Requirements
Bachelor’s degree in Business Administration, Commerce, Marketing, or a related field. 4–6 years of experience in online sales, e-commerce, social commerce, telesales, or contact center sales, including at least 2 years in a supervisory or team leadership role. Proven track record of achieving sales targets and managing sales teams. Experience managing customer sales operations across websites, WhatsApp, social media, phone, and other digital channels.Strong understanding of sales KPIs, including conversion rate, response time, average order value, order completion rate, and cancellation rate.Hands-on experience with CRM, ERP, order management, and customer communication systems.Good knowledge of Microsoft Excel or Google Sheets and the ability to prepare and analyze performance reports.Familiarity with e-commerce platforms such as WooCommerce and online inventory management is preferred.Strong leadership, coaching, problem-solving, and decision-making skills.Excellent communication, negotiation, and customer-handling skills. Strong analytical skills and the ability to take corrective action based on performance data. Fluency in Arabic and good command of written and spoken English. Experience in retail, FMCG, food, gifting, or a high-volume online sales environment is preferred. Ability to work under pressure and maintain performance during peak seasons. Flexibility to work according to operational needs, including weekends and rotating shifts when required.
Description
Key Responsibilities: Support the development and execution of online sales plans in coordination with the Online Sales Manager. Ensure the online sales team achieves its daily, monthly, and annual sales targets and performance KPIs. Oversee sales operations across the company’s website, WhatsApp, designated social media Platforms, phone, and hotline. Assign daily tasks to team leaders and supervisors and monitor execution, productivity, attendance, and shift coverage. Monitor response times, sales conversations, call quality, and compliance with approved sales scripts and customer service standards. Review daily sales reports, conversion rates, order completion rates, response times, and cancellation rates, and take immediate corrective action when required. Monitor the complete order cycle, from customer inquiry and order registration to handover to logistics and successful delivery. Ensure product information, availability, prices, and promotions are accurately updated across all digital sales channels in coordination with the Marketing, Website, and Supply Chain teams.Coordinate with the CRM team to resolve customer complaints, identify root causes, and prevent recurring issues. Analyze online customer behavior, sales funnel performance, and campaign results, and submit weekly and monthly performance reports. Work with the Marketing and Website Development teams to improve the online customer journey and increase conversion rates. Develop and improve sales scripts, standard replies, and automated response scenarios used by the online sales team. Train and coach new and existing team members on approved sales techniques, systems, and customer-handling standards. Support the development of team incentive plans to improve productivity and sales performance. Coordinate with the Supply Chain and Inventory teams to ensure sufficient product availability for online sales. Perform the responsibilities of the Online Sales Manager during their absence. Prepare and submit accurate daily, weekly, and monthly reports to the direct manager within the required deadlines.