Job description

Overview of the Role

The Head of Digital will be accountable for the entire Digital operations across all MENA regions to deliver sales and profit targets whilst providing a market-leading customer experience.

The job holder is responsible for developing the current digital operation, ecosystem, and customer journey while spearheading growth and innovation across all digital channels. The role holder will ensure service excellence, operational efficiency, and commercial success while meeting business objectives in line with budget and company business plans for the entire MENA region.

The role holder is responsible for managing all Digital channels including the Retail App, eCommerce websites, Marketplace partnerships, Omnichannel initiatives, and external strategic digital partnerships operating across the UAE, Oman, Bahrain, Qatar, Kuwait, KSA, and Egypt.

The job holder will be responsible for the entire Digital operation from strategy, customer experience, technology, and processes through to trade performance, commercial planning, financial profitability, vendor management, legal compliance, and overall performance in collaboration with the Digital MD and Retail Leadership Team.

The individual will form part of the Retail Leadership Team and operate across all functions to ensure consistency, economies of scale, innovation, and performance across each territory.

This position is critical to the success of the Retail MENA operations which include overall business growth, omnichannel development, customer acquisition and retention, and the continued shift in customer shopping habits. This will be achieved through holding end-to-end P&L accountability and delivering best-in-class digital experiences.

The role is responsible for stakeholder engagement with the Principal, Retail functional leads, Central Retail teams, Technology, and Digital functions.

What You Will Do

Strategy & Business Development

• Develop, build, and lead the Retail Digital Strategy and roadmap for business development.
• Focus on expanding brand presence, driving profitable growth, and aligning with group priorities.
• Understand digital trends across each region and ensure the business remains relevant, innovative, and competitive.
• Continually explore opportunities to enhance customer experience, loyalty, personalization, and data-driven decision-making.
• Recognize new commercial opportunities within a retail environment to grow sales and market share.
• Build and develop the Digital team, capabilities, and operating model to support future growth.

Trade & Operations

• Manage and trade digital platforms across multiple markets throughout the MENA region.
• Ensure digital merchandising excellence across all online channels.
• Deliver market-specific solutions that drive localization, customer engagement, and conversion.
• Ensure promotional and marketing activities drive sales growth, profitability, and customer loyalty.
• Leverage the commercial calendar and business priorities to ensure consistency and operational excellence across territories.
• Lead digital platform developments, upgrades, and migrations to enhance capability and customer experience.
• Broaden digital footprint through strategic marketplace and third-party partnerships.
• Explore new digital channels and business opportunities to drive incremental revenue.
• Drive omnichannel initiatives including Click & Collect, Ship from Store, Endless Aisle, and store-integrated digital experiences.
• Lead digital-first development for new store openings and customer engagement initiatives.
• Drive awareness, adoption, and engagement of digital channels through training, development, and continuous improvement.
• Drive customer engagement and feedback through NPS, VOC, analytics, and customer insights across each market.
• Ensure operational excellence through monitoring performance metrics, service levels, and customer satisfaction indicators.

Financial and Business Planning

• Manage stakeholders effectively across Retail Operations, Merchandising, Buying, Marketing, Finance, Technology, and Logistics to deliver KPIs in line with the sales plan and budgeted costs.
• Build and deliver annual budgets aligned with the business plan.

Budgets are as below:

• eCommerce Website
• Retail Mobile Application
• Marketplace & Third-Party Partnerships
• Omnichannel Initiatives
• Customer Acquisition & Digital Marketing Investment
• Platform Development & Technology Enhancements
• Digital Transformation Projects
• Conduct feasibility studies for new markets, channels, and expansion opportunities.

Projects:

• Digital Platform Migration
• Omnichannel Transformation
• Customer Experience Enhancement Programs
• Technology & Automation Initiatives
• Marketplace Expansion
• New Market Entry Assessments
• Identify and deliver new digital initiatives.

People

• Work with HRBP to deliver people solutions that create employee engagement and ensure compliance with HR policies and local legislation.
• Develop succession plans to sustain continuity and talent development.
• Maintain a training and development programme to ensure the team receives appropriate learning and capability-building opportunities.
• Role model Retail and Al-Futtaim Leadership Competencies and Way Behaviours as a senior leader.
• Build, coach, and develop teams across each region whilst ensuring a strong talent pipeline.
• Ensure clear goals, objectives, and accountabilities are communicated throughout the digital organization.
• Drive a "Digital as Usual" mindset throughout the wider Retail business.

Corporate and Brand

• Promote Brand and Corporate Values throughout the Digital function and ways of working across Retail and support functions.
• Ensure compliance with all relevant legislation, regulations, security standards, and corporate governance practices.
• Partner with Retail functions to develop best practices and maintain effective working relationships.
• Regularly and proactively communicate with brand principals and key stakeholders to ensure strong partnerships.

• Work with internal and external stakeholders to resolve issues and identify opportunities to improve performance, customer experience, and profitability.

Skills

Required Skills to be Successful

• Proven track record of success in managing end-to-end Digital operations to budget and timeline.
• Strong working knowledge across Digital ecosystems, eCommerce platforms, mobile applications, marketplace operations, and backend integrations.
• Strong stakeholder management and engagement skills.
• Up-to-date knowledge of digital retail trends, omnichannel best practices, and emerging technologies.
• Experience managing and leading teams across multiple locations and markets.
• Demonstrated ability to deliver financial budgets and key performance indicators.
• Strong understanding of customer insights, analytics, and customer-centric retailing.
• Strong leadership and people management skills.
• Excellent time management and prioritization skills.
• Fact-based, assertive, and respectful decision-making approach.
• Strong problem-solving, conflict management, and decision-making capability.
• High levels of motivation, resilience, and accountability.
• Ability to act as a change agent within the organization.
• Strong customer centricity and ownership mindset.
• Commitment to continuous improvement and innovation.
• Strong commercial and financial acumen.
• Competent in MS Office, ERP systems, Digital platforms, and analytics tools.
• Experience leading complex multi-country digital and omnichannel operations.
• Excellent communication, presentation, and influencing skills.

What Equips You for the Role

• Bachelor's Degree in Business, Marketing, Digital Commerce, Retail Management, Technology, or equivalent.
• 10+ years of experience within Digital Commerce, Omnichannel Retail, eCommerce, Digital Transformation, or related fields.
• Significant experience managing all aspects of Digital including Trade, Customer Experience, Commercial Operations, Team Leadership, Training & Development, Process Design, and Operational Management.
• Experience building Digital roadmaps, strategy, and transformation plans.
• Proven P&L Accountability and ownership.
• Strong analytical and problem-solving capability with high attention to detail.
• Experience leading regional or multi-country Digital operations within a retail environment.
• Demonstrated success driving growth, profitability, customer experience, and digital transformation initiatives.