Director E-Commerce Fulfillment

What you'll be doing As Director E-Commerce Fulfilment, you will lead our fulfilment and last-mile operations in KSA, reporting to the VP of E-Commerce Fulfilment. You will own the end-to-end physical customer journey, from picking, packing and dispatch through to delivery and returns, across a multi-site network of warehouses and micro-fulfilment centers. You will also partner closely with our Digital & Tech teams on the systems that power it, setting the standard for speed, accuracy and customer experience while building a strong, hands-on team culture. You will: • Lead fulfilment operations across our warehouses and micro-fulfilment centers, ensuring SLA compliance, productivity, scalability and inventory accuracy. • Lead last-mile delivery and returns, driving on-time delivery, quality and cost efficiency, and expanding premium/VIP services. • Partner with Digital & Tech teams on the end-to-end order lifecycle, system integrations and data flows, aligned with the Group OMS roadmap. • Co-create and execute the operational strategy with the VP of E-Commerce Fulfilment to accelerate growth and elevate the customer experience. • Own planning and execution for peak periods such as Ramadan, Cyber Week and Super Sale. • Drive process optimization, automation and the adoption of advanced fulfilment and last-mile solutions, and champion ESG and compliance initiatives. • Define the vendor strategy, lead negotiations with key vendors and 3PLs, and oversee their performance governance. • Work with customer care teams to resolve escalations, reduce where is my order contacts, and feed customer insights into operational improvements. • Manage budgets and cost per order and return, and use KPIs to guide tactical and strategic decisions. • Build, mentor and engage a team of senior managers and a large operational workforce, and support network expansion while ensuring business continuity. • A background in retail, e-commerce, or FMCG with direct responsibility for warehousing and distribution. • 10 15 years of experience in e-commerce warehousing and last-mile operations, with hands-on experience managing both. • Experience in organizations with mature processes, standards and SOPs. • A track record of tangible achievements. • Fluency in Arabic and English. • A degree in Industrial Engineering, Business Management or a related field. • Experience with warehouse management systems (WMS), order management systems (OMS) and fleet management systems. • Strong Excel, Looker and BI dashboards abilities. • Strong in data analytics, project planning and coordination, and critical thinking