Manager - Order Management
Job description / Role
Employment: Full Time
Inspire | Exhilarate | Delight
For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories.
Every step at Chalhoub Group is taken to build a future where luxury dreams become reality - bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail.It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse - the Group's innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally.
Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM.Their collective efforts have earned the Group the Great Place to Work® certification in several markets.
Sustainability is at the core of the Group's strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women's Empowerment Principles, and to have pledged to reach Net Zero by 2040.
What you'll be doing
The Order Management Manager is responsible for ensuring seamless execution of upstream and downstream orders, while maintaining high customer service standards across vendors, retail, e-commerce, and B2B accounts. This role is pivotal in driving process improvement, ensuring data accuracy, and optimizing order workflows to support business objectives and enhance operational efficiency.
Operational oversight and excellence- Oversee all stages of the order lifecycle, from order placement to delivery, ensuring accuracy, efficiency, and timely fulfillment.
- Monitor key performance indicators (KPIs) such as order accuracy, lead times, and fulfillment rates, driving corrective actions where needed.
- Work closely with inventory planning and supply chain teams to ensure product availability aligns with order demands.
- Analyze supplier scorecards to measure supplier performance against key metrics such as OTIF (On-Time In-Full), lead times, and responsiveness with necessary recommendations.
- Minimize backorders and stock-outs while optimizing inventory levels across all channels.
- Provide regular reports and insights on order performance, identifying trends, risks, and opportunities.
- Manage vendor relationships and ensure critical paths are kept up to date and adhered to.
- Develop and implement the overall order management strategy aligned with the company's growth objectives and customer expectations.
- Lead a team of order management professionals, fostering a culture of excellence, accountability, and continuous improvement.
- Collaborate with senior leadership across supply chain, merchandising, sales, and IT to drive business initiatives.
- Foster a culture of operational excellence by serving as a role model and leading initiatives within the order management function.
- Ensure exceptional customer service levels for all stakeholders, including vendors, retail, e-commerce, and B2B accounts.
Key performance indicators (KPIs):
- Order accuracy rate
- On-time delivery rate
- Fulfillment lead time
- Inventory DOI & stock availability
- Return & cancellation rates
- Process efficiency improvements
What you'll need to succeed
Professional experience- A minimum of 5 years' experience in order management, supply chain, or logistics, with demonstrated expertise in ERP systems, preferably SAP.
- Proven ability to lead teams and manage cross-functional relationships at a senior level.
- Bachelor's degree in Supply Chain Management, Business Administration, or a related field.
- In-depth understanding of order management processes within retail, e-commerce, or B2B environments.
- Good communication in managing vendor relationships, customer service excellence, and cross-functional collaboration.
- Good leadership and team management capabilities to motivate and align large teams.
- Strong analytical and problem-solving skills to drive efficiency and resolve complex operational issues.
What we can offer you
With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.
We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.
We invite all applicants to apply
It takes diversity of thought, culture, background, differing abilities and perspectives to truly inspire, exhilarate and delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.
We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.
Department: Supply Chain & Logistics
About the Company
The Chalhoub Group is the leading partner for luxury across the Middle East since 1955. As an expert in retail, distribution and marketing services based in Dubai, the group has become a major player in the fashion, beauty and gift sectors regionally.
By blending its Middle East expertise and intimate knowledge of luxury, Chalhoub Group is building brands in the region, by offering service excellence to all its partners and a unique experience to its customers through its passionate teams.
With a growing workforce of more than 9,000 people, implemented in 14 countries, as well as the operating of over 470 retail outlets, the group's success is attributed to its most valued asset of highly skilled and dedicated teams. Professionalism and passion are what fuel the Chalhoub Group's competitive edge in today's market.
By being committed to implementing sustainable practices into their business, the Chalhoub Group has been awarded in 2013 the CSR Label from the Dubai Chamber of Commerce.
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