Head of Logistics & Order Management

Job Description

Responsible for managing Logistics, order management and customer facing activities for a multinational FMCG company in KSA & Gulf Area

We’re seeking a proactive and customer-centric Snr Manager to lead the final stage of our logistics operations. This role combines operational excellence with direct customer engagement, ensuring that deliveries are not only timely and accurate—but also leave a lasting positive impression. It is expected that the manager handle all day-2-day operations with multinational client managing all the stakeholders and governing the deliverables of those operations.  

Similar Titles: Head of Deliver, Senior supply chain manager deliver

Key Responsibilities

Oversee four main supply chain functions:

• Logistics
• SMS
• Order management
• Customer Facing

• Manage people (portfolio share, work allocation, attrition, leaves, etc.) 

• Manage escalations and re-prioritizations 

• Assist team-members with exceptional situations or customer escalations 

• Report SLA, KPIs, trackers, etc… 

• Ensure accurate and timely order processing, picking, packing, and shipping 

• Implement and optimize fulfillment workflows, KPIs, and SLAs 

• Collaborate cross-functionally with supply chain, customer service, and tech teams 

• Ensure compliance with safety, inventory, and quality standards 

• Drive continuous improvement initiatives for speed, accuracy, and cost-efficiency 

Reporting & Stakeholder Engagement

• Maintain and continuously update trackers, dashboards, and shipment databases.
• Share timely reports and updates with internal and external stakeholders.
• Respond to operational queries.
• Conduct regular review calls with all stakeholders.

Risk & Issue Management

• Escalate operational or business issues promptly with full details to support rapid decision-making.
• Identify and mitigate risks related to regional or local tensions affecting Arabia operations.
• Support contingency planning to minimize operation disruption.

KPIs: 

• Order Management 

• Transport Plan Delivery- In full 

• Order Fulfillment 

• Transport Plan Delivery- On time 

• Ticket resolution time 

• SOA compliance for exceptions  
• CCFOT – Fill Rate.

• Transport Plan Delivery- In full 

• Invoice validation Accuracy 

Qualifications & Skills

Required

• 8-12 Years Experience in Supply Chain is a MUST. 

• Proven track record in fulfillment/logistics operations (e.g., e-commerce, retail, 3PL) 

• Strong leadership and people management experience—motivating teams to excel 

• Exceptional problem-solving and decision-making abilities 

• Data-driven mindset with experience in metrics and performance analysis 

• Excellent communication and organizational skills