E-Commerce Operations Associate (Nairobi Region)

E-COMMERCE OPERATIONS ASSOCIATE (NAIROBI REGION) Company: Majid Al Futtaim | MAF Retail | Head Office Kenya ABOUT THE ROLE As an E-Commerce Operations Associate based in Nairobi, you will take the lead in managing our fulfillment operations with a focus on speed, accuracy, and efficiency. Your primary responsibility is to oversee our order processing teams, ensuring every customer order moves smoothly from pick to delivery. You'll coordinate between warehouse staff, logistics partners, and customer service teams while maintaining strict quality control and safety standards throughout the entire operation. KEY RESPONSIBILITIES Lead and mentor fulfillment team leaders and warehouse staff to maintain seamless daily e-commerce operations across the Nairobi region. You'll have full oversight of the order fulfillment pipeline, from initial picking through to final dispatch, ensuring nothing falls through the cracks. Drive team performance by monitoring key metrics including pick rates, on-time handovers, and delivery performance. Your leadership will focus on building a high-performing culture where efficiency and quality go hand in hand. Maintain strong operational connections between warehouse teams, logistics providers, and customer service, preventing delays and resolving bottlenecks quickly. You'll be the critical link that keeps everything moving. Enforce operational procedures, safety protocols, and quality control measures consistently across all processes. Ensure quality audits are conducted as per loss prevention standards to guarantee delivery accuracy. Develop your team through training, coaching, and performance feedback, helping individuals grow while improving overall operational excellence. Create an environment where people are motivated to perform at their best. Monitor inventory accuracy, identify stock variances, and troubleshoot system issues. Prepare detailed operational reports and escalate concerns about delays or discrepancies to management promptly. WHAT YOU NEED A Bachelor's degree in Supply Chain Management, Logistics, Business Administration, or a related discipline. Two to four years of hands-on experience in e-commerce fulfillment, warehouse operations, or retail environments, with proven success managing complex order volumes. Demonstrated supervisory experience with the ability to lead and motivate frontline teams in fast-paced, high-volume settings. Strong foundational knowledge of inventory management, stock control principles, and warehouse best practices including receiving, picking, packing, and dispatch workflows. Proficiency with Microsoft Excel and operational reporting tools, with the ability to interpret data and extract meaningful insights for decision-making. Excellent leadership and communication skills with the ability to coordinate effectively across multiple departments and stakeholder groups. WHY JOIN US Majid Al Futtaim is a regional powerhouse with over 27 years of proven success, known for creating memorable experiences and building lasting moments for customers and employees alike. Work within a collaborative, positive environment where colleagues share genuine enthusiasm for innovation and our collective future. Be part of a diverse team of over 45,000 talented professionals across the region, all working under our established Leadership Model to deliver excellence.