Dijana Zarkovic
Dubai
Summary
Senior Digital & E-commerce Operations Leader with over 12 years of overall experience across retail, digital ecosystems, and e-commerce platforms in Dubai. Driving end-to-end e-commerce operations, cross-border fulfilment, marketplace management, and post-purchase strategy. A proven leader in digital transformation and process automation, adept at designing multi-departmental ticketing frameworks, optimizing CRM systems, and managing cross-functional supply chain logistics. Recognized for building scalable operational workflows, coaching high-performing teams, optimizing resource allocation, and elevating overall customer retention and efficiency.
Overview
3
3
Languages
13
13
years of professional experience
Work History
Senior Digital & E-commerce Operations Manager
Liwa Trading Enterprises LLC
Dubai, UAE
01.2025 - Current
- Lead end-to-end digital and e-commerce operations across online channels and marketplaces, overseeing order management, fulfilment, logistics, delivery, returns and post-purchase processes across UAE and cross-border operations.
- Oversee e-commerce and marketplace operations across multiple brands, managing product onboarding, catalogue and content optimisation, platform requirements, order flows and operational performance.
- Drive cross-functional operational performance across E-commerce, Logistics, Merchandising, Technology, Stores and external marketplace and courier partners, ensuring efficient workflows, SLA adherence and seamless order fulfilment.
- Built and directly managed the Order Processing & Post-Purchase Operations team, establishing KPIs, SOPs, workflows and training programmes to strengthen operational efficiency and performance.
- Lead digital transformation and process automation initiatives, contributing to automated order-processing and returns workflows and designing a Freshdesk support framework across 10+ departments, including ticket categorisation, SLA governance, escalation workflows and performance tracking.
- Optimise CRM, e-commerce platforms and digital self-service capabilities, leveraging Zoho CRM, Shopify and chatbot automation to improve operational efficiency, customer retention and the overall digital journey.
- Achieved and maintained a 5% CPO rate through structured post-purchase communication, feedback initiatives, self-service automation and continuous customer journey optimisation.
- Use operational, digital and customer data to identify performance gaps, develop improvement strategies and implement scalable processes that enhance efficiency, fulfilment performance and the end-to-end online experience.
Customer Success Operational Lead
Apple
Dubai
06.2017 - 12.2024
- Lead and inspire a 20-member Customer Success team, driving high-quality customer experiences and operational performance.
- Oversee end-to-end operational activities across Customer Success, ensuring alignment with business objectives, service standards and performance targets.
- Foster a collaborative, high-performing team culture focused on customer satisfaction, accountability and continuous improvement.
- Direct the day-to-day operations of the Customer Success function, optimising workflows and processes to improve efficiency and service delivery.
- Develop and implement operational procedures and strategies to improve customer success metrics, quality and overall customer satisfaction.
- Oversee logistics and supply chain processes supporting customer success, including inventory management and product distribution.
- Manage relationships with suppliers and vendors, ensuring optimal inventory levels and timely delivery of products and services.
- Maintain effective customer communication and escalation processes, addressing inquiries, concerns and feedback in a timely manner.
- Provide team training, resource planning and operational support, ensuring the team has the knowledge and resources required to perform effectively.
- Define and monitor KPIs and performance metrics at team and individual level, using insights to drive continuous improvement and operational results.
Senior Sales Consultant
Apple
Dubai
06.2017 - 06.2018
- Providing unique customer experience by understanding and addressing individual needs.
- Collaborating on store activities, including visual merchandising, and supporting team members.
- Consistently surpassing sales targets and resolving issues effectively.
- Thriving in various environments and maintaining high-quality customer interactions.
Sales Supervisor
Harvey Nichols
Dubai
10.2015 - 05.2017
- Build and maintain strong customer relationships, ensuring exceptional service and addressing customer inquiries or concerns promptly.
- Lead and motivate a sales team, fostering a high-performance culture focused on achieving and exceeding sales targets.
- Provide ongoing training and development for the sales team, equipping them with product knowledge, sales techniques, and excellent customer service skills.
- Analyze sales performance metrics, track key performance indicators (KPIs), and use data-driven insights to identify areas for improvement and implement targeted strategies.
Department Manager
Red Valentino
Dubai
03.2014 - 09.2015
- Monthly strategy sessions to enhance performance across three Dubai outlets: Mall of the Emirates, Wafi Mall, and Gallery Lafayette in Dubai
- Mall.
- Analysed daily and weekly sales results and maintained ongoing, productive dialogue with area manager and peers on sales performance.
- Kept awareness of competitor activity and developed ideas to promote store.
- Maximised profitability through efficient budgeting and identified opportunities for growth.
- Set SMART goals for store team, developing staff abilities and increasing sales performance.
- Monitored stock levels and wrote timely order supply requests to replenish merchandise.
- Assisted in recruiting, hiring and onboarding store staff.
- Built brand loyalty by promoting company loyalty schemes, hosting events and engaging with repeat customers.
Education
Bachelor's degree - Teaching and Languages
University of Philosophy
Sarajevo, Bosnia and Herzegovina01-2011
Skills
- Digital & E-commerce Operations
- Marketplace & Order Management
- Cross-Border Logistics & Fulfilment
- Process Automation & Digital Transformation
- SLA Governance & Ticket Categorization
- Catalogue & Content Optimization
- Zoho CRM & Shopify Platforms
- Post-Purchase Operations & CPO Optimization
- Cross-Functional Team Leadership
- SOP Development & KPI Tracking
- Vendor & Stakeholder Management
- Customer Experience & Retention Strategy
Nationality
Bosnian
Languages
Bosnian, Serbian
First Language
English
Proficient
C2
Italian
Advanced
C1
Timeline
Senior Digital & E-commerce Operations Manager
Liwa Trading Enterprises LLC
01.2025 - Current
Customer Success Operational Lead
Apple
06.2017 - 12.2024
Senior Sales Consultant
Apple
06.2017 - 06.2018
Sales Supervisor
Harvey Nichols
10.2015 - 05.2017
Department Manager
Red Valentino
03.2014 - 09.2015
Bachelor's degree - Teaching and Languages
University of Philosophy