Director - Fulfillment - Gulf Countries

INSPIRE | EXHILARATE | DELIGHT

For over six decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. The Group, in its endeavour to excel as a hybrid retailer, has reinforced its distribution and marketing services with a portfolio of eight owned brands and over 300 international brands in the luxury, beauty, fashion, and art de vivre categories. More recently, the Group expanded its expertise into new categories of luxury watches, jewellery, and eyewear.

Every step at Chalhoub Group is taken with the customer at heart. Be it constantly reinventing itself or focusing on innovation to provide luxury experiences at over 750+ experiential retail stores, online and through mobile apps, each touch point leads to delighting the customer.

Today, Chalhoub Group stands for 14,000 skilled and talented professionals across seven countries, whose cohesive efforts have resulted in the Group being ranked third in the Middle East and first in Saudi Arabia as a Great Place to Work.

To keep the innovation journey going, the Group has set up “The Greenhouse”, which is not just an innovation hub, but also an incubator space and accelerator for start-ups and small businesses in the region and internationally. This is just one of the several initiatives taken by the Group to reinvent itself, catalysed by forward thinking and future-proofing. The Group has also been embedding sustainability at the core of its business strategy with a clear commitment towards people, partners and the planet, and by being a member of the United Nations Global Compact Community and signatory of the Women's Empowerment Principles.

What You'll Be Doing

This role is responsible for driving continuous improvement in all aspects of Distribution, Transportation, Retailer Operational Services, digital fulfilment and VAS along with reverse logistics management for our Local Fulfilment Area.

Key Responsibilities

• Develop strategies and implement plans to improve and standardize all aspects of Chalhoub Group digital and Local Fulfilment operations.
• Contribute towards the achievement of Chalhoub Group Local Fulfilment strategic and operational objectives. Ensure operational processes stay within agreed upon budgets and timelines.
• Architecting all the system developments and technology required for all the systems involved in order fulfilment, distribution, “dark store”, returns and customer refund, Market place operations, DC consolidation / Partial delivery.
• Create and Develop the strategy for Localised fulfilment for the group companies and for our Joint Ventures, including NPS KPI improvement
• Create the winning strategy for KSA Localised fulfilment that allows Chalhoub to win in that market from day one !
• To build strong relations across digital/ Customer Service / Planning head / Buying / FSS office leadership teams.
• Build / implement and evaluate strategies to enhance our customer delight.
• Liaise with B&M business leads on how to reduce the store fulfilment cost and look for ways to improve the Service level agreement and increase efficiency levels.
• Build and execute strategies on how to handle and execute high seasonal spikes such as Cyber week / Ramadan / Super sale for our entire digital warehouse, internal fleet and 3 PL.
• Responsible for managing the entire order cycle to ensure customer satisfaction
• Executor of the OMS configuration that Digital team creates in commercial team.
• Develop strategies for optimizing last mile delivery operations, ensuring timely and cost-effective delivery to customers.
• Create the sustainability plan for the Localised fulfilment area
• Collaborate with logistics and delivery partners to enhance the efficiency and reliability of the last mile delivery network.
• Implement tracking and tracing systems to provide real-time visibility into the last mile delivery process.
• Collaborate with cross-functional teams to design and implement a user-friendly returns policy that aligns with the omni-channel strategy.
• Utilize data analytics to gain insights into return patterns and implement strategies to minimize returns.
• Implement inventory management strategies that balance stock levels across online and offline channels to prevent overstock or understock situations.
• Utilize data and forecasting tools to optimize inventory distribution and allocation based on customer demand.
• Ensure that inventory rebalancing is performed efficiently and in alignment with the overall omni-channel strategy.
• Identify and develop a portfolio of value-added services that enhance the overall customer experience, such as personal shopping assistance, curbside pickup, and in-store events.
• Collaborate with relevant teams to ensure that V.A.S offerings are seamlessly integrated into the omni-channel strategy and align with brand values.
• Identify, align (with Chief digital) and develop a portfolio of value-added services that enhance the overall customer experience, such as personal shopping assistance, curbside pickup, and in-store events.
• Collaborate with relevant teams to ensure that V.A.S offerings are seamlessly integrated into the omni-channel strategy and align with our values
• To become the “ambassador” of Chalhoub Operations community for localised fulfilment, with special focus on Digital part
  
  

What You’ll Need To Succeed

Must have at least 10 years' experience leading a Regional Fulfillment Function - First/Middle/Last Mile with a multi-brand Fashion or Beauty Business in the GCC Region.

Must have at least 5 years' experience with Inventory Management and redesigning inventory management logic.

Must have a Master's in Supply Chain or Industrial Engineering or any related principle

Excellent leadership capabilities - Servant Leadership

What We Can Offer You

With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.

We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.

We Invite All Applicants to Apply

It Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.

We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.