Majid Al Futtaim Hiring for Online Product Specialist Job at Dubai Full Time

Role Purpose:

The role of the Online Product Specialist (food delivery operations) is to support the Product Manager with the implementation of the F&B online delivery product roadmap, vision, and strategy across Leisure, Entertainment & Cinemas. This role will support the manager to rollout the product monetization initiatives across web & mobile apps and scaling along with building the customer journey for online food delivery.

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.