Ahmad Zahid

Experienced in managing e-commerce operations for 125+ websites and apps across 7 MENA markets, supporting major brands like H&M, Bath & Body Works, Victoria’s Secret, and more. Skilled in end-to-end operations including payment gateway management (Checkout.com, Tamara, Tabby, K-net), order management systems, front-end/back-end support, and customer complaint resolution. Collaborating cross-functionally with IT, Finance, Brand Teams, Content Team, Payments Team, Loss Prevention & Audit, Change Management, Logistics, Customer Service, Retail Operations, Project Management Team, Marketplaces, and the Data Team to ensure a seamless and efficient customer journey. Strong analytical abilities with proficiency in Power BI for performance tracking and data-driven decision-making.

Collaboration with Key Teams – Responsibilities Overview

IT

• Coordinate with IT to resolve website/app bugs promptly
• Escalate and resolve system delays quickly
• Ensure accurate stock display on site
• Maintain synchronization between stores, products, and backend warehouse systems
• Resolve customer journey issues swiftly for a seamless experience

Finance Team

• Reconcile manually updated orders
• Identify and report correct write-offs
• Track and report manual refunds to finance

Brand Teams

• Assist with site/app issues and store management (creation, enabling/disabling, updates)
• Support in creating both bulk and case-specific promo codes
• Help in category creation with accurate product placement and attributes
• Maintain a promotional calendar to ensure customer experience during peak sales

Content

• Ensure frontend updates on site/app align with backend systems
• Post urgent disclaimers or banners during downtime or emergencies
• Maintain SLAs for Home Delivery and Click & Collect services
• Verify product descriptions for accuracy and proper mapping
• Ensure correct delivery and surcharge rates are visible to customers

Payments

• Address chargebacks in a timely manner
• Monitor cancellations/refunds and flag outliers
• Generate payment links for special cases
• Resolve all dispute cases with payment partners

Loss Prevention & Audit

• Notify LP team of suspicious orders
• Collaborate with Audit to prevent misuse of promo codes
• Identify and block fraudulent orders (IP and accounts)
• Get all SOPs reviewed by the audit team

Change Management

• Support CM team in preparing training materials for stores and brand teams
• Keep SOPs updated and ensure relevant teams receive adequate training
• Conduct sessions to identify pain points and develop user-friendly documentation

Logistics

• Manage delivery matrix
• Ensure SLA adherence for Home Delivery & Click & Collect
• Enable/disable delivery services based on forecasts and backlogs
• Track warehouse inventory vs. site display
• Monitor forward and return journeys and ensure system updates

Customer Service

• Track and manage valid complaints to stay under threshold
• Provide support in promo code creation, link generation, and ministry complaints
• Monitor exception approvals to stay within limits
• Validate all refunds and promo codes before issuance
• Ensure adherence to processes by the CS team

Retail Operations

• Collaborate with area managers for smooth omni-channel operations
• Escalate non-compliance with SOPs by stores
• Support 600+ stores in resolving system-related issues
• Ensure Click & Collect process runs smoothly with no store delays

Project Management

• Roll out new features for site and app
• Provide backend enhancement requirements
• Conduct compliance checks before any market-specific rollouts

Marketplaces

• Manage marketplace orders and stock accuracy
• Coordinate with Namshi and Trendyol to avoid delays or stuck orders
• Minimize cancellations to maintain strong vendor performance

Data

• Generate delivery tracking reports
• Create custom sales reports (net/gross)
• Monitor store performance and analyze delivery service impact on sales

Managed rider experience and logistics operations, including KPI tracking and account management for 300+ third-party suppliers. Led meetings with owners and supervisors to review performance and implement improvement plans. Improved satisfaction scores through feedback analysis, optimized delivery zones, ensured compliance, and supported marketing initiatives to boost rider engagement and efficiency.

● Experience and Satisfaction Score Management: Implemented the "Riders Feedback" project,

● Operational Zone Setup and Special Projects: Collaborated in the strategic launch of new delivery

● Safety and Compliance: Identified and addressed rider compliance issues, leading to the development

● External Communication: Steered communications with 300+ external suppliers, fostering long-lasting

● Logistics and Order Cycle Management: Successfully optimized delivery system operations, resulting in reaching target Delivery Time (DT) and enhancing efficiency in order processing cycle with third-party

● Marketing Campaigns Coordination: Collaborated on video content creation and initiated a recognition

• Oversaw end-to-end order lifecycle with a focus on quality assurance and customer satisfaction. Managed staff scheduling, optimized operations, resolved complaints, and coordinated with store managers for menu updates and live order flow. Generated performance reports and ensured prompt item replacements to maintain service quality and efficiency.
• ● Monitored the order life cycle, ensuring efficient order processing from placement to delivery, and
• implemented quality assurance measures to maintain high standards before order dispatch.
• ● Successfully scheduled and managed staff based on demand, ensuring smooth operations and
• optimal performance.
• ● Optimized processes to improve efficiency, implemented quality assurance measures, and effectively
• resolved customer complaints, showcasing problem-solving skills and adaptability.
• ● Demonstrated effective leadership and decision-making skills by leading and coordinating with store
• managers for menu updates and managing live order flow.
• ● Generated weekly & daily reports on store and picker performance, showcasing strong organizational
• and prioritization abilities.
• ● Promptly suggested replacements for out-of-stock items within a similar price range, effectively
• addressing customer concerns and ensuring customer satisfaction.