Director E-Commerce Fulfillment

What you'll be doing

As Director E-Commerce Fulfilment, you will lead our fulfilment and last-mile operations in KSA, reporting to the VP of E-Commerce Fulfilment. You will own the end-to-end physical customer journey, from picking, packing and dispatch through to delivery and returns, across a multi-site network of warehouses and micro-fulfilment centers. You will also partner closely with our Digital & Tech teams on the systems that power it, setting the standard for speed, accuracy and customer experience while building a strong, hands-on team culture. You will:

• Lead fulfilment operations across our 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, and expanding premium/VIP services.

• Partner with Digital & Tech teams on the 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 the adoption of advanced fulfilment and last-mile solutions, and champion ESG and compliance initiatives.

• Define the vendor strategy, lead negotiations with key vendors and 3PLs, and oversee their performance governance.

• Work with customer care teams to resolve escalations, reduce where is my order contacts, 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 large operational workforce, and support network expansion while ensuring business continuity.

• A background in retail, e-commerce, or FMCG with direct responsibility for warehousing and distribution.

• 10 15 years of experience in e-commerce warehousing and last-mile operations, with hands-on experience managing both.

• Experience in organizations with mature processes, standards and SOPs.

• A track record of tangible achievements.

• Fluency in Arabic and English.

• A degree in Industrial Engineering, Business Management or a related field.

• Experience with warehouse management systems (WMS), order management systems (OMS) and fleet management systems.

• Strong Excel, Looker and BI dashboards abilities.

• Strong in data analytics, project planning and coordination, and critical thinking