Fulfillment Manager

2 weeks ago

Riyadh, Saudi Arabia Nana Direct Full time

**About Nana**:
Nana is an internet marketplace connecting customers with their favorite grocery stores, pharmacies and specialty stores. Our mission is to deliver the highest quality of online grocery customer experience with a sense of affection, care, and pride. Nana was established in 2016 and is headquartered in Riyadh, Ar Riyad, Saudi Arabia.

**Highlights**:
Nana funding: 188M SAR
Current funding stage: Series C

Nana backed by: STV, MEVP, Wamda Capital, Saudi Venture Capital, Impact46, Watar Partners

**Fulfillment Manager **is responsible for managing the operation performance in direct online sales including fulfillment and quality standards to enhance the whole customer experience (modern trade and dark stores
- Hyper ). He/ She will review, recommend and build strategic and tactical changes to drive all online profitability by increasing customer base and improving fulfillment performance.

She/ he is also responsible for managing on time delivery, quality delivery, and cost for all business channels. The role holder is also responsible for maintaining the shifts, contracts, and negotiation with third party providers and Freelancers.

**Duties and Responsibilities**:
**Functional/Technical Competencies**
- Advance knowledge of various automated distribution and warehouse systems preferred.
- High level of problem-solving skills and detail oriented.
- Solid analytical skills, trouble-shooting skills; planning and organizational skills
- Excellent interpersonal skills, driving results in cross-functional team setting
- Team/collaboration-based approach to decision making;
- Operational agility and nimbleness to adapt to changing retail environment
- Excellent Communication and Interpersonal skills

**Role Details - Key Responsibilities and Accountabilities**:

- Analyze, review, recommend and build strategic and tactical changes to drive profitability by increasing customer base, improve conversion rate, improve order size and manage margin performance.
- Partner with the internal teams to ensure proper assortment and inventory at fulfillment nodes to improve assortment, improve delivery speed, and reduce cost.
- Oversee the day to day e-commerce fulfillment operations in store and dark store
- Hyper and ensure on-time delivery, monitoring out of stock level and associated cost
- Find opportunities in all fulfillment areas or post purchase experience to drive continuous improvement.
- Manage the ecommerce operations in compliance with policies established by Nana.
- Advise and provide solutions for logistics, operations and other system process hurdles.
- Anticipate workload in the area of fulfillment operations and accordingly advise on appropriate team structures for optimum efficiency and utilization.
- Implement/enhance an operating model for the e-Commerce Last mile deliveries using 3P service providers.
- Develop detailed processes, quality control measures, and KPI’s for a seamless and effective last mile operation.
- Understand, evaluate and problem solve for logistics and upstream processes.
- Standardize processes across the country and regularly audit to ensure there are no process deviations.
- Share best practices from the region and implement them to enhance productivity and quality.
- Review daily reporting for all internal/external customers to assess performance and order management.
- Find the most appropriate solution to deliver goods to end customers to offer the best unified customer experience at the lowest cost.
- Ensure that KPI’s provided by the delivery companies/suppliers meet the defined targets otherwise corrective actions are taken to achieve the targets.
- Ensure measures are taken for all fulfillment orders online and that are in accordance with the agreed timeline and specified delivery schedule defined by the last mile department. In addition, ensures that all goods are delivered to the customers accurately and in the best possible packing and quality.
- Ensure that goods are delivered on time based on the expected dates with the right quantities to provide best customer experience.
- Oversee and monitor the performance of third-party providers based on agreed KPIs and relay information to merchandise/store and follow the corrective action with suppliers.

**Requirements**:
**Minimum Qualifications/education**
- Bachelor’s degree in E- Commerce or Business Administration.
- Master’s degree in e-commerce, supply chain is a plus.

**Minimum experience**
- 8-10 years of professional work experience working in e-commerce operations and management.
- Direct experience managing e-Commerce Last mile deliveries from on-line readiness to post purchase support including a working knowledge of marketplace and direct e-Commerce
- Commercial knowledge of retail / store operations online is highly preferred.
- Preferred Languages
- English (Full professional proficiency - Required)
- Language of the country where applicable

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