Head of E-Commerce Fulfillment & Last-Mile Ops

Chalhoub Group; Riyadh; On-site; SAR 700,000 - 1,100,000; Full time

Job summary

Chalhoub Group in Riyadh, KSA, is seeking a Director E-Commerce Fulfilment to lead our fulfilment and last-mile operations across a multi-site network of warehouses and micro-fulfilment centers. You will own the end-to-end customer journey from picking to delivery and returns, partnering with Digital & Tech teams to power the OMS roadmap.

You will build and mentor a senior operations team, drive process improvements, and ensure SLA, cost efficiency, and high customer experience during peak

Qualifications

• Background in retail, e-commerce, or FMCG with warehousing and distribution responsibility.
• 10-15 years of experience in e-commerce warehousing and last-mile operations.
• Fluency in Arabic and English.
• Degree in Industrial Engineering, Business Management or related field.

Responsibilities

• Lead fulfilment operations across warehouses and micro-fulfilment centers ensuring SLA compliance, productivity, scalability and inventory accuracy.
• Lead last-mile delivery and returns driving on-time delivery, quality and cost efficiency, expanding premium VIP services.
• Partner with Digital & Tech teams on end-to-end order lifecycle system integrations and data flows aligned with the Group OMS roadmap.
• Co-create and execute the operational strategy with the VP of E-Commerce Fulfilment to accelerate growth and elevate the customer experience.
• Own planning and execution for peak periods such as Ramadan, Cyber Week and Super Sale.
• Drive process optimization, automation and adoption of advanced fulfilment and last-mile solutions and champion ESG and compliance initiatives.
• Define vendor strategy, lead negotiations with key vendors and 3PLs and oversee their performance governance.
• Work with customer care teams to resolve escalations and feed customer insights into operational improvements.
• Manage budgets and cost per order and return and use KPIs to guide tactical and strategic decisions.
• Build, mentor and engage a team of senior managers and a broad operational workforce to support network expansion.

Skills

Arabic fluency

English fluency

WMS

OMS

BI dashboards

Data analytics

Education

Industrial Engineering

Business Management

Related field

Tools

Warehouse Management Systems (WMS)

Order Management Systems (OMS)

Fleet Management Systems

Job description

Chalhoub Group in Riyadh, KSA, is seeking a Director E-Commerce Fulfilment to lead our fulfilment and last-mile operations across a multi-site network of warehouses and micro-fulfilment centers. You will own the end-to-end customer journey from picking to delivery and returns, partnering with Digital & Tech teams to power the OMS roadmap.

You will build and mentor a senior operations team, drive process improvements, and ensure SLA, cost efficiency, and high customer experience during peak