Qureos Mentor

Bateel International

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 Operations Lead &ndash; Last Mile Experience
 
 
 
 Reports to Ecommerce Manager
 
 
 
 
 
 
 Job Purpose:
 
 
 
 To manage and execute Bateel&rsquo;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&rsquo;s luxury brand positioning.
 
 
 
 
 
 
 Key Accountabilities:
 
 
 
 
 Operational Delivery Excellence
 
 
 <ul>
 <li>
 Oversee daily last-mile deliveries across UAE, KSA, and international orders.
 </li>
 <li>
 Ensure stock accuracy across all websites and synchronize real-time data between Magento, Navision, Carriyo, and stores.
 </li>
 <li>
 Manage stock allocation and visibility to optimize inventory usage and avoid delivery delays.
 </li>
 <li>
 Continuously optimize delivery routes and carrier allocation to ensure the fastest and most cost-effective delivery options for customers.
 </li>
 <li>
 Understand carrier charges versus available delivery methods on the website to ensure the best balance of speed, cost, and customer experience.
 </li>
 <li>
 Monitor order flows from Magento and Carriyo, ensuring SLA compliance for 1-hour, same-day, and next-day deliveries.
 </li>
 <li>
 Track delivery statuses, resolve escalations, and proactively manage exceptions.
 </li>
 <li>
 Coordinate with warehouse and store teams for store-fulfillment orders to enable faster delivery.
 </li>
 </ul>
 
 
 Carrier &amp; Partner Coordination
 
 
 <ul>
 <li>
 Act as the
 
 primary operational point of contact
 
 for last-mile partners (e.g., Aramex, DHL, Careem etc.).
 </li>
 <li>
 Manage day-to-day delivery escalations and service issues.
 </li>
 <li>
 Report recurring carrier performance concerns the E-commerce Manager for SLA discussions.
 </li>
 </ul>
 
 
 Customer Experience Support
 
 
 <ul>
 <li>
 Collaborate with Customer Service and CRM teams to resolve delivery-related complaints.
 </li>
 <li>
 Ensure luxury-standard packaging and handover procedures are maintained.
 </li>
 <li>
 Support loyalty programs where faster delivery enhances the customer experience.
 </li>
 </ul>
 
 
 Reporting &amp; Performance Tracking
 
 
 
 Prepare daily, weekly, and monthly reports on:
 
 <ul>
 <li>
 On-time delivery rate
 </li>
 <li>
 First-attempt delivery success
 </li>
 <li>
 Failed deliveries &amp; root causes
 </li>
 <li>
 Carrier performance KPIs
 </li>
 <li>
 Store-fulfillment contribution
 </li>
 <li>
 Highlight
 
 process gaps
 
 and work with the E-commerce Manager to drive continuous improvement.
 </li>
 </ul>
 
 
 
 
 
 Lives and Advocates the Bateel Values:
 
 
 <ul>
 <li>
 Quality
 </li>
 <li>
 Innovation
 </li>
 <li>
 Authenticity
 </li>
 <li>
 Integrity
 </li>
 </ul>
 
 
 
 
 
 Experience requirement:
 
 
 
 
 Minimum Experience
 
 
 <ul>
 <li>
 5+ years in e-commerce operations, logistics, omni-channel operations, or last-mile fulfillment.
 </li>
 <li>
 Hands-on experience with order processing, stock control, and carrier coordination.
 </li>
 <li>
 Exposure to Magento, Carriyo, Navision, or similar systems preferred.
 </li>
 </ul>
 
 
 
 
 
 Skills
 
 
 <ul>
 <li>
 Strong operational execution and attention to detail.
 </li>
 <li>
 Ability to coordinate multiple stakeholders across stores, warehouse, carriers, and customer service.
 </li>
 <li>
 Familiarity with SOP-driven processes and compliance requirements.
 </li>
 <li>
 Basic reporting and KPI tracking skills; Power BI knowledge is a plus.
 </li>
 <li>
 Excellent written and spoken English; Arabic is an advantage.
 </li>
 </ul>
 
 
 
 
 **Due to the bulk applications we are receiving ONLY SHORTLISTED CANDIDATES for interview will be contacted.
 
</div>

Operations Lead – Last Mile Experience

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Operations Lead – Last Mile Experience