Ecommerce & Transport Manager

BASIC FUNCTIONYour role as the Ecommerce & Transport Manager is to lead and support the ecommerce warehouses in the UAE that are managed directly by Hellmann, together with the transport and last-mile operations that serve them. You will be the main point of contact for the teams and customers, with the ecommerce warehouse leaders and transport coordinators reporting directly to you.You will make sure operations run smoothly and customer KPIs are fulfilled, while following HSE standards and legal regulations. You are responsible for cost control across the warehouses and transport, for growing existing retail and ecommerce accounts, and for clear and consistent reporting on operations, customers and employee matters. Key sectors include retail, consumer and luxury fashion, and cosmetics.Ecommerce warehouse operationsImplement and enhance the operating model for the ecommerce operations.Manage and lead the assigned contract logistics operations of the ecommerce division, covering inbound, put-away, picking, packing, marshalling, dispatch and returns.Design, implement and monitor warehouse processes, making sure all site policies and procedures are maintained and documented in SOPs.Manage order management, picking productivity and order accuracy so that cut-off times and customer service levels are met.Manage forecasts and seasonality (e.g. Ramadan, White Friday, peak sales) so inventory, material and labour planning are in place.Conduct regular and ad hoc stock checks and reconcile stock on request of a customer or another department.Oversee product setup and stock synchronization with customer platforms (Shopify, WooCommerce, Amazon, eBay and others) and the WMS.Use warehouse automation, robotics and the WMS to scale volumes efficiently.Manage value-added services such as kitting, labelling, gift wrapping, and luxury and cosmetics handling standards.Transport and last-mile deliveryPlan and manage domestic transport, GCC road freight and last-mile delivery, including dispatching, routing and tracking.Manage vendors for warehousing and transport: select, onboard and review carriers, couriers and subcontracted hauliers.Negotiate rates and contracts with transport and last-mile providers and develop new suppliers.Monitor carrier SLAs (on-time delivery, first-attempt success, damages, returns) and drive corrective actions.Optimize transport cost per order and per shipment while protecting service levels.Make sure transport complies with UAE road safety, free-zone, customs and documentation requirements.Customer relationship and account growthManage customer relationships for warehousing and transport customers, including monthly operational meetings and KPI reviews.Run quarterly and annual business reviews with high-value customers, analyzing performance, volumes and trends.Make sure service levels are achieved and communicated to customers on time.Identify upsell and cross-sell opportunities across warehousing, fulfilment, transport, returns and value-added services.Manage customer escalations and operational risks quickly, keeping customers informed through to resolution.Develop customer solutions and continuous improvement plans (CIP).Commercial, pricing and onboardingSupport Business Development with RFQs, tenders, solution design, operational costing and customer presentations, including WMS and site demos.Develop detailed processes, quality controls and KPIs for seamless customer onboarding.Coordinate onboarding with Operations, IT, Legal, Finance and Implementation so contracts, SLAs and system integrations go live on agreed dates.Work with internal customers so pricing is accurately maintained in the customer's system, and take operational responsibility for pricing and supply.Work with Finance on monthly account reviews, billing accuracy and invoicing.Link operational performance to financial impact and contribute to account P&L and EBIT targets.People leadershipManage team performance by setting objectives, analyzing performance and identifying training needs.Carry out succession planning and skill matrix assessments while coaching and guiding direct reports.Support recruitment, training and roll-out of new initiatives.Identify training needs and make sure required training is completed (e.g. forklift training).QHSE, compliance and continuous improvementMaintain the highest levels of safety on ecommerce sites and in transport operations, and communicate safety standards.Review QHSE aspects of the facilities periodically, making sure health and safety standards are communicated and followed.Make sure all company procedures and policies are enforced and followed.Act as a point of reference and leading example of the company's CIP culture.Act systematically and set priorities to complete tasks to timeline and budget, with milestones.Provide daily reporting to internal and external customers on performance and order management.Keep up to date with the latest industry trends and techniques.QUALIFICATIONS & EXPERIENCEEssential7+ years in contract logistics, 3PL or ecommerce fulfilment, with at least 3 years managing operations and teams.Hands-on experience running both ecommerce fulfilment and transport or last-mile operations.Demonstrated background managing large-scale, multi-client warehouse operations, facilities and equipment.Proven management of carriers, couriers or subcontracted hauliers, including rate and contract negotiation.Track record managing key accounts: business reviews, SLA/KPI performance, retention and growth.Experience supporting RFQs and tenders with operational solutions and costings.Working knowledge of WMS and ecommerce platform integrations (Shopify, WooCommerce, Amazon, eBay).Good understanding of UAE logistics: free zones, customs documentation and road transport rules.Bachelor's degree in supply chain, Logistics, Business or a related field, or equivalent experience.PreferredRetail, consumer or luxury fashion and cosmetics logistics experience.Experience in Dubai CommerCity or Jebel Ali Freezone multi-client environments.Exposure to warehouse automation or goods-to-person robotics.GCC cross-border ecommerce experience.Professional certification such as CILT, CSCP or Lean / Six Sigma; valid UAE driving license.