Content Operations Incharge

Apparel Group


Date: 3 hours ago
City: Dubai
Contract type: Full time
Job Description 2. Delivery & Shipment Coordination: 3. 3rd Party E-commerce Marketplace Management: 4. Returns & Reverse Logistics Management: 5. KPI Monitoring & Reporting: 6. Quality Control & Process Improvement: 7. Customer Experience Support: Key Performance Indicators (KPIs):

  • Order Processing & Fulfillment Management:
  • Monitor and manage the end-to-end order fulfillment process, ensuring all orders are processed and dispatched within the targeted timelines.
  • Collaborate with the warehouse team to prioritize order picking, packing, and ensure accurate order fulfillment.
  • Verify order details and customer information to prevent errors in the fulfillment process.
  • Work closely with 3PL partners to coordinate timely pickups and deliveries for customer orders.
  • Track shipments and delivery timelines, proactively addressing any delays or issues to meet customer expectations.
  • Manage escalations related to delayed deliveries, damaged shipments, and coordinate swift resolutions.
  • Cataloging & Assortment Management: Ensure the accurate and timely listing of products across all 3rd party e-commerce marketplaces, such as Amazon, Noon, and other regional platforms.
  • Pricing & Promotion Management: Manage product pricing, promotions, and discounts on marketplace platforms to stay competitive, ensuring timely offer uploads for campaigns and sales periods.
  • Visibility & Performance Optimization: Monitor and enhance product visibility on marketplaces by optimizing keywords, updating content, and aligning with marketplace promotional opportunities.
  • Inventory Coordination: Ensure adequate stock levels on all marketplaces by coordinating with the inventory and buying teams, minimizing out-of-stock situations to maximize sales.
  • Oversee returns and exchanges, ensuring that returned products are processed efficiently and restocked as appropriate.
  • Collaborate with customer service to resolve return-related queries and follow up with logistics partners for smooth reverse logistics.
  • Generate and maintain reports on returns to understand trends and improve fulfillment accuracy.
  • Track key operational metrics, such as on-time delivery rate, order processing time, marketplace sales performance, and fulfillment accuracy.
  • Generate daily and weekly reports on order fulfillment, marketplace sales, delivery timelines, and exception handling.
  • Provide insights into fulfillment performance, identifying areas for operational improvement to optimize customer satisfaction and sales on external marketplaces.
  • Implement quality checks for order fulfillment accuracy, ensuring products are shipped in good condition.
  • Identify bottlenecks in the fulfillment and marketplace management processes, working with relevant stakeholders to implement process improvements.
  • Proactively suggest and implement operational changes to enhance efficiency, reduce delivery times, and improve marketplace performance.
  • Support the customer service team by providing timely updates on order and delivery status for customer queries.
  • Ensure seamless communication between fulfillment and customer support to handle escalations effectively.
  • Strive to maintain high levels of customer satisfaction by ensuring timely and accurate fulfillment.
  • On-Time Delivery Rate:
  • Target on-time delivery rate of at least 95% across all orders.
  • Marketplace Sales Growth:
  • Meet or exceed monthly and quarterly sales growth targets on each marketplace platform.
  • Order Processing Time:
  • Achieve average order processing time of under 2 hours for same-day & 6 hours for next day shipments
  • Fulfillment Accuracy:
  • Maintain fulfillment accuracy rate of over 99% to minimize delivery errors and returns.
  • Visibility & Conversion Rate on Marketplaces:
  • Improve visibility and conversion rates for product listings on each marketplace by optimizing content, keywords, and promotions.
  • Return Rate:
  • Monitor and aim to keep the return rate within acceptable limits by ensuring fulfillment accuracy and quality checks.
  • Customer Satisfaction Score:
  • Track and maintain a high customer satisfaction score related to delivery, fulfillment, and marketplace experience.
  • Issue Resolution Time:
  • Maintain an average resolution time of under 24 hours for escalated delivery and marketplace issues.

Qualifications & Skills Required:

  • Education: Bachelor’s degree in Business, Logistics, Supply Chain, or a related field.
  • Experience: 2+ years in e-commerce operations, logistics, or marketplace management with a focus on delivery, fulfillment, and external marketplaces.
  • Technical Skills:
    • Proficiency in MS Excel and experience with e-commerce platforms (e.g., Shopify, Magento) and order management systems.
    • Familiarity with marketplace management tools, listing optimization, and logistics tracking tools.
  • Soft Skills:
    • Strong communication skills to liaise with internal teams, 3PL partners, and marketplace account managers effectively.
    • Exceptional organizational skills and an eye for detail.
    • Problem-solving skills, with the ability to resolve issues related to delivery, order fulfillment, and marketplace management.
Personal Attributes:

  • Customer-Centric:
    • Has a deep understanding of customer expectations and works to ensure a seamless delivery experience across platforms.
  • Analytical Mindset:
    • Uses data to make informed decisions and track KPIs that impact delivery, fulfillment, and marketplace performance.
  • Proactive:
    • Identifies potential delays, marketplace issues, or opportunities for growth early and takes steps to address or capitalize on them.
  • Resilient:
    • Works well under pressure, especially during peak sales periods, to meet tight timelines and high order volumes.
This role is integral to our e-commerce operations, managing the fulfillment process and maximizing sales and visibility on key marketplaces. If you’re a highly organized, operationally-focused professional with a passion for driving results across multiple channels, we’d love to have you on our team!

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