Job Description/Specification:
The E-Commerce Fulfilment & Operations Manager is responsible for managing the complete order journey, from fulfilment and delivery through returns, exchanges, refunds, and dispute resolution. This senior operations role combines e-commerce logistics, last-mile delivery, 3PL management, warehouse operations, cost optimization, and technology-enabled fulfilment.
💼 Key Responsibilities
- Design and manage end-to-end workflows covering order fulfilment, delivery, returns, exchanges, and disputes.
- Establish and govern SOPs and SLAs across the complete order lifecycle.
- Identify, onboard, and manage courier and 3PL partners to support national and express delivery.
- Negotiate commercial agreements, SLAs, and performance-based penalty and reward structures.
- Lead the FB-MP operating model, covering warehousing, packing, fulfilment, and last-mile delivery.
- Partner with Technology and Product teams to improve order routing, tracking, and automated SLA management.
- Oversee daily eShop operations and ensure delays, cancellations, RTOs, and other exceptions are resolved within agreed SLAs.
- Use operational data and performance analytics to improve delivery quality and customer experience.
- Monitor the operational ROI of promotions and campaigns with Category and Marketing teams.
- Drive down cost per order through process improvements, route optimization, and efficient resource utilization.
- Coordinate with Category, Seller, Customer Care, Finance, Legal, and Technology teams.
- Represent Operations in trading, performance, and leadership reviews.
- Ensure compliance with health and safety, ethics, customs, VAT, e-commerce regulations, data privacy, and audit requirements.
- Maintain accurate proof-of-delivery and claims processes.
🎯 Requirements
- Bachelor's degree in Operations Management, Engineering, Business Administration, or a related discipline.
- Master's degree is an advantage.
- 8–12 years of experience in e-commerce, eShop, logistics, fulfilment, or related operations.
- GCC or experience in similarly regulated markets is preferred.
- Proven experience managing end-to-end order fulfilment, last-mile delivery, and returns.
- Strong experience managing courier and 3PL partners through SLA-based performance management.
- Demonstrated experience in logistics cost optimization and operational improvement.
- Experience designing scalable fulfilment or warehouse-led delivery models.
- Hands-on experience with operations dashboards, tracking platforms, and performance analytics.
- PMP or PRINCE2 certification is an advantage.
🚀 Why You'll Love This Opportunity
- Lead the complete e-commerce fulfilment lifecycle rather than a single logistics function.
- Work directly with courier, 3PL, warehouse, technology, and commercial teams.
- Influence fulfilment strategy and scalable delivery models.
- Drive measurable improvements in delivery performance and cost per order.
- Work in a highly data-driven environment where operational efficiency directly affects customer experience.
👤 Who Should Apply?
This position is suited to a senior e-commerce or fulfilment operations professional who has managed complex order-to-delivery processes at scale.
The ideal candidate understands both the customer-facing and operational sides of e-commerce and can balance delivery speed, service quality, cost, compliance, and commercial requirements. Experience managing external logistics partners and negotiating performance-based SLAs is particularly relevant.
⭐ Skills That Will Help You Succeed
Strong expertise in last-mile logistics, warehouse operations, 3PL management, order fulfilment, returns management, SLA governance, and cost optimization will be essential.
You should also be comfortable using operational data to identify bottlenecks and make decisions. Stakeholder management is equally important because the role connects Operations with Technology, Product, Category, Seller, Finance, Legal, Customer Care, and Marketing teams.
💡 How to Stand Out
Your CV should focus on measurable operational outcomes. Highlight:
- Order volumes managed.
- Delivery SLA or on-time delivery improvements.
- Reduction in cost per order.
- Courier or 3PL networks managed.
- Warehouse or fulfilment models designed.
- Reduction in RTOs, cancellations, or delivery exceptions.
- Returns and refund process improvements.
- Technology or automation projects implemented.
- Commercial savings achieved through supplier negotiations.
Use numbers wherever possible to demonstrate the scale and impact of your work.
🎤 Interview Preparation
Prepare for scenario-based questions such as:
- How would you reduce cost per order without negatively affecting delivery SLAs?
- How would you manage a courier consistently missing its agreed SLA?
- What KPIs should be used to measure last-mile performance?
- How would you design a scalable fulfilment model for national delivery?
- How would you reduce RTOs and failed deliveries?
- How should e-commerce operations handle peak-period order volumes?
- How would you use technology to improve order routing and tracking?
Be prepared to explain how you have balanced cost, speed, customer experience, partner performance, and operational scalability.
📈 Career Growth
This experience can lead to senior positions such as Head of E-Commerce Operations, Head of Fulfilment, Logistics Director, Supply Chain Director, E-Commerce Operations Director, or Chief Operations Officer, depending on the organization and scope of responsibility.
❓ Frequently Asked Questions
How much experience is required?
The role requires 8–12 years of experience in e-commerce, eShop, logistics, or fulfilment operations.
Is 3PL management important?
Yes. Managing courier and 3PL partners against SLAs, commercial agreements, and performance targets is a core responsibility.
What areas of fulfilment does the role cover?
It covers order fulfilment, warehousing, packing, last-mile delivery, returns, exchanges, refunds, disputes, and delivery exceptions.
Is GCC experience required?
GCC or experience in a similarly regulated market is preferred.
Is PMP certification mandatory?
No. PMP or PRINCE2 certification is listed as an advantage rather than a mandatory requirement.