Kuwait Experience Operation （Grocery)

About the role

Requirements

• 1. Bachelor's degree or above, with over 3 years of operational experience in retail/e-commerce/local life/instant retail/delivery industries, having experience in fulfillment, delivery, warehouse management or store management; prior experience in full-cycle operations for delivery or grocery business is preferred.
• 2. Capable of building operational systems from scratch, familiar with training system design, performance evaluation plan formulation, and frontline team management methods.
• 3. Possess a solid understanding of fulfillment metrics and data analysis capabilities, familiar with the calculation standards and optimization methods for core fulfillment indicators such as order cancellation rate, on-time rate, stock-out rate, completion rate, and refund rate, able to pinpoint problem areas through data and output executable optimization plans.
• 4. Possess strong English language proficiency, capable of using it as a working language and able to communicate independently with merchants, frontline teams, and internal cross-departmental teams in English.
• 5. Demonstrate strong execution capabilities, adaptable to the fast-paced work environment during the initial phase of business development from scratch, willing to delve deep into solving problems on the ground and able to collaborate across departments to drive implementation.

Responsibilities

• 1. Responsible for the overall experience management of grocery fulfillment, covering the entire process from user ordering, merchant accepting order, item picking (Picker), packaging, delivery, delivery confirmation, to after-sales service, establishing an experience metric monitoring system for each link and driving continuous optimization.
• 2. Responsible for formulating and optimizing Picker pricing strategies, based on multi-dimensional factors such as fulfillment costs, market competition, and merchant demands, to establish a scientific pricing model and continuously iterate.
• 3. Establish a Picker training and assessment system, including training content design, assessment criteria formulation, performance evaluation and incentive mechanisms, to enhance the professional capabilities and service quality of the fulfillment team; organize store inspections, regularly visit frontline merchants, identify issues in the fulfillment process and drive optimization.
• 4. Establish and continuously optimize the core KPI monitoring system for the fulfillment end-to-end process, including but not limited to order cancellation rate, on-time rate, stock-out rate, completion rate, refund rate, user/merchant satisfaction, and complaint rate, quickly locating anomalies and driving closed-loop solutions.
• 5. Collaborate with Customer Service and Delivery departments to establish cross-departmental mechanisms: interface with customer service teams to drive issue classification and root cause analysis, and collaborate with delivery teams to optimize delivery timeliness and fulfillment efficiency, ensuring end-to-end user experience standards are met.

Skills

• fulfillment operations
• delivery management
• warehouse management
• store management
• training program design
• performance evaluation
• frontline team management
• data analysis
• KPI monitoring
• pricing optimization
• cross-functional collaboration
• English communication