Chalhoub Group E-Commerce Fulfillment Director

About Chalhoub Group

Founded in 1955 by Michel and Widad Chalhoub, Chalhoub Group has grown into a leading partner for luxury across the Middle East. Headquartered in Dubai, the family-owned group brings together international maisons and homegrown concepts across fashion, beauty and lifestyle, combining regional expertise with retail and distribution capabilities. As an employer, it offers career opportunities spanning client experience, brand management, merchandising, logistics and digital innovation. Its multicultural environment connects employees with the evolving expectations of luxury consumers, while its emphasis on learning, entrepreneurship and sustainability provides a distinctive setting for professionals seeking to shape the region’s luxury landscape.

Role & Responsibilities

• Lead fulfillment operations across warehouses and micro-fulfillment centers, ensuring SLA compliance, productivity, scalability, and inventory accuracy.
• Lead last-mile delivery and returns, driving on-time delivery, service quality, and cost efficiency while expanding premium and VIP services.
• Partner with Digital and Tech teams on the end-to-end order lifecycle, system integrations, and data flows, aligned with the Group OMS roadmap.
• Co-create and execute the operational strategy with the VP of E-Commerce Fulfillment to accelerate growth and elevate the customer experience.
• Own planning and execution for peak periods, including Ramadan, Cyber Week, and Super Sale.
• Drive process optimization, automation, and adoption of advanced fulfillment and last-mile solutions; champion ESG and compliance initiatives.
• Define the vendor strategy, lead negotiations with key vendors and 3PLs, and oversee performance governance.
• Work with customer care teams to resolve escalations, reduce “where is my order” contacts, and feed customer insights into operational improvements.
• Manage budgets and cost per order and return, using KPIs to guide tactical and strategic decisions.
• Build, mentor, and engage a team of senior managers and a large operational workforce; support network expansion while ensuring business continuity.

Qualifications

• Background in retail, e-commerce, or FMCG, with direct responsibility for warehousing and distribution.
• Experience in organizations with mature processes, standards, and SOPs.
• A track record of tangible achievements.
• Fluency in Arabic and English.
• Experience with warehouse management systems (WMS), order management systems (OMS), and fleet management systems.
• Strong Excel, Looker, and BI dashboard abilities.
• Strength in data analytics, project planning and coordination, and critical thinking.

Skills

Experience

10–15 years in e-commerce warehousing and last-mile operations, with hands-on experience managing both.

Education

Degree in Industrial Engineering, Business Management, or a related field.

Benefits

Health care, child education contribution, remote and flexible working policies, and exclusive employee discounts. Learning and development opportunities and exposure to different assignments are also offered.

Culture

Chalhoub Group combines its heritage as a family-owned business with the dynamism of the Middle East’s luxury sector, fostering a multicultural workplace rooted in collaboration and long-term relationships. Its culture emphasizes continuous learning, entrepreneurial initiative and excellence in customer experience, encouraging employees to develop their expertise while contributing to the evolution of luxury retail.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.