Operations Lead – Last Mile Experience

Bateel International; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A luxury goods company seeks an Operations Lead for Last Mile Experience to oversee delivery operations across UAE and KSA. This role involves managing stock synchronization, optimizing delivery routes, and collaborating with customer service. Candidates should have 5+ years in e-commerce or logistics, with experience in systems like Magento and strong coordination skills. Only shortlisted candidates will be contacted for an interview.

Qualifications

• 5+ years in e-commerce operations, logistics, omni-channel operations, or last-mile fulfillment.
• Hands-on experience with order processing, stock control, and carrier coordination.
• Exposure to Magento, Carriyo, Navision, or similar systems preferred.

Responsibilities

• Manage last-mile delivery operations across UAE, KSA, and international markets.
• Ensure synchronization of stock data between systems.
• Optimize delivery routes and manage carrier allocation.
• Collaborate with Customer Service to resolve delivery complaints.

Skills

Operational execution

Stakeholder coordination

Attention to detail

KPI tracking

Power BI knowledge

English proficiency

Arabic proficiency

Tools

Magento

Navision

Carriyo

Job description

Overview

Operations Lead – Last Mile Experience — Reports to Ecommerce Manager

Job Purpose

To manage and execute Bateel’s last-mile delivery operations across UAE, KSA, and international markets, ensuring on-time delivery, store-fulfillment efficiency, and exceptional customer experience.

This role focuses on daily operational execution, coordinating with stores, warehouses, carriers, and customer service teams to ensure seamless delivery aligned with Bateel’s luxury brand positioning.

Key Accountabilities

• Operational Delivery Excellence

• Oversee daily last-mile deliveries across UAE, KSA, and international orders.
• Ensure stock accuracy across all websites and synchronize real-time data between Magento, Navision, Carriyo, and stores.
• Manage stock allocation and visibility to optimize inventory usage and avoid delivery delays.
• Continuously optimize delivery routes and carrier allocation to ensure the fastest and most cost-effective delivery options for customers.
• Understand carrier charges versus available delivery methods on the website to ensure the best balance of speed, cost, and customer experience.
• Monitor order flows from Magento and Carriyo, ensuring SLA compliance for 1-hour, same-day, and next-day deliveries.
• Track delivery statuses, resolve escalations, and proactively manage exceptions.
• Coordinate with warehouse and store teams for store-fulfillment orders to enable faster delivery.

Carrier & Partner Coordination

• Act as the primary operational point of contact for last-mile partners (e.g., Aramex, DHL, Careem etc.).
• Manage day-to-day delivery escalations and service issues.
• Report recurring carrier performance concerns to the E-commerce Manager for SLA discussions.

Customer Experience Support

• Collaborate with Customer Service and CRM teams to resolve delivery-related complaints.
• Ensure luxury-standard packaging and handover procedures are maintained.
• Support loyalty programs where faster delivery enhances the customer experience.

Reporting & Performance Tracking

Prepare daily, weekly, and monthly reports on:

• On-time delivery rate
• First-attempt delivery success
• Failed deliveries & root causes
• Carrier performance KPIs
• Store-fulfillment contribution
• Highlight process gaps and work with the E-commerce Manager to drive continuous improvement.

Lives and Advocates the Bateel Values

• Quality
• Innovation
• Authenticity
• Integrity

Experience requirements

Minimum Experience

• 5+ years in e-commerce operations, logistics, omni-channel operations, or last-mile fulfillment.
• Hands-on experience with order processing, stock control, and carrier coordination.
• Exposure to Magento, Carriyo, Navision, or similar systems preferred.

Skills

• Strong operational execution and attention to detail.
• Ability to coordinate multiple stakeholders across stores, warehouse, carriers, and customer service.
• Familiarity with SOP-driven processes and compliance requirements.
• Basic reporting and KPI tracking skills; Power BI knowledge is a plus.
• Excellent written and spoken English; Arabic is an advantage.

Note: Only shortlisted candidates will be contacted for interview.