E-Com Operations Specialist | Retail | Fashion

Overview

Job Requisition ID: 160475 

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United A”rab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world’s most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate. 

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

Overview Of The Role:

• The Ecommerce Operations Lead plays a crucial role in ensuring the smooth operation and enhancement of ecommerce platforms across multiple brands and markets. This position is responsible for managing all aspects of backend operations, including order lifecycle management, system integrations, and platform maintenance. The role is highly collaborative, requiring coordination with various departments to optimize performance and implement automation tools, thus driving operational efficiency. Success in this role is measured by the ability to maintain high fulfillment rates, seamless data integration, accurate reporting, and timely execution of ecommerce campaigns.

What You Will Do:

Order Management

• Manage the end-to-end ecommerce order lifecycle including cancellations, returns, exchanges, and refunds across all GCC markets.
• Ensure SLA adherence for refunds, order issue resolution speed, and fulfillment rate

System Integration

• Troubleshoot and monitor integrations between SAP, Shopify, OMS, payment gateways, and 3PL systems.
• Liaise with IT teams to ensure data sync and system uptime.
• Maintain integration sync accuracy, minimize downtime frequency, and reduce bug recurrence rate.

Ecommerce Platform Maintenance

• Own the day-to-day QA and performance health of ecommerce platforms including homepage, navigation, collection structure, and checkout functionality.
• Ensure platform error detection and optimize checkout success rate.
• Maintain site readiness.

Online Merchandising

• Support online merchandising tasks, including collection merchandising, product sorting, homepage scheduling, and site readiness for campaigns.
• Coordinate with brand teams to ensure merchandising task completion rate, campaign accuracy, and timely go-lives.

Reporting and Automation

• Build, maintain, and optimize ecommerce operational reports covering orders, returns, fulfillment, and issues.
• Leverage BI tools to visualize key KPIs by market and brand.
• Design and implement workflow automation using tools like Power Automate or equivalent to streamline manual tasks such as refund approvals, alerts, and reporting.

Cross-Functional Coordination

• Coordinate cross-functional workflows with content, IT, customer service, and logistics to ensure seamless site operations and campaign execution.
• Ensure issue turnaround speed and SLA adherence.
• Gather and act upon internal feedback.

Technical Support and Upgrades

• Support UATs, platform upgrades, and system improvements in coordination with internal tech teams.
• Ensure UAT pass rate, deployment readiness, and post-launch stability.

Required Skills To Be Successful:

• Operationally detail-oriented with strong coordination and multitasking ability.
• Technically fluent in ecommerce system architecture and platform logic.
• Confident working with datasets, dashboards, and automation tools.
• Proactive problem-solver with a continuous improvement mindset.

What Qualifies You For The Role:

• 3-5 years of experience in ecommerce operations or platform management.
• Working knowledge of Shopify Plus and SAP (Retail, MM, or SD).
• Strong understanding of system integrations, API sync logic, and platform architecture.
• Demonstrated ability to build reports using BI tools (Power BI, Looker Studio, etc.).
• Experience creating automated workflows using tools like Power Automate.

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.