E-commerce operations management

We set the operating routine behind your online business: how orders arrive, are picked, reach the carrier and the customer, and come back when they must. One named lead owns the weekly cycle, the exception list and the monthly report, and holds your teams, warehouse and carriers to measures agreed with the board.

• An order-journey map from checkout to delivery, with an owner and a time limit for every step.
• A weekly operating cycle: queue review, stock check, carrier handover and exception list.
• A daily exceptions sheet for stalled, cancelled and failed orders, closed with a cause.
• A monthly operating report on one page: orders, fulfilment time, delivery success, refund rate and contribution per order.
• A standard operating procedure set for the routine tasks.

• Orders move from placement to dispatch against a time limit, and the board reads order-to-dispatch time.
• First-attempt delivery success is reported beside the cancellation and refund rate, with each refund traced to its cause.
• Contribution per order is read after fulfilment and returns cost, so growth is judged on margin.
• Stalled, cancelled and failed orders close with a cause, and the share closed within the agreed time is on the monthly report.

Sales grow faster than the operation behind them. Orders stall between the store and the warehouse, cancellations and late parcels reach the customer service inbox first, and no weekly view shows where the order journey loses time and money.

• Customer service tells you about operational problems before the operation does.
• Orders sit unpicked over weekends and nobody owns the queue.
• The storefront, the warehouse and the carriers each report a different order count.
• A key employee holds the whole routine and a holiday exposes it.
• Cancellations and refunds are rising and the cause is unclear.

Growing merchants, family businesses moving into online sales and international brands selling into Gulf markets, whose storefront works but whose operation depends on two or three people holding the detail in their heads.

Qasim Abbas set the capital logic behind a blended last-mile fleet of about 1,000 vehicles at BaladiMart, part of Al Baladi Group, so he reads a fulfilment routine through its cost per order. Your operations report that cost beside every routine we supervise.

We work with the commerce platform, order system and ledger you already run, and with your warehouse and carriers. See how fees work.

Which e-commerce platforms can you work with?

Any platform the group already runs. We read its order data and agree how orders flow to the warehouse and carriers.

How is this different from hiring an operations manager?

A manager is a salary and a seat. This mandate puts the routine, the exception list and the monthly report in place, and prepares the group to hire when it chooses.

Describe your order volume and sales channels at a private briefing. We return the layout of your operating report and the weekly cycle that produces it.