E-Commerce Manager

E-Commerce Operations & After-Sales Manager

KLEYL is looking for an experienced and highly organized E-Commerce Operations & After-Sales Manager to oversee daily e-commerce operations, supplier coordination, order processing, delivery management, and customer after-sales support.

The ideal candidate should have strong communication, negotiation, and problem-solving skills, with the ability to manage multiple suppliers, customer inquiries, and orders efficiently.

1. Order Management & Fulfillment

• Oversee all orders from placement to successful delivery.
• Ensure orders are processed accurately and promptly.
• Coordinate with suppliers regarding product availability, pricing, and lead times.
• Monitor pending, delayed, and cancelled orders.
• Ensure customized furniture orders meet approved specifications.
• Coordinate delivery, installation, and customer acceptance.
• Maintain an accurate order tracking system.

1. Supplier Management

• Establish and maintain strong supplier relationships.
• Negotiate competitive pricing and better commercial terms.
• Ensure supplier prices and stock availability are regularly updated.
• Identify unreliable suppliers and recommend alternatives.
• Follow up on production, dispatch, and delivery commitments.
• Source new suppliers and products when required.

1. Customer Service & After-Sales

• Supervise customer service and sales support activities.
• Ensure customer inquiries are answered professionally and promptly.
• Personally handle escalated complaints and difficult cases.
• Manage returns, refunds, replacements, and damaged items.
• Ensure customer issues are resolved within agreed timelines.
• Improve customer satisfaction and reduce complaints.

1. Website & Product Management

• Coordinate with the website development team to resolve operational issues.
• Supervise product uploads, descriptions, categories, and pricing accuracy.
• Identify duplicate, unavailable, or incorrectly priced products.
• Ensure the website displays accurate product information.
• Monitor website functionality and report technical problems.
• Coordinate with the marketing and design teams when required.

1. Delivery & Logistics

• Manage courier companies and delivery partners.
• Monitor delivery performance and ensure orders arrive on time.
• Coordinate furniture installation and assembly services.
• Resolve delivery failures, damaged shipments, and missing items.
• Negotiate delivery costs and improve logistics efficiency.

1. Team Management

• Supervise customer service, order processing, and product administration staff.
• Assign daily responsibilities and monitor completion.
• Establish clear procedures and accountability.
• Train team members to improve performance.
• Provide regular operational updates to management.

1. Business Performance & Reporting

• Monitor order volume, delivery performance, cancellations, refunds, and complaints.
• Track supplier performance and operational costs.
• Identify opportunities to improve profitability.
• Prepare weekly operational reports.
• Recommend systems and automation to reduce manual work.
• Support business growth without unnecessarily increasing operating expenses.

Candidate Requirements

Experience

• Minimum 3–5 years of relevant e-commerce operations experience.
• Previous experience managing an online marketplace or multi-supplier e-commerce business.
• Experience in furniture, home décor, retail, or customized products is strongly preferred.
• Proven experience handling customer complaints, suppliers, and logistics.

Technical Skills

• Experience with Magento 2 or similar e-commerce platforms.
• Strong Excel or Google Sheets skills.
• Familiarity with CRM, WhatsApp Business, and order management systems.
• Understanding of payment gateways, refunds, and online transactions.
• Ability to coordinate with website developers and technical service providers.

Personal Skills

• Strong leadership and problem-solving abilities.
• Excellent negotiation and communication skills.
• Highly organized and detail-oriented.
• Able to manage multiple orders and suppliers simultaneously.
• Proactive, accountable, and capable of working independently.
• Comfortable working in a growing business with a small team.

Key Performance Indicators (KPIs)

Performance will be evaluated based on:

• Percentage of orders delivered on time.
• Reduction in delayed and cancelled orders.
• Customer complaint resolution time.
• Supplier pricing accuracy and reliability.
• Reduction in refunds and operational errors.
• Customer satisfaction and repeat purchases.
• Operational cost control and improvement in order profitability.
• Accuracy and timely completion of assigned product catalog updates.

Pay: AED3,500.00 - AED4,000.00 per month

Application Question(s):

• Do you have own visa?

Work Location: In person