Design and implement end-to-end operational workflows covering order fulfilment, delivery, returns, exchanges, and dispute resolution.
Ensure to Define and govern SOPs and SLAs across the full order lifecycle, from pickup to refund or replacement.
Identify, onboard, and manage courier and 3PL partners to support national coverage and express delivery.
Negotiate commercial terms, SLAs, and penalty/reward frameworks, and lead regular performance reviews.
Design and lead the FB-MP operating model, including warehousing, packing, and last-mile delivery strategy.
Partner with Tech and Product teams to enable order routing, tracking, and SLA automation.
Oversee day-to-day eShop operations, ensuring exception handling (delays, RTOs, cancellations) within SLA.
Drive continuous improvement through data-led optimisation of delivery performance and service quality.
Measure operational ROI of promotions and campaigns in collaboration with the Category and Marketing teams.
Track and reduce cost per order through operational efficiencies and route optimisation.
Work closely with Category, Seller, Customer Care, Finance, Legal, and Technology teams to ensure seamless fulfilment.
Represent operations in trading, performance, and leadership reviews.
Ensure full compliance across departments covering health, safety, ethics, regulatory requirements (customs, VAT, e-commerce), data privacy, and audit controls including POD and claims accuracy.
End-to-end accountability for eShop fulfilment, courier and 3PL performance (SLAs and penalties), Cost per order optimisation, and approval of all operational SOPs, delivery playbooks, and fulfilment strategy.
Perform any additional project, task or activities assigned/delegated by the Line Manager.
Bachelor’s degree in operations management, Engineering, or Business Administration. A master’s degree is an advantage.
8–12 years of experience in eShop, eCommerce, logistics, or fulfilment operations. Experience in GCC or similar regulated markets is preferred.
Proven ownership of end-to-end order fulfilment, last-mile delivery, and returns management.
Strong experience managing courier and 3PL partners with SLA-driven performance governance.
Demonstrated ownership of logistics or operations and cost optimisation initiatives.
Experience designing scalable fulfilment models or warehouse-led delivery frameworks.
Hands-on exposure to operations dashboards, tracking systems, and performance analytics.
Project Management certification (PMP or Prince2) – an advantage.
Skills Required
- Bachelor's degree in Operations Management, Engineering, or Business Administration
- Master's degree
- 8-12 years of experience in eShop, eCommerce, logistics, or fulfillment operations
- Experience in GCC or similar regulated markets
- Ownership of end-to-end order fulfillment, last-mile delivery, and returns management
- Experience managing courier and 3PL partners with SLA-driven performance governance
- Ownership of logistics or operations and cost optimization initiatives
- Experience designing scalable fulfillment models or warehouse-led delivery frameworks
- Hands-on experience with operations dashboards, tracking systems, and performance analytics
- Project Management certification such as PMP or Prince2
What We Do
At Vodafone, we are known for our technology, but the truth is, it is humanity that drives our business forward. With the global pandemic raising so many questions for tech brands, it has highlighted the leading role that we need to play. We believe that, when working together, humanity and technology can find the answers and create a better future for all. Working at Vodafone is all about helping people feel ready to benefit from new technology. We bring the future to even the most remote places, using technology to help families in disaster zones, showing young people that a phone is not just for fun and thinking about technology that doesn’t even exist yet. More than 35 years ago, we made the first-ever mobile phone call, we sent the first SMS in Britain and have been changing the lives of billions of people ever since. Now, we are using smartphones to fight cancer, big data for social good, and we aim to connect over 250 million people to our next generation networks by 2025. We are passionate about building a workplace where you can truly be yourself, share inspiration, embrace new opportunities, thrive and make a real difference to people and our planet. We are known for our technology, but it is humanity that drives us forward. What are you passionate about?
