Online Coordinator

GENERAL DESCRIPTION: PURPOSE & SCOPE:

Responsible for managing the packing station across all operational aspects, ensuring accuracy, efficiency, and adherence to company standards. Oversees delivery visits to ensure smooth and timely operations, addressing any issues promptly. Coordinates with Store responsible in all aspects related to online operations covering the area of SINT standard, scheduling, consumables, KPI’s, last mile, customer order challenges and ensures compliance with health, safety, and quality guidelines.

RESPONSIBILITIES INCLUDE BUT NOT LIMITED TO THE FOLLOWING:

Online Operations & Coordination

• Monitor and ensure all online processes are executed accurately, efficiently, and within required timelines including online KPIs related to iPod sales, e-tickets, online customer service, SINT areas in stores, and consumable stock levels.
• Support the implementation of country-specific online projects, ensuring alignment with operational and business objectives.
• Partner with the Talent Development team to design, deliver, and evaluate online training programs and related initiatives.
• Liaise with the Operation Manager and Brand partners to address all country-level online inquiries, operational concerns, process issues, and system errors.

Reporting & Performance Monitoring

• Prepare periodic reports capturing operational challenges, system errors, incident trends, and customer feedback.
• Compile and share weekly performance reports on online sales, highlighting insights and opportunities for improvement.

Packing Station & Logistics Management

• Oversee all picking and packing activities, ensuring operational efficiency and adherence to company standards.
• Act as the primary liaison for the Packing Station Supervisor, addressing and resolving operational challenges promptly.
• Liaise directly with logistics providers (e.g., Aramex, Shipa) to prevent delivery delays, manage incidents, and escalate reports to both local providers and Spain when required.
• Manage online returns, ensuring items are processed and published as per Company Standard Operating procedure.

Team Management

• Lead and inspire the team to maintain high motivation, engagement, retention and operational excellence.
• Ensure at all times the efficient usage of hours in the packing station and liaise with Operations Manager for the same during events. (Sale / Black Friday)
• Maintain regular communication with the management team regarding personnel updates and product-related matters.

KEY PERFORMANCE INDICATORS:

• Online order fulfillment
• Ipod sales, E Ticket
• Productivity
• Managing Budgeted Hour

KNOWLEDGE, SKILLS, AND EXPERIENCE:

Expected Years of Experience

• 2-3 years of similar professional experience in an operational role.
• Relevant knowledge of the Retail Industry with fast pace business model.
• Proven ability to control cost and streamline operational processes.
• Solid team management experience.

Expected Educational Qualification

• MOFA Attested Bachelor’s Degree or equivalent.
• Proficiency in MS Office & especially Excel