Senior Executive - Ecommerce

the job The Senior Executive, E-Commerce, will oversee order management, customer service, and reporting for RivoliShop.com, ensuring seamless e-commerce operations across UAE, Qatar, Oman and Bahrain markets. This role requires strong coordination skills, a customer-centric approach, and a data-driven mindset to optimize the e-commerce experience. Job Description Order Management: • Overseeing daily E-Commerce order processing, ensuring timely fulfillment - next day delivery (with no exceptions) • Processing orders through Navision, coordinating with Brands and the Warehouse teams for stock allocation • Verifying successful transactions via Network International, addressing any payment-related issues • Collaborating with Brand Coordinators and Warehouse teams to ensure on-time stock transfers and deliveries • Liaising with logistics partners to resolve delivery-related issues efficiently • Managing a team of in-house E-Commerce messengers and working with other head office staff responsible for E-commerce operations Customer Service & Support: • Managing E-commerce customer inquiries, ensuring prompt and effective resolutions • Addressing order-related issues, refunds, exchanges, and complaints professionally • Working with internal teams to enhance the online shopping experience and reduce friction points Reporting & Analysis: • Generating daily, weekly, and monthly reports on E-commerce sales, order trends, and operational metrics • Analyzing customer service trends, identifying areas for process improvement • Supporting the Digital Team with insights to enhance platform performance profile • Minimum 5 to 7 years of experience in E-commerce operations, order management, or customer service • Highly organized, detail-oriented, and proactive • Strong coordination and problem-solving skills • Proficiency in Microsoft Office (Excel & PowerPoint) • Experience using Navision or similar order management systems • Ability to work across teams to improve operational efficiency • Strong analytical skills to track and improve E-commerce performance • Bachelor’s Degree in a relevant field ​​​​