The Trade Operations officer will be a part of high-performance eCommerce team responsible for managing and improvement of Alshaya eCommerce properties. The role works very closely with the Senior Trade Operations Officer and Senior Trade Operations Manager and will support in day-to-day functions of online Trade operations across all Alshaya group brands in the MENA region. The role supports the execution the ecommerce trade operations strategy across all Alshaya’s customer facing digital properties and is responsible for build up of operational efficiencies across all channels.
Work with internal and external partners to ensure that all processes, requirements, and steps necessary for a successful Trading operation are maintained, identified, tracked, and optimized where necessary ensuring optimal trading efficiency at all times and hence a winning customer shopping experience. The role will actively work within the multi-channel sales environment, fully contributing to improving customer experience and creating a customer centric culture.
The Trade Operations officer is responsible for the operational effectiveness of Alshaya’s digital shopping experiences from a customer perspective. The role blends an excellent understanding of end-to-end ecommerce operations and project support. The role is both Tactical and Operational in Approach.
This role
• Support the Senior ecommerce Trade operations officer in all day-to-day businesses in the areas of OMS, CMS, warehouse operations, payment, logistics and customer service as well as in frontend operation
• Is responsible for the efficient trade operation of Alshaya Digital ecosystem and customer experience.
• Working closely with eCommerce Key stakeholders - IT, Logistics, GCS, and Finance
• Ensure compliance with Alshaya policies and procedures
• Maximizes conversion rates in all digital environments through effective trade operation and process monitoring.
• Is a highly analytical, dynamic, and attentive individual who is adept at relationship building with internal and external clients.
• Identifies areas of improvement in day-to-day activities and work closely with the reporting manager to improve the customer shopping experience.
• Uses data, insights, and research to drive idea generation and decision making.
• Works seamlessly across the Key stakeholders forging strong relationships to deliver results.
• Ensures that assigned projects and enhancements are delivered on time and provide tangible returns.
• Identifies ways of improving profitability through improved processes and management.
• Ensures solutions are tested, resilient, optimised, and secure.
• Is highly technical and organised.
KEY RESPONSIBILITES
Trade Operations
• Responsible in part for day-to-day performance of the Alshaya portfolio of brand websites.
• Working closely with brand, performance, delivery, IT and logistics teams to realise planned objectives, both Tactical and operational.
• Executes the operational strategy to ensure that trading is optimal at all times.
• Provide support down to campaign level and ensure that the customer experience is as intended for trading teams.
• Ensuring that the customer Journey is optimal across all digital properties.
• Achieving 99% on time support for any issue raised by the Trading teams.
• Build strong relationships with all departments connected to the ecommerce agenda and own communication lines with key stakeholders.
• Playing an important role for the customer fulfilment proposition, including delivery and operational excellence.
• Work seamlessly with IT and logistics, to execute the roadmap for physical customer satisfaction.
• Ensure that all customer facing digital properties and functions are running in an optimal way at all times.
• Fully focused on improving site/app speed/performance.
• Ensure that information provided on the digital properties is always up to date including the delivery matrix and store fulfilment.
Reporting and Insight
• Participate in regular operations meetings with relevant teams to ensure day to day business goals and objectives are constantly delivered as planned.
• Attend the weekly trading meeting to ensure that operations are not a barrier to trading excellence.
• Building reports and KPI dashboards for real-time monitoring of performance.
Product Development and Program Management
• Deliver operational projects support that benefit the customer and support Alshaya’s strategic objectives.
Business Analysis
• Identify issues, develop hypotheses, and execute in-depth analyses to translate data into actionable insights and make recommendations based on your findings.
• Measure and report on effectiveness of assigned projects against objectives.
• Work with Data and Insights team and relevant business units to identify key areas for improvement and optimisation.
Customer Centricity
• Manage the digital shopping operation to maximise conversion and create a winning shopping experience for our customers covering the full Customer lifecycle including payments and refund
• Striving for Operational excellence for customer success.
• Promote the ‘voice of the customer’ across all Alshaya business units.
• Complaint management for external as well internal customers.
Profitability
• Play a key role in driving sustainable, profitable sales growth through an efficient and effective digital trading operation.
• Monitoring the payment operations process ensuring minimal revenue loss
People
• Manage internal and external relationships wherever necessary to deliver initiatives and activity within the timeframes specified and ensure that the Alshaya work ethic, brand values and mission are always upheld.
• Work seamlessly with brand teams and other members of the ecommerce team to provide support down to campaign level and to ensure that assigned projects are delivered in line with set processes and procedures
• Work well on own initiative but also be a fully committed team player and engender respect and support from other members of the global business.
Expertise
• Maintain an expert level of knowledge of all related activities and always open to learning the new technologies and processes for operational excellence.
• Contribute to the overall mission of the department.
• Constantly look for new opportunities and regularly make suggestions as to how things can be improved based on day-to-day learnings.
EXPERIENCE / COMPETENCIES REQUIRED
Key Skills
• At least one years’ experience in a relevant digital role in ecommerce, marketplace or omnichannel business model with a proven record of success and delivery.
• 2-4 years of total work experience.
• Expert knowledge and experience of ecommerce operational structures and working practices.
• Agile individual with the ability to work autonomously in a demanding and ambiguous environment; you want to work in a fast-paced environment with constant change
• Excellent organizational skills including prioritizing, scheduling, time management, and meeting deadlines
• Understanding of order lifecycle and ecommerce Customer Journey
• Ability to collaborate at multiple levels.
• The ability to translate data into actionable insights.
• Excellent communication skills, both written and spoken.
• Understanding of all digital KPIs controlling performance, ROI, NPS etc.
• Superior Excel / Sheets skills are a hard requirement (must know V-Lookups & Pivot tables)
• Self-starter with a high degree of initiative.
• Ability to multitask and prioritise.
• Outstanding attention to detail.
• Experience of using specialist digital/web tools and software packages.
Preferred Skills
• Fashion and beauty experience.
• Relevant degree or professional qualification.
• Working knowledge of HTML, Magento, Analytics, Order management systems, Payment Gateway
• Experience of MENA markets.
