E-Commerce Operations Coordinator

HERMES MAROQUINERIE-SELLERIE (HMS); Dubai; On-site; AED 240,000 - 420,000; Full time

Job summary

HERMES MAROQUINERIE-SELLERIE (HMS) in Dubai seeks an experienced E-commerce Operations Manager to oversee a customer-driven online flow and stock movement. The role collaborates with warehouse, logistics, and retail teams to ensure accurate order processing, timely deliveries, returns, and high service levels.

You will drive KPI improvements, coordinate cross-functional projects, and lead the CRC front-of-house support, maintaining Hermes standards across packaging, carriers, and omnichannel

Qualifications

• Bachelor's or Master's degree from university or business school.
• 4+ years of experience in Operations.
• Ability to lead a team toward common objectives.
• Strong service orientation and customer focus.
• Highly organized and autonomous in a fast-paced environment.
• Excellent communication and interpersonal skills.
• Proactive, solution-driven mindset.
• Proficient with Outlook and PowerPoint.

Responsibilities

• Oversee efficient, customer-driven e-commerce operations flow.
• Manage e-commerce stock and order flow, transfers, and setup.
• Liaise with warehouse and carriers; monitor KPIs and drive improvements.
• Ensure timely order validation, delivery, refunds, and exchanges.
• Ensure quality packaging and carrier standards for warehousing and shipping.
• Manage returns with logistics and define KPIs.
• Coordinate with Logistics and Retail Merchandising on stock and fulfillment.
• Coordinate stock transfers and export shipments.
• Handle damaged product flows and aftersales processes.
• Raise alerts and drive quick resolutions with stakeholders.
• Ensure Group procedures are applied; coordinate with e-teams.
• Lead CRC front-of-house support to customer service teams.
• Support omnichannel projects and improved flow, share feedback.

Skills

Leadership

Team management

Customer focus

Organizational skills

Communication

Proactive

Problem solving

Education

Bachelor's or Master's degree in business/related field

Tools

Slack

Genesys PureCloud

Microsoft Dynamics CRM

Cegid

Magento

Adyen

Outlook

PowerPoint

Job description

RESPONSIBILITIES

1. Ensure an efficient and customer driven e-commerce operational flow

• Responsible for the efficiency of the E-commerce stock and order flow (clients orders, shared stock orders and stock set up, product transfers).

• In charge of the relationship with the warehouse and carriers. Monitors closely the KPIs, challenges our warehouse and the shipping carriers and put in place continuous improvement plan.

• Ensure a smooth operations flow once the orders are validated; orders are delivered, picked-up, refunded, exchanged on time, without any effort from customers.

• Ensure the quality of the packaging, carriers and every service we implement are up to the standard of the House and adapted to operational needs within the warehouse and during transportation.

• Manage the returns together with the logistics team and implement adequate KPIs

• Work closely with our internal teams (Logistics, Retail Merchandising) on the stock management and the logistics aspects such as stock adjustments, delivery claims, packaging orders, order preparation guidelines, stock take, etc.

• Coordinates stock transfers and export shipments.

• Coordinates damaged product flows and aftersales process.

• Raises alerts and ensures quick problem resolutions with the different stakeholders.

• Ensure proper application of Group procedures.

• Work closely with the other e-teams as well as with the logistics teams to ensure an excellent customer service

1. Organise and lead your team to be a support for the ‘front of house’ team (CRC)

• Provide a service to the CRC team to allow them to focus on customer interaction

• Allowing them to be organised to respond quickly and efficiently to all requests made by the customer service teams such as Tracking / locating a parcel, reconciliation of data between different existing IT systems, manual action on a payment, supporting with a special order etc

1. Participate in the development of omnichannel sales or other operational projects

• Support and propose actions to improve e-commerce operational flows, whilst also supporting stores.

• Share statistics and feedback with your manager to improve omnichannel sales and services.

EXPERIENCE

• A bachelor's degree or Master’s degree (Bac +5) from a university or business school

• At least4years of experiences in Operations

• Ability to lead and unite a team around common objectives, excellent interpersonal skills

• A strong sense of service and customer focus
• Strong organisational and autonomous skills.
• Team player and able to work in a dynamic and fast paced environment
• Strong communication and interpersonal skills
• Pro-active, positive mind-set and ability to always propose a solution
• Proficient in office automation tools (Outlook and PowerPoint).
• Knowledge of "Slack", "Genesys PureCloud", "Microsoft Dynamics CRM", "Cegid", "Magento" and/or
• "Adyen" is beneficial but not essential.