Team Lead, Fulfillment Operations

About the role

We are looking for a proactive, hands‑on Team Lead to manage the day‑to‑day fulfillment operations for the Dubai Mall Online platform. Reporting to the Fulfillment Supervisor, you will oversee order pickups, consolidation, dispatch and last‑mile delivery, ensuring a seamless experience for customers and retail partners.

Key responsibilities

• Lead the execution of order fulfillment activities across each shift, managing the live order queue.
• Allocate pickups and deliveries to the Delivery Concierge team and coordinate driver assignment, route planning and shift briefings.
• Monitor service level agreements for same‑day and next‑day deliveries and take corrective action on delays or failed deliveries.
• Escalate critical operational issues to the Fulfillment Supervisor while resolving routine problems in real time.
• Coordinate timely collection of orders from luxury and premium retailers, verify accuracy and ensure smooth transfer through the fulfillment process.
• Support the scaling of the business by overseeing the Consolidation Centre and warehouse operations as the network expands.

Required profile

• Proactive and hands‑on leader with experience managing a floor‑based operations team.
• Strong problem‑solving abilities and capacity to make quick decisions under pressure.
• Excellent communication skills to coordinate with delivery staff, retailers and internal stakeholders.
• Ability to maintain high service standards and drive continuous improvement.

Required skills