Director E-Commerce Fulfillment

About this opportunity

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