About GMG
GMG is a leading global well-being company engaged in the retailing, distribution, and manufacturing of a diverse portfolio of international and home-grown brands across the sports, food, health, and consumer goods sectors. Guided by a vision to inspire people to win in ways that make the world better, GMG operates across the Middle East, North Africa, and Asia, managing more than 120 brands through its four strategic verticals: GMG Sports, GMG Food, GMG Health, and GMG Consumer Goods.
Under the ownership and management of the Baker family, GMG has built a strong reputation for operational excellence, innovation, and long-term career development opportunities.
Job Overview
We are seeking an experienced and results-driven E-Commerce Fulfillment Operations Manager to lead end-to-end e-commerce warehouse operations. This role is responsible for ensuring accurate, timely, and high-quality fulfillment of online orders—from picking through to handover to last-mile delivery partners—while consistently meeting service level agreements (SLAs) and operational quality standards.
The role requires strong leadership capabilities, hands-on operational control, and the ability to manage high-volume order fulfillment in a fast-paced warehouse environment.
Key Responsibilities
E-Commerce Fulfillment Operations
- Manage the complete e-commerce order fulfillment lifecycle, including order allocation, picking, quality checks (QX), packing, and dispatch
- Ensure all customer orders are processed and fulfilled within defined SLAs and cut-off timelines
- Monitor daily order volumes, backlog, productivity, and dispatch performance using WMS and operational dashboards
- Ensure strict adherence to picking accuracy, quality standards, and packing guidelines
- Maintain high order fulfillment rates while minimizing order rejections and delays
Quality, Performance & Continuous Improvement
- Own order rejection management, including investigation, justification, and root cause analysis
- Implement corrective and preventive actions (CAPA) to reduce errors, delays, and operational defects
- Track key performance indicators (KPIs) related to order accuracy, turnaround time, and quality compliance (QX)
- Drive continuous improvement initiatives to enhance efficiency and customer experience
Last-Mile & Stakeholder Coordination
- Coordinate with last-mile delivery partners to ensure timely, accurate, and smooth handover of shipments
- Resolve dispatch issues and escalation points in coordination with internal and external stakeholders
- Ensure compliance with delivery partner requirements and operational guidelines
Warehouse Operations & Compliance
- Ensure full compliance with warehouse SOPs, safety standards, and housekeeping requirements
- Maintain a safe, organized, and efficient warehouse environment
- Ensure inventory handling and storage processes align with company policies and audit standards
Team Leadership & People Management
- Lead and manage a team of approximately 20 Warehouse Associates and 4 Team Leaders
- Plan shifts and manpower allocation based on forecasted order volume and operational priorities
- Conduct daily team briefings, performance reviews, and productivity tracking
- Train team members on e-commerce processes, WMS usage, quality standards, and safety procedures
- Identify skill gaps and implement ongoing training and development programs
Eligibility Criteria & Qualifications
Education
- Diploma or Bachelor’s Degree in Logistics, Supply Chain Management, Operations, or a related field
Experience
- 3–5 years of experience in warehouse or distribution operations
- Mandatory experience in e-commerce fulfillment operations
- Proven experience managing large operational teams in a warehouse environment
- Prior exposure to high-volume, fast-paced fulfillment centers
Skills & Competencies
- Strong analytical, reporting, and problem-solving skills
- Hands-on experience with Warehouse Management Systems (WMS)
- Knowledge of inventory control, order processing, and fulfillment workflows
- Ability to manage SLAs, KPIs, and operational performance metrics
- Strong leadership, communication, and team management skills
- Ability to work under pressure and manage multiple priorities
Why Join GMG?
At GMG, employees are empowered to lead, innovate, and grow within a high-performance culture. This role offers exposure to large-scale e-commerce operations, advanced supply chain processes, and the opportunity to contribute to a globally recognized wellbeing organization.
