E-Commerce Operations Manager

Job Description

About Us: Nurivio.com is a fast-growing, Dubai-based e-commerce brand owned by a multi-e-commerce website holding company. Other websites in the portfolio have grown to over 40,000 customers, and this is an opportunity to join the newest website and play a key role in shaping its success. As the first full-time employee, you will work directly with the CEO and have a clear path to leadership as the company scales.

Key Responsibilities

Shopify & CRO Management

• Oversee Shopify operations, product listings, pricing, and promotions.
• Manage Shopify plugins, integrations, and automation tools.
• Manage affiliate programs and conduct influencer outreach.
• Optimise checkout flows, A/B test landing pages, and drive conversions.

Fulfilment & Inventory Management

• Manage multi-warehouse operations (Dubai & Netherlands) and coordinate with 3PL partners.
• Track inventory levels, forecast demand, and manage restocking.
• Understand lead times and optimise order replenishment.

Customer Service & Dispute Resolution

• Handle customer inquiries, disputes, and escalations.
• Experience with Zendesk or similar ticketing tools is required.
• Manage PayPal Resolution Centre to handle disputes effectively.
• Reduce refund rates and chargebacks by improving fulfilment and support quality.

Business Operations & Efficiency

• Create and manage P&L reports, expenses, and profitability tracking.
• Communicate with partners, suppliers, and logistics providers.
• Implement AI tools and automation for operational efficiency.
• Develop SOPs and track key performance indicators (KPIs).

Marketing & Analytics Support

• Have an understanding of social media management.
• Work alongside external marketing partners to coordinate promotions and campaigns.
• Familiarity with Google, Meta, and TikTok ads, with experience using Facebook Business Manager being a plus.
• Knowledge of Google Analytics, Google Tag Manager, and Hotjar is an advantage.

Qualifications

• 3-5 years in e-commerce operations, fulfilment, or Shopify management.
• Experience with multi-warehouse operations and international logistics.
• Extensive Experience in Shopify, CRO strategies, and automation tools.
• Strong understanding of customer support tools such as Zendesk and PayPal Resolution Centre.
• Highly organised, proactive, and tech-savvy.
• Famliarity with Google Analytics, Google Tag Manager, or Hotjar is a plus.
• Familiarity with Facebook, Google, or TikTok advertising and email marketing tools like Klaviyo is a plus.
• An understanding of e-commerce operations in Dubai is a plus but not required.