E-Commerce Head of Operations - RTG

About the Role

We are seeking an experiencedE-Commerce Head of Operations to lead the end-to-end operational and business performance of our growing portfolio of e-commerce partners. This role owns the execution of business plans, operational excellence, profitability, and sustainable growth across multiple partner accounts.

The ideal candidate is a strategic leader with strong commercial acumen, operational expertise, and a proven ability to scale e-commerce businesses. You will lead cross-functional teams, optimize processes, and ensure alignment across Commercial, Customer Experience, Technology, Marketing, and Operations to deliver exceptional business outcomes.

Key Responsibilities

• Own the end-to-end operational and business performance of multiple e-commerce partner accounts.
• Lead the execution of annual business plans and growth strategies across all managed accounts.
• Drive GMV growth, profitability, and operational excellence while ensuring targets are achieved.
• Lead and develop a high-performing e-commerce organization, managing direct reports and cross-functional teams.
• Oversee business performance across commercial operations, customer experience, marketplaces, fulfillment, customer service, and technology.
• Review and align commercial calendars with Commercial Managers and E-Commerce Managers to maximize campaign effectiveness.
• Partner with Customer Experience and Technology teams to prioritize platform enhancements and digital initiatives that support business objectives.
• Drive operational efficiencies to improve cost per order, delivery performance, and customer satisfaction.
• Monitor key business metrics and prepare monthly and quarterly executive reports with performance insights and mitigation plans.
• Identify opportunities for operational improvements, automation, and scalable processes.
• Support the evaluation of new business opportunities and expansion initiatives.

• Bachelor's degree in Business Administration, Commerce, Engineering, Marketing, or a related field.
• 12+ years of experience in business operations, retail, commercial management, or operations leadership.
• 3–4+ years of dedicated experience leading e-commerce operations.
• Proven experience owning business performance, operational execution, and P&L.
• Strong understanding of e-commerce operations, marketplaces, customer experience, fulfillment, and commercial planning.
• Experience leading large cross-functional teams and managing managers.
• Strong financial and analytical skills with experience managing KPIs and business performance.
• Excellent leadership, stakeholder management, and communication skills.
• Experience driving digital transformation, operational optimization, and business growth.
• Fluent in Arabic and English.

Preferred Qualifications

• Entrepreneurial or startup experience.
• Experience within Fashion, Beauty, Grocery, or Retail industries.
• Experience working with marketplaces such as Amazon, Noon, Jumia, or similar platforms.
• Experience leading large operational organizations.
• Strong understanding of customer acquisition, retention, and digital commerce strategies.