and website traffic.

• Prepare weekly/monthly reports on ecommerce performance.

• Recommend strategies to increase online sales and profitability.

Desired Candidate Profile

• Minimum 5 years in retail/ecommerce management, preferably FMCG or hypermarket sector.

• Strong knowledge of digital platforms, online marketing, and logistics coordination.

• Excellent leadership, communication, and problem solving skills.

• Ability to thrive in a fast paced, high volume retail environment.