Director – E-Commerce Fulfillment

About the role

Chalhoub Group, a luxury retailer with over 10 owned brands and more than 950 stores, is hiring a Director of E-Commerce Fulfillment in Riyadh. You will lead fulfillment and last-mile operations in KSA, reporting to the VP of E-Commerce Fulfillment, and own the end-to-end physical customer journey from picking, packing and dispatch through delivery and returns across a multi-site network of warehouses and micro-fulfilment centers.

Key responsibilities

• Lead fulfillment operations across 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 expand premium and 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 Fulfillment to grow the business and improve the customer experience.
• Own planning and execution for peak periods such as Ramadan, Cyber Week and Super Sale.
• Drive process optimization, automation and advanced fulfillment and last-mile solutions, and champion ESG and compliance initiatives.
• Define the vendor strategy, negotiate 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 back into operations.
• Manage budgets and cost per order and return, using KPIs to guide decisions.
• Build, mentor and engage a team of senior managers and a large operational workforce, supporting network expansion and business continuity.

Required profile

• 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, and a track record of tangible achievements.
• Fluency in Arabic and English.
• Degree in Industrial Engineering, Business Management or a related field.

Required skills

• Warehouse management systems (WMS), order management systems (OMS) and fleet management systems.
• Strong Excel, Looker and BI dashboard abilities.
• Data analytics, project planning and coordination, and critical thinking.

What we offer

• Learning and development opportunities, exposure to different assignments and internal mobility.
• A competitive benefits package including health care, child education contribution, remote and flexible working policies and employee discounts.