Personal Shopper Manager (Operations)

About instashop

instashop, headquartered in Dubai, is the leading online local marketplace in the UAE and Egypt. Since joining the Delivery Hero family in 2020, the global leader in online food delivery and q-commerce, instashop has been setting the standard for excellence and convenience in the region.

With a dynamic and motivated team fueled by passion and innovation, every day at instashop is an opportunity for growth and success. We champion inclusivity, diversity and collaboration, creating an environment where everyone's achievements are celebrated and where success is the only way forward. As we continue to grow, our team keeps expanding across the UAE, Egypt and Greece, and we're always on the lookout for new talents to join us on our success journey.

About the role

As a Personal Shopper Manager you will be responsible for leading the instashop personal shopping experience for our users regionally. This role will require an enthusiastic team player with strong management experience and a true expertise in problem solving along with the confidence to lead a team.

Day-to-Day Responsibilities

• Managing operations, identifying improvement areas, and implementing measures to maximize customer satisfaction levels
• Leading and motivating the Personal Shopper team and pickers regionally
• Developing operational strategies and translating these into actionable tasks for the personal shopper team to enhance the user experience
• Monitoring and ensuring the SLAs and KPIs of the clients and the personal shopper team are fully met
• Maintaining an accurate database of penalties for personal shopper pickers
• Ensuring store-level complaints are managed effectively and immediately

Key Qualifications

• Solid experience in similar within the e-commerce industry, FMCG, fulfillment or supply chain
• Proven experience in managing teams
• Strong English communication and preferably - Hindi/Urdu
• Advanced skills in Microsoft Excel and other MS tools
• Bachelor's degree in business management or equivalent is preferred

What you will bring

• Commercial acumen - able to interpret analytics and strategize to hit or exceed targets
• Strong organizational skills and time management abilities