Ecommerce Operations Manager
Sacoor Brothers
مجموع سنوات الخبرة :15 years, 10 أشهر
• Setting sales targets for the online & physical stores.
• Leading and coaching a team of store managers towards effective collaboration to maximize profitability.
• Monitoring site performance KPIs and ensuring the website meets performance goals. Weekly, monthly, and quarterly reporting and analysis of product sales.
• Website troubleshooting and partnering with cross-functional teams to update site content and product related issues using agile framework based on sprints.
• Managing the product catalogue both in the ERP and ecommerce platform and solving inefficiencies.
• Understanding customer needs using market research, customer surveys and web analytics data to deliver the best customer omnichannel experience.
• Managing the payment gateway (both sales & refunds).
• Taking care of the entire order fulfillment process, product, pricing, logistics, sales, returns and cancellations.
• Managing Marketplaces both consignment and wholesale: orders, replenishment and invoicing.
• Regularly reporting senior management on KPIs such as e-Commerce returns to e-Store and store (YTD, monthly, by season, by department), free returns analysis, free shipping initiatives, payment option breakdown, order cancellation report and full price vs. markdown analysis.
• Generation of automated dashboards for ecommerce performance analysis.
• Setting sales targets and sales strategy for the stores: promotions for the 3 group brands.
• Customer success and customer service responsible coaching the team around growth and managing customer satisfaction.
• Managing sales team professional development.
• Maintaining quality consistency across the stores.
• Overseeing and optimizing operations to ensure efficiency and productivity: store image, replenishment, inventory management, auditing and accounting in the stores.
• Ensuring compliance with the company’s policies and operational guidelines.
• Recruiting and on-boarding new hires.
• Controlling stock availability, collections, shipments, and stock takes.
• Working side by side with marketing department to fulfil photo shooting sessions and marketing campaigns requirements.
• Recruiting, interviewing, and hiring new staff.
• Preparing and assigning schedules and responsibilities to staff, controlling adoption and execution.
• Training and evaluating the team in the site, coaching and constant constructive feedback.
• Evaluating staff based on performance-based metrics.
• Ensuring the adherence to company policies and procedures.
• Giving staff financial goals and sales targets to meet on a scheduled basis.
• Maintaining financial records.
• Visual merchandising, preparing shift schedules, inventory counts, stock requests, receiving and organizing shipments.
• Creating advertising campaigns for attracting new customers and retaining current customers.
• Monitoring team performance.
• Staff allocation, role definition and floor plan.
• Ensuring compliance with company policies, health, and safety standards.
• Coaching team members and training new staff.
• Opening and closing registers, accounting for the daily intake, and preparing cash deposits.
• Handling customer issues and employee disputes.
• Merchandising, inventories, preparing stock requests, stock takes, receiving and organizing shipments.
• Weekly management meetings to assess performance towards established goals.
• Addressing customer concerns about products, services rendered or employee interactions.
• Driving sales through customer engagement, suggestive selling, and product knowledge.
• Providing outstanding customer service.
• Managing CRM.
• Managing financial transactions.
• Processing payments.
• Assisting with inventory, including receiving and stocking merchandise.
English to Arabic translator, editor and proofreader of medical articles, newsletters, web sites, presentations, correspondence and technical manuals (www.ePharmapedia.com).
Sales representative, dealing with clients