Online Product Specialist

Job Description

Majid Al Futtaim Leisure, Entertainment & Cinemas invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 40,000 team members in 15 international markets representing over 100 nationalities – all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.
Reporting Manager – Senior Product Manager
Department – F&B
Role Purpose:
Role Details – Key Responsibilities and Accountabilities:

• Must have a deep understanding of the F&B delivery operations & logistics in the UAE, and the MENA region.
• Handling & managing of all operations and customer-related queries in a timely, efficient, and communicable manner across the region – liasing with market contacts.
• Setup a structure in line with the call centre for a seamless and quick turnaround customer satisfaction and retention.
• Actively seeks out business partnerships to reach new segments geographies & zones within the region.
• Has worked on a delivery operations and optimization software, and is familiar with rider management, catchment areas, and providing a seamless customer experience.
• Collaborates with cross-functional teams across disciplines such as operations, marketing, E-commerce, IT, CX and finance.
• Supports the online delivery touchpoints with key focus revenue optimization and fosters accountability and rigorous decision-making to ensure desired business outcomes.
• Establish, foster, and maintain strategic business partner relationships with all the key stakeholders.
• Lead site contacts & area managers to develop organizational and governance strategies
• Be aware of the food and beverage hygiene policies and procedures in each market.
• Develop a customer service recovery framework with SLAs in alignment with the Customer experience team
• Works closely with different functions to create and implement and roll out of new features for online channels.
• Actively seeks out business partnerships in order to reach new segments within the region.
• Measures the impact of newly released features with Analytics and Experiment
• Conducts internal & external research and due diligence to identify new opportunities and mitigate existing gaps and areas of improvement.
• Prioritizes key strategy initiatives based on impact through a data-driven approach
• Works on critical projects based on emergent business needs.
• Deeply understands the customer experience for our users with the focus on our end consumer.
• Supports projects related to customer experience across various customer touchpoints.
• Deliver end- to-end projects and manage ongoing workstreams, from initiation to execution.

Specific Tasks

• Owning, overlooking, and driving the F&B department's online presence operations & logistics, & optimizing all last mile (3rd party, hired)
• Working towards analysis of owning vs managing hired/3rd party last mile companies.
• Optimize and manage delivery catchment areas & delivery zones manage last mile, site operations, customer satisfaction regionally.
• Work with key market stakeholders on the making sure delivery logistics kpis are met
• Assist in daily health checks of the online menu and site across all the brands, locations, and aggregators in the UAE, KSA and the region
• Assist in daily checks of the item's availability across all locations ensuring the menu health intact for a better customer experience
• Work on quick problem solving of any difficulty regarding delivery logistics, orders, and ensure call center/site manage customer expectations and is retained.
• Find and onboard delivery logistics software to optimize deliveries and link with call center.
• Develop knowledge and expertise using aggregators dashboards , and 3rd party softwares to complete the required tasks.
• Have a close relationship with aggregators on the logistics front, to address all customer and operations and delivery related concerns.
• Immediate service recovery to be initiated in case of any customer.
• Daily check on operational dashboard for a healthy order flow of all brands and locations
• Immediate rectification of any discrepancies within a site, brand, or aggregator immediately, including order disruption
• Weekly check on the operational hours and opening times – 100% accuracy
• Daily ratings & reviews check of all the brands for any logistics delivery related issues
• Immediate service recovery to be initiated in case of any customer.
• Daily check on operational dashboard for a healthy order flow of all brands and locations
• Immediate rectification of any discrepancies within a site, brand, or aggregator immediately, including order disruption
• A weekly review of all brands, locations, aggregators & the reduction of prep time. Weekly meeting with the operations team to discuss for relevant parties, followed up with a plan of action
• Weekly review of any cancellations or rejected orders to be highlighted, understand the issue, and work on immediate fix.
• Collating all refund requests for UAE sites, analysis and raising it with concerned aggregators to ensure financial benefit for the company
• Reviewing of the delivery catchments on a regular basis (weekly, monthly) to help
• Weekly test orders to understand the customer flow & experience through different aggregators.
• Checking on the delivery SLAs of all aggregators and last mile partners for better delivery experience
• All rider-related queries to be handled efficiently and executed timely and ensuring the customers are heard via the call center, or site.
• Be familiarized & knowledgeable in menu changes across VOX Cinemas and our other brands/concepts across the platforms, in our sites and in the region.
• Preparing and circulate the weekly, monthly, quarterly delivery analysis & recommended action points.
• Support on developing market research on brands and online competitive on periodic basis.
• Looking out for new and upcoming delivery / last mile services, as well as food aggregators
• Supporting onsite operations team with queries related to online whenever required.
• Supporting the Product Manager on gathering information from the different markets
• Supporting on the onboarding of brands on different platforms & locations.
• Working with cross functional teams to ensure KPIs are met for the function.
• Sending out updates and/or making operational changes to platforms, catchment, timing, zone modifications needed to keep the business running according to strategy.
• Working on monthly and weekly reporting, strategy presentations across all the markets while adding insights and learnings according to findings.
• Helping roll out strategic and tactical partnerships with our suppliers and/or food aggregators.
• Liaising with operations and sites on any key tactical or strategic campaigns running to ensure smooth delivery.
• Reviewing customer ratings and feedback on a weekly basis and delivering suggested solutions to improve each of our outlet ratings.
• Reviewing operational performance of sites across markets and address prep times, food quality and restaurant scores, while highlighting them to the key stakeholders and creating an improvement plan.
• Identifying key potential areas and cuisines per geography and creating case studies to help relay to the team to operate specific online F&B brands
• Working across multiple markets in the Middle east and liaising processes and supporting them if needed.
• Working with multiple food aggregator platforms and building relationships with them to help boost our business across them.
• Engaging in marketing research and analysis to discover new and upcoming trends.
• Support on the overall regional strategy.
• Expansions of our onboarding we are doing locally and regionally.
• Supporting last mile and own delivery initiative.
• Function support to help roll out activations.

Definition of Success
Achievement of projected online revenue across the region.
Supporting online initiatives across LEC
Other Context (if applicable):

• Consumer product mindset with a high bar for user experience tradeoffs for business growth.
• Strong understanding of consumer products and the unique challenges of a double-sided marketplace
• A self-starter relying on internal and external stakeholders feedback, while translating the data available to meet business objectives.
• Performs any additional adhoc duties as and when required by the Line Manager and/or Head of Department.

Functional Competencies

• Strong data analysis skills, ability to produce, interpret and draw conclusions from data (by using Excel and other Business Intelligence tools).
• Strong expertise in business analytics and strategy, ability to distill immense datasets to drive strategic decision
• Has worked on a delivery operations and optimization software, and is familiar with rider management, catchment areas, and providing a seamless customer experience.
• Ability to problem-solve using creative thinking and innovation.
• Requirement's analysis including planning
• Competitive analysis

Personal Characteristics and Required Background:
Personal characteristics

• Excellent oral and written communication skills.
• Demonstrated ability to serve as a successful participant that provides leadership and direction.
• Passionate self-starter, decisive and able to move with speed to implement ideas.
• Strong organization and ability to manage multiple, competing priorities.
• Utmost attention to detail and desire to roll up your sleeves.
• Autonomous, organized and a self-starter.
• Has a business owner mind set, ability to work in flexible hours and be result oriented, support during peak times, and as when required to achieve results.

Minimum experience

• Overall experience of 5 to 7 years in product life cycle
• Minimum 2 years of experience in online food delivery operations, ecommerce or related industry is a very strong plus.
• Strong customer empathy, with an ability to transform complex data and customer insights into delightful user experiences.
• Experience partnering with cross-functional teams.

Minimum Qualifications/education
Bachelor's degree in any discipline.

Job Details

Employment Types:

Full time

Industry:

Retailing

Function:

Marketing Research & Analysis

Roles:

Online / Digital Marketing

Skills:

Online Product Specialist

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