E-commerce Supervisor - Operations & Commercial

Job Description

We are looking for an experienced E-commerce Supervisor? Operations & Commercial to oversee end-to-end e-commerce operations, manage the fulfillment team, optimize website performance (including SEO), coordinate activations, and drive commercial growth.This role requires collaboration with merchandising, marketing, and digital teams, while ensuring a seamless customer experience and strong sales performance across online channels.Work Flexibility & AvailabilityFlexible to work from the office and occasionally visit the warehouse to assist the fulfillment team as neededAvailable via mobile to assist customer service 7 days a week, 9 AM to 9 PM.Able to adapt to operational needs and urgent e-commerce issues outside standard office hours when required.Key Responsibilities1. E-commerce Operations & Fulfillment SupervisionSupervise the e-commerce fulfillment team in the warehouse to ensure timely, accurate, and high-quality order processing.Monitor daily online orders from Shopify and other platforms, prioritizing express and VIP orders.Coordinate with delivery partners to meet SLAs and resolve operational issues.Ensure adherence to SOPs, team accountability, and cost-efficient operations.2. Website & Product ManagementCreate, upload, and manage products on the website.Feature products live and optimize product titles, descriptions, categories, and images for SEO to improve visibility and conversions.Implement website enhancements to improve UX, conversion rates, and overall performance.3. Commercial & Marketing CoordinationPlan and execute e-commerce activations according to the commercial calendar.Collaborate with merchandising and marketing teams to align promotions, campaigns, and product launches.Track stock availability, manage out-of-stock situations, and forecast inventory needs.Support digital marketing initiatives, including social media, email campaigns, paid ads, and SEO strategy.4. Customer Service CoordinationEnsure all customer service inquiries and complaints related to online orders are addressed promptly.Collaborate with fulfillment and customer service teams to resolve issues such as delayed deliveries, out-of-stock items, replacements, or refunds.Process refunds accurately and on time.Monitor escalated cases to ensure timely resolution and maintain high customer satisfaction standards.5. Strategic Ownership & AnalyticsDevelop and implement e-commerce growth strategies aligned with business objectives.Analyze sales data, website metrics, and customer behavior to recommend improvements.Monitor KPIs, generate reports, and provide actionable insights to management.Identify cost-saving opportunities across e-commerce operations and implement efficiency measures.6. Team Development & TrainingTrain and mentor fulfillment and operations teams on SOPs and product handling.Drive team efficiency, accountability, and performance.7. Compliance & Quality AssuranceEnsure all website content, product listings, and promotions comply with brand guidelines.Maintain fulfillment and packaging standards to enhance the customer experience.8. Partner CoordinationLiaise with courier partners to improve service levels and operational efficiency.Key Performance Indicators (KPIs):Achievement of monthly and quarterly e-commerce sales targets.Order fulfillment accuracy and SLA compliance.Website product uptime, feature updates, and optimized listings.SEO performance: improved search rankings, organic traffic, and on-page optimization metrics.Timely execution of promotions, campaigns, and commercial activations.Stock availability and reduction in out-of-stock occurrences.Customer satisfaction metrics for online orders and issue resolution.Website performance metrics: traffic, conversions, AOV, and engagement.Digital marketing campaign performance and ROI.Cost efficiency: reduction in operational costs while maintaining service quality.SkillsQualifications & Skills:Proven experience in e-commerce operationsStrong team management and coordination skills.Experience with Shopify, Odoo, or other order management systemsKnowledge of SEO, digital marketing, UX, and online merchandising.Analytical mindset with focus on commercial results.Ability to work under pressure, prioritize tasks, and drive results.Proficiency in Microsoft Excel for reporting, analysis, and KPI tracking (Merchandising and technical test will be shared )Preferably Arabic Speaking .

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