Senior Shops Operations Lead

About the role

Careem is on the lookout for a dynamic leader to enhance the performance of its Shops marketplace across the UAE and Jordan. In this pivotal role, you will be responsible for managing merchant partner operations, ensuring efficient in-store picking processes, and monitoring key metrics that shape the customer experience. You will report directly to the General Manager of Shops, playing a crucial part in driving operational excellence and customer satisfaction.

Key facts

What you'll do

• Oversee the performance metrics for merchants operating in the UAE and Jordan, focusing on key indicators such as order acceptance rates, preparation times, accuracy of orders, and cancellation statistics.
• Formulate and implement strategic plans aimed at bridging performance gaps, with a particular emphasis on improving Gross Merchandise Value (GMV), Average Order Value (AOV), and overall take-rate.
• Manage in-store picking operations by establishing training programs, designing efficient processes, and setting productivity benchmarks for partner locations.
• Collaborate with Captain Operations to analyze and enhance the economics of last-mile delivery, ensuring cost-effectiveness and efficiency.
• Conduct regular business reviews with significant merchant accounts, utilizing cohort-level data to inform strategic decisions and operational improvements.
• Prepare for high-demand seasons, such as Ramadan and the Dubai Shopping Festival, by coordinating operations, forecasting demand, and ensuring adequate staffing levels.
• Lead and mentor a team of operations specialists, acting as the primary liaison between central operational functions and regional markets to ensure alignment and efficiency.
• Identify and implement best practices across the Shops marketplace to continuously improve operational workflows and customer satisfaction.
• Monitor industry trends and competitor activities to keep Careem at the forefront of the quick-commerce and retail marketplace sectors.
• Develop and maintain strong relationships with key stakeholders, both internal and external, to foster collaboration and drive business success.
• Utilize data-driven insights to make informed decisions that enhance the overall performance of the Shops marketplace.

Requirements

• A minimum of 4 to 7 years of experience in operations, particularly within quick-commerce, last-mile logistics, or retail marketplaces.
• At least 2 years of experience in managing teams and collaborating with external partners.
• Hands-on experience in frontline or in-store fulfillment processes, such as picking or warehousing operations.
• Strong proficiency in Excel, SQL, and various business intelligence tools to analyze data and generate actionable insights.
• Willingness to travel frequently between the UAE and Jordan to oversee operations and collaborate with teams.
• Fluency in both Arabic and English is preferred to facilitate effective communication with diverse teams and stakeholders.

Nice to have

• Experience in managing operations during peak seasons or high-demand events, showcasing your ability to handle pressure and adapt to changing circumstances.
• Familiarity with e-commerce platforms and digital marketplaces, providing insights into industry best practices.
• Knowledge of customer experience management and strategies to enhance customer satisfaction and loyalty.

Skills & tools

• Strong analytical and problem-solving skills to identify issues and implement effective solutions.
• Excellent communication and interpersonal skills to collaborate with various teams and stakeholders.
• Ability to lead and motivate a team, fostering a culture of continuous improvement and operational excellence.
• Proficient in using project management tools to track progress and manage multiple initiatives simultaneously.

Practical notes

• Careem offers a range of benefits, including unlimited vacation days, allowing for a healthy work-life balance.
• Employees have the flexibility to work remotely from any country for up to 30 days each year.
• Comprehensive healthcare coverage is provided, along with reimbursements for fitness-related activities, such as gym memberships and training classes, promoting overall well-being.

Join Careem as a Senior Shops Operations Lead and play a vital role in shaping the future of our Shops marketplace while enjoying a supportive and flexible work environment.

About the company

Company based in Dubai runs projects across more than 70 cities in ten nations spanning Middle East, Africa, and South Asia. Services include car rides, bike rentals, food delivery, grocery delivery, and digital payments. Stakeholders include e& holding majority control at 50.03 percent. Ridesharing unit belongs fully to Uber. Projects focus on urban mobility and convenience, serving communities through varied transport and payment options in multiple markets.