Sumaya Abu Hussein

- Drive operational and service strategy to contribute to annual sales
- Develop process and service improvements (created detailed SOPs for every process including best practices)
- Study customer feedback, experience, & journeys to drive website improvements that affect conversions
- Guide promotional strategies and marketing efforts based on research and metrics
- Develop and maintain all customer service and order fulfillment policies and processes
- Forecast sales, costs, and expenses to optimize profits.
- Continuously assess pricing and make sure prices are aligned to business and macro situations
- Lead monthly, quarterly, and yearly business reviews to analyze and act on reports.
- Buying: Oversee the buying and supplier selection and ordering process
- Category Management
- P&L Analysis
- Coordinate and manage product photoshoots
- Create and implement training guidelines for all departments
- Manage and monitor the E-commerce software for potential improvements/fixes
- Manage and optimize inventory
- Manage expansion plans to new regions/countries (both technically and operationally)
- Set and manage new features implementation (subscriptions, cross selling with other E-com stores, add rent to buy feature.... & more) - Ensure that health and safety regulations are followed.

- Set and drive the brand retail strategy and cascade it within the team
- Supervise procurement including sourcing strategy, supplier selection & evaluation, as well as shipping, import, and product quality management
- Warehouse, inventory, replenishment, & Fulfillment management.
- Manage production and printing cycles
- Manage International cargo shipments, clearance, and document preparation for export and import purposes
- Product management (introducing new products to the line(es)
- Manage sourcing products from China and Turkey
- Develop pricing strategies across various product lines and positioning the products based on value and competitive situation.
- Work with marketing and produce marketing materials - Customer experience & Satisfaction management

- Develop efficiencies in workflows
- Develop and implement best practices
- Manage inbound and outbound inventory
- Coordinate with offshore distribution centers with regards to order fulfillment
- Oversee daily operations (order processing, processing payments, returns, answering tickets... )
- Resolve PayPal and any Payment Disputes
- Resolve Complaints and critical cases
- Detect and prevent fraud orders
- Deliver guidance and expertise to the team through coaching, development, and training

- Process daily orders (including payment gateways) and perform routine order tracking through the company’s software to ensure timely processing and shipping of customers’ orders.
- Follow up on existing issues and keeping customers updated on the status of their orders
- Handle inventory and return orders including refunds
- Maintain updated reports related to internal operations.
- Communicate with customers through multiple channels (CRM/Tickets, phone calls, live chat); sometimes simultaneously