Souq.com is the largest ecommerce site in the Arab world. Every month, Souq.com attracts more than 35 million visits to its catalogue of more than 1 Million unique products in 20 different categories, including consumer electronics, household goods, fashion, watches, perfumes, toys, and baby products. Established in 2005, Souq.com today operates both as an award-winning retail business and an online marketplace that allows SMEs, merchants, brands and distributors to distribute their products online.
With more than 3,000 employees, we operate with the scale and ambition of a big corporation, but we cultivate a strong entrepreneurial and nimble mindset to ensure we execute with speed and efficiency. We have offices and local operations in UAE, Egypt, Kingdom of Saudi Arabia and Kuwait, and leading Product and Engineering centers in Jordan and India. We offer competitive salaries and benefits, and a unique opportunity to join the leading player in an ever growing and exciting industry.
The ME Customer Service (CS) Team is looking for a Delivery Experience Manager to be responsible for the continuous improvement of our delivery to customers. The role will look after all the steps in the customer journey from the point they place an order; how the order moves through our Fulfilment Centres (FC), its transit through different carrier networks until it reaches the customers, and the return of that order if the customer wishes to send it back.
Working with multiple teams including CS, Transportation, Supply Chain and the FCs, the ME Delivery Experience Manager will understand and report on the steps of the process causing friction, and work on continuous improvement projects with those teams to drive solutions which meet Souq and Amazon’s mission of being Earth’s most customer-centric companies.
The key objective of the role is to reduce the need for a customer to contact CS, by building a best-in-class delivery experience. The successful candidate will be an excellent analyst, communicator and influencer with the ability to drive change throughout the organisation.
Reporting to the ME Customer Effort Reduction Manager, the role also involves team management.