E-commerce Operation Manager
Manarah
Total years of experience :19 years, 9 Months
Managing and strengthening vendors’ communication, shipping companies, operation role/planning, improving customer satisfaction, reducing cost, new deals, market & competitors studies, action plan, and new ideas for a business model (outdoors/B2B catering app/ fashion app).
• Negotiation skills: Strengthened vendor relationships and enhanced revenue streams by applying business development opportunities.
• Data analysis: Identified issues, analyzed information, provide solutions to problems, and created plans to complete projects on time.
• Leading: Drove operational improvements which resulted in savings and improved profit margins.
• Follow up: Monitored vendor companies’ inventory to keep stock levels and databases updated.
• Fix plan: maximize the profit/reduce cost/distribute the brand/ change business model/operation cycle.
• Managing contracts: Managed vendor performance to maximize profitability and achieve financial objectives, identified cost-effective vendors, and set up favorable contracts.
• Overseeing the day-to-day operations of the e-commerce website, including order processing, inventory management, and shipping.
• Developing and implementing strategies to improve the customer experience and increase sales.
• Managing a team of e-commerce specialists, including customer service representatives, web developers, and marketing professionals.
• Collaborating with other departments such as marketing, sales, and IT to ensure a seamless customer experience.
• Developing and managing the e-commerce budget and ensuring that resources are allocated effectively.
• Developing and implementing policies and procedures to ensure the accuracy and integrity of customer data. B2B in B&F field, fashion & apparel, and e-commerce delivery (outsource drivers Operations Company).
• Competitor’s performance: Conducted research, gathered information, and presented results.
• New opportunities: Call center and CRM project creator and strategic planner from scratch (action plans and process maps, KPIs).
• Cost reduction: Saved 21% by implementing cost-saving initiatives that addressed long-standing problems comparing between 2018 & 2019 budgets.
• Manpower productivity: fix plans to increase it and decrease operating costs & overtime.
• Rules creator: Customer service improvement level and implementation, Safes & financial cycle, Team of 140 employees in 7 branches with 3 different business models (performance, Training & evaluation, Scheduling, Uniform, policies & incentives).
• Creating analytical reports: leading projects and analyzing data to identify opportunities for improvement.
• Monitoring customer service metrics such as response time, resolution time, and customer satisfaction to identify areas for improvement.
• Collaborating with other departments such as sales & marketing to ensure a seamless customer experience.
• Analyzing customer feedback and using it to improve customer service processes and procedures.
• Staying up-to-date with industry trends and best practices in customer service to ensure the department is operating efficiently and effectively to competitors' challenges & economic inflation.
• Project manager: Delivery service manager & agreement manager for co-partners applications during covid19:
1. Planning and defining project scope, goals, and deliverables.
2. Identifying project resources, including personnel, equipment, and materials.
3. Leading project teams and coordinating project activities.
4. Monitoring project progress and making adjustments as necessary to ensure project goals are met.
5. Managing project risks and issues, and developing contingency plans.
6. Ensuring project deliverables are completed on time, within budget, and to the required quality standards.
7. Conducting project evaluations and assessments to identify areas for improvement.
Establishing and maintaining potential clients’ relationships, managing strategies, and sales plans.
• Leading new opening: One of the team leaders who opened a new branch in a new area and during the first year reached 30% up compared with budget.
• Team performance improvement: Training and supervising more than one hundred employees in their respective fields.
• Managing sales plans: Conferred with sales teams and team leaders to communicate targets, boost revenue, and improve promotional strategies.
• Teamwork efficiency: Exceeded team goals and collaborated with staff members
to implement customer service initiatives.
• Handling escalated customer complaints and resolving them in a timely and satisfactory manner.
• Managing and leading a team of customer service representatives to ensure they provide excellent customer service.
• Developing and implementing customer service policies and procedures to ensure customer satisfaction and retention.
• Developing and managing the store cost budget and ensuring that resources are allocated effectively.
Worked as a formal external auditor and recorded in the Egyptian Society of Certified Public Accountants for 20 months, managed many clients like the Egyptian stock exchange, land reclamation companies, and many national companies, Prepare and review budget, revenue, expense, invoices, and other accounting documents.
. Conducting legal audits of the company's operations, policies, and procedures to ensure compliance with applicable laws and regulations.
. Reviewing contracts, agreements, and other legal documents to ensure they are legally sound and in compliance with applicable laws and regulations.
. Identifying potential legal risks and providing recommendations for mitigating those risks.
. Providing legal advice and guidance to the company's management team and employees.
. Developing and implementing legal compliance training programs for employees.
. Monitoring changes in laws and regulations that may impact the company's operations and advising management on necessary changes.
. Investigating and resolving legal disputes and complaints.
. Maintaining accurate and up-to-date records of legal audits, findings, and recommendations.
. Collaborating with other departments, such as HR and finance, to ensure legal compliance across the organization.
. Communicating legal audit findings and recommendations to senior management and the board of directors.
. Develop and implement business strategies to achieve company goals and objectives.
. Oversee the day-to-day operations of the company, including managing staff, finances, and inventory.
. Build and maintain relationships with clients and partners to ensure customer satisfaction and business growth.
. Identify new business opportunities and develop plans to capitalize on them.
. Conduct market research to stay up-to-date on industry trends and competitor activities.
. Create and manage budgets, financial reports, and other business documents.
. Collaborate with other team members to ensure the smooth functioning of the company.
. Represent the company at industry events and conferences.
. Hire and train new employees as needed.
. Develop and maintain a positive company culture that promotes teamwork, innovation, and excellence.
. Ensure compliance with all legal and regulatory requirements.
. Continuously evaluate and improve company processes and procedures to increase efficiency and productivity.
. Manage and resolve any customer complaints or issues that arise.
. Stay up-to-date on industry developments and trends to ensure the company remains competitive and relevant.
-