E commerce Operations Senior Specialist

About the Role

Al-Ahli Club Company is seeking an E-commerce Operations Senior Specialist to manage the daily operations of its online store on Salla. This full-time role is based in Makkah, specifically covering operations in Jeddah and Makkah, and requires 2-5 years of relevant experience. The specialist will be responsible for ensuring accurate and timely order fulfillment, correct product listings, and efficient resolution of operational issues to provide a seamless customer experience.

Role Purpose and Impact

The E-commerce Operations Senior Specialist oversees the end-to-end operation of Al-Ahli's online store. This includes order monitoring, coordinating fulfillment with the warehouse, managing returns and exchanges, and maintaining product master data. The role serves as a key liaison between the Commercial, Marketing, IT, and warehouse teams, ensuring operational efficiency and customer satisfaction.

Key Responsibilities

• Monitor daily Salla orders and track status from placement through dispatch and delivery.
• Address delayed, stuck, cancelled, or failed orders, including payment and address issues.
• Coordinate with the warehouse for daily picking, packing, and dispatching to ensure accurate and timely order fulfillment.
• Track fulfillment and delivery lead times with warehouse and courier partners, following up on delays and missing shipments.
• Ensure Salla stock availability aligns with warehouse stock to prevent delays and cancellations.
• Act as the primary contact for operational issues between Salla, IT, and the warehouse, logging and resolving issues.
• Escalate system and integration issues (orders, stock sync, payments) to IT and Salla support with clear information.
• Prepare operations for peak periods such as match days, product launches, and seasonal campaigns.
• Produce daily and weekly operational reports covering order volumes, fulfillment time, cancellations, and open issues.

Returns, Product Data, and Onboarding Management

• Manage the full returns and exchanges process, including approval, collection, warehouse receipt, quality check, restock, and refund or replacement.
• Coordinate with the warehouse, Finance, and Customer Service to ensure accurate and timely processing of refunds and exchanges.
• Track return and exchange reasons and volumes, recommending process improvements.
• Maintain product master data (SKUs, titles, descriptions, sizes, prices, images, and categories) and ensure correct uploading and updating in Salla.
• Ensure regular and promotional prices on Salla are accurate and match approved prices.
• Coordinate with Marketing on product shooting schedules to ensure new items have approved images before launch.
• Coordinate with IT on product onboarding in Salla, ensuring new collections go live on time.
• Regularly audit the Salla catalogue to fix missing, incorrect, or inactive listings.
• Document and maintain Standard Operating Procedures (SOPs) for order, return, exchange, and product onboarding workflows.

Experience and Work Type

This role requires 2-5 years of experience in e-commerce operations or a related field. It is a full-time position, contributing to the operational success of Al-Ahli Club Company's online presence.

Location

The position is based in Makkah, Saudi Arabia, with operational responsibilities covering both Jeddah and Makkah regions.