OmniChannel Director

Director - Omnichannel

Location: Khobar, Saudi Arabia | Function: Omnichannel & Digital Commerce | Level: DirectorRole OverviewWe are looking for an experienced Director of Omnichannel to lead the next phase of our omnichannel and digitalcommerce transformation.With a nationwide network of 950+ retail locations, a large eCommerce business, and continued investment in digitalcapabilities, this role will be responsible for creating a seamless connection between our physical stores, digital channels,fulfilment network, and customer experience.The Director will own the end-to-end omnichannel agenda, including eCommerce, omnichannel operations, storefulfilment, digital customer experience, marketplace and quick-commerce integration, and the continued expansion ofstore-enabled digital services.This is a hands-on leadership role requiring someone who understands both large-scale retail operations and digitalcommerce and can translate strategy into measurable commercial and operational results.Key ResponsibilitiesOmnichannel Strategy & Commercial Performance

• Define and lead the omnichannel strategy across eCommerce, mobile app, physical stores, marketplace partners, andemerging digital channels.
• Build a clear roadmap connecting digital commerce with the nationwide store network.
• Improve online commercial performance through conversion, average order value, repeat purchase, retention andcustomer lifetime value.
• Identify new omnichannel revenue opportunities and customer propositions.
• Establish clear commercial and operational KPIs across all omnichannel initiatives.eCommerce & Digital Commerce
• Lead the performance and continued development of eCommerce and mobile commerce channels.
• Own the commercial performance of digital channels including conversion, basket size, availability, fulfilment andprofitability.
• Partner with Product, Technology, Marketing, CRM and Commercial teams to continually improve the digital customerjourney.
• Use customer and behavioral data to identify friction points and improve discovery, checkout and conversion.Store & Digital Integration
• Develop the operating model connecting a 950+ store network with digital commerce.
• Expand store-enabled fulfilment capabilities including click & collect, ship-from-store and rapid delivery.
• Improve inventory availability, order routing, fulfilment accuracy and store participation in omnichannel.
• Work closely with Retail Operations to ensure digital orders are treated as an integrated part of store operations ratherthan a separate channel.Omnichannel Operations & Fulfilment
• Lead continuous improvement of order management, fulfilment and last-mile delivery capabilities.
• Improve key operational metrics including order fulfilment rate, cancellation rate, on-time delivery, delivery speed,inventory availability, order accuracy and customer satisfaction.
• Work closely with Technology and Operations teams to evolve the Order Management System and intelligentorder-routing capabilities.
• Develop scalable operating models capable of supporting increased digital order volumes.Director - Omnichannel | Khobar, Saudi ArabiaMarketplace & Quick Commerce
• Own the strategy and operating model across marketplace and quick-commerce partners.
• Evaluate opportunities to expand store coverage, assortment and revenue through external platforms.
• Ensure marketplace performance remains commercially sustainable while protecting the core customer proposition.
• Develop the appropriate operating model, technology integration and performance governance for external channels.Customer Experience
• Ensure customers receive a consistent experience regardless of whether they engage through the app, website, store,marketplace or delivery channel.
• Identify key customer pain points across the end-to-end journey and lead initiatives to resolve them.
• Partner with Marketing, CRM and Customer Experience teams to improve personalization, retention and loyalty.
• Use customer feedback, analytics and operational data to continuously improve the experience.Technology & Transformation
• Partner closely with Product and Technology leadership to define the omnichannel technology roadmap.
• Provide business leadership across initiatives including Order Management Systems, inventory visibility, storefulfilment, digital commerce platforms, search and personalization, payments, loyalty and CRM, marketplaceintegration and last-mile delivery.
• Translate business requirements into prioritized technology initiatives with clear commercial outcomes.Leadership & Governance
• Build and lead a high-performing omnichannel organization.
• Develop strong cross-functional ways of working across Retail, Commercial, Marketing, Technology, Supply Chain,Finance and Operations.
• Establish weekly performance reviews and clear accountability for commercial and operational KPIs.
• Provide senior leadership with clear visibility into performance, risks, opportunities and investment priorities.Key Performance Indicators
• Digital revenue and commercial performance
• Online penetration
• Conversion rate
• Average order value
• Customer retention and repeat purchase
• Store fulfilment coverage
• Order fill rate
• Cancellation rate
• On-time delivery
• Average delivery time
• Customer satisfaction / NPS
• Marketplace and quick-commerce performance
• Omnichannel customer adoption
• Digital channel profitabilityDirector - Omnichannel | Khobar, Saudi ArabiaCandidate ProfileWe are looking for a senior omnichannel leader with significant experience operating at scale within retail, pharmacy,grocery, beauty, consumer electronics, fashion or another high-frequency consumer retail environment.
• 12-15+ years of experience across retail, eCommerce, digital commerce or omnichannel.
• Significant experience leading omnichannel or eCommerce within a large multi-store retailer.
• Strong understanding of both store operations and digital commerce.
• Experience managing large-scale eCommerce businesses with complex fulfilment requirements.
• Strong knowledge of order management, store fulfilment, inventory availability and last-mile delivery.
• Experience integrating physical stores into an eCommerce fulfilment network.
• Strong commercial understanding including revenue, margin, promotional economics and digital profitability.
• Experience working closely with Product and Technology teams on major digital transformation programs.
• Strong analytical capability and comfort managing performance through data and KPIs.
• Demonstrated ability to lead cross-functional transformation in a complex organization.
• Strong leadership, communication and stakeholder-management skills.Preferred Experience
• Large-scale omnichannel retailer
• Grocery or convenience retail
• Beauty or personal care
• Large-format or specialty retail
• Quick commerce
• Marketplace businesses
• High-volume eCommerce
• Middle East / GCC retail environmentsArabic language capability is advantageous but not mandatory.Leadership Characteristics
• Commercially driven
• Customer obsessed
• Operationally strong
• Data driven
• Comfortable challenging existing ways of working
• Highly collaborative
• Able to move between strategy and execution
• Comfortable operating in a fast-paced transformation environmentOpportunityThis is an opportunity to join a leading Saudi retail organization with a large national footprint and a significant digital andomnichannel business.The company is investing significantly in technology, customer experience, digital commerce and omnichannelcapabilities as it builds the next generation of retail in Saudi Arabia.The role offers the opportunity to lead that transformation at scale and directly shape how millions of customers interactacross stores and digital channels.Base Location: Khobar, Saudi ArabiaRelocation: Relocation support available for the right candidateDirector - Omnichannel | Khobar, Saudi Arabia