Operations & Customer Experience Manager

PECTIV is looking for an Operations & Customer Experience Manager to own customer support, fulfillment coordination, stock movement, and day-to-day operational reliability.

This role is ideal for someone who is highly organized, detail-oriented, calm under pressure, and capable of managing both customer experience and backend coordination. You will play a critical role in ensuring orders move smoothly, customers are supported properly, and inventory is available across channels.

Responsibilities

• Manage customer support across WhatsApp, email, and other customer touchpoints
• Answer customer questions about orders, products, delivery, and basic issues
• Manually place customer orders received through WhatsApp when needed
• Follow up on delayed, failed, or problematic deliveries
• Coordinate daily with 3PL partners
• Monitor stock levels across Jumbo warehouse, Amazon, and Noon
• Coordinate stock transfers and replenishment to 3PL and marketplaces
• Track inventory availability and flag out-of-stock risks early
• Manage returns, refunds, replacements, and complaint resolution
• Support subscription-related operational issues
• Maintain operational records and weekly reports
• Build and improve SOPs for customer care, stock movement, refunds, and issue handling
• Coordinate sample shipments for influencers, clinics, events, and collaborations
• Support logistics for activations, gifting, and sampling campaigns
• Track recurring customer issues and report patterns to management
• Help protect customer satisfaction, delivery quality, and operational discipline

Qualifications

• 3+ years of experience in ecommerce operations
• Strong organizational and follow-up skills
• Experience handling customer service in a DTC ecommerce business
• Comfortable working with WhatsApp, operational spreadsheets, and order systems
• Experience coordinating with 3PLs, warehouses, or delivery companies
• Strong problem-solving skills and ability to stay calm under pressureDetail-oriented and process-driven
• Experience with Shopify, Amazon, Noon, or marketplace operations is a plus
• Arabic and English communication skills are strongly preferred
• Experience in beauty, wellness, FMCG, or ecommerce brands is an advantage