the job
The Senior Executive, E-Commerce, will oversee order management, customer service, and reporting for RivoliShop.com, ensuring seamless e-commerce operations across UAE, Qatar, Oman and Bahrain markets. This role requires strong coordination skills, a customer-centric approach, and a data-driven mindset to optimize the e-commerce experience.
Job Description
Order Management:
- Overseeing daily E-Commerce order processing, ensuring timely fulfillment - next day delivery (with no exceptions)
- Processing orders through Navision, coordinating with Brands and the Warehouse teams for stock allocation
- Verifying successful transactions via Network International, addressing any payment-related issues
- Collaborating with Brand Coordinators and Warehouse teams to ensure on-time stock transfers and deliveries
- Liaising with logistics partners to resolve delivery-related issues efficiently
- Managing a team of in-house E-Commerce messengers and working with other head office staff responsible for E-commerce operations
Customer Service & Support:
- Managing E-commerce customer inquiries, ensuring prompt and effective resolutions
- Addressing order-related issues, refunds, exchanges, and complaints professionally
- Working with internal teams to enhance the online shopping experience and reduce friction points
Reporting & Analysis:
- Generating daily, weekly, and monthly reports on E-commerce sales, order trends, and operational metrics
- Analyzing customer service trends, identifying areas for process improvement
- Supporting the Digital Team with insights to enhance platform performance
profile
- Minimum 5 to 7 years of experience in E-commerce operations, order management, or customer service
- Highly organized, detail-oriented, and proactive
- Strong coordination and problem-solving skills
- Proficiency in Microsoft Office (Excel & PowerPoint)
- Experience using Navision or similar order management systems
- Ability to work across teams to improve operational efficiency
- Strong analytical skills to track and improve E-commerce performance
- Bachelor’s Degree in a relevant field
