LOUIS EMILE CHAPNGHA
Dubai
Summary
Results-driven professional with a proven track record of enhancing operational efficiency through strategic leadership and robust policy development. Expertise in monitoring and analyzing key operational metrics enables proactive risk management that effectively mitigates potential challenges. Strong stakeholder relationships foster seamless collaboration across departments and with external partners, ensuring alignment toward common goals. Committed to continuous improvement, empowering teams to deliver exceptional service while maintaining operational integrity, ultimately driving overall organizational success.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Fulfilment & Last Mile Ops Manager (Country)
Floward
06.2023 - Current
- Developed and implemented operational policies and procedures to enhance organizational efficiency and effectiveness
- Monitored and analyzed operational metrics to identify areas for improvement and executed necessary process adjustments
- Managed the operations department budget, including resource allocation and expense oversight
- Identified operational risks and opportunities, devising strategies to mitigate risks and leverage potential benefits
- Built and maintained strong relationships with key stakeholders, including customers, suppliers, and internal departments
- Led and developed a team of employees through hiring, training, and performance management initiatives
- Ensured compliance with all relevant laws, regulations, and industry standards related to operations
- Continuously evaluated and improved processes and systems to optimize operational performance
- Provided regular reports and updates on operational performance to senior management
- Collaborated with other departments to align operational activities with overall strategic goals
- Oversaw the smooth functioning of all divisions under operations, ensuring seamless coordination and performance
- Defined team responsibilities and key accountabilities to ensure clarity and accountability
- Worked closely with senior management on strategic initiatives to support organizational growth and efficiency
- Managed complex projects, ensuring timely delivery and alignment with organizational objectives
Director Of Operations
BloomingBox.com
05.2022 - 05.2023
- Contributed to establishing the company as a market leader, achieving a total revenue of 28M AED in 2022 with a diversified revenue split across B2C, B2B, and B2B2C channels.
- Managed B2C operations, overseeing online and offline sales channels, and driving growth through enhanced customer engagement and purchase strategies.
- Increased online order volume and repeat rate by optimizing the customer experience and loyalty initiatives.
- Led B2B revenue generation efforts, establishing scalable capabilities in hiring, product development, and partnership building.
- Expanded B2B2C revenue streams by developing new product offerings and strengthening relationships with key platforms.
- Reduced packaging costs by establishing an in-house print facility and renegotiating supplier prices, resulting in improved cost efficiency.
- Collaborated with the product team to enhance product offerings and explore new sales channels, contributing to incremental revenue growth.
- Implemented vehicle branding initiatives across the fleet, enhancing brand visibility and marketing presence.
- Ensured exceptional customer service standards, maintaining a Net Promoter Score (NPS) of over 95%.
- Optimized delivery operations to ensure a high-quality customer experience, achieving a delivery success rate of 99% within 60 minutes across the UAE, including faster deliveries in designated areas.
- Delivered a superior customer support experience, maintaining a CSAT of 95% and accumulating a high volume of positive Google reviews with an average score of 4.9.
- Improved customer retention from 20% to 33% by deploying a CRM system to centralize customer data and enable loyalty programs.
- Upgraded the facility infrastructure to meet health and safety standards, including obtaining HCCAP certification and creating a dedicated workspace environment.
Last Mile Projects Lead International HO
Majid Al Futtaim
03.2021 - 04.2022
- Led the successful launch of Quick commerce e-grocery operations in UAE, establishing eight new outlets to expand market presence.
- Implemented cost control measures to reduce Last Mile (LM) expenses for On-Demand fleet, enhancing control and visibility across multiple countries.
- Managed the rollout of a Last Mile SaaS solution across several countries, including Pakistan, Qatar, KSA, UAE, Oman, Kenya, and KWT, to improve operational efficiency.
- Developed and standardized Last Mile processes across all operational regions to ensure consistency and scalability.
- Monitored and analyzed delivery performance metrics to optimize productivity of drivers, dispatchers, and supervisors.
- Drove initiatives to improve delivery efficiency by leveraging the On Time Handover (OTH) data to enhance operational performance.
- Led the launch of e-commerce operations in Georgia, including vendor sourcing, onboarding and onboarding for Last Mile services.
- Streamlined marketplace processes for UAE and KSA, supporting the rollout of online pharmacy delivery services within the UAE.
- Managed Last Mile performance across multiple countries by identifying operational challenges and implementing process improvements.
- Negotiated competitive rates with Last Mile vendors to optimize costs and enhance service quality.
- Led API integrations with new vendors and requested system enhancements to improve customer experience through existing solutions.
- Conducted data mapping analysis in various countries to maximize the potential of high-density and high-potential touchpoint areas.
- Analyzed project cost-benefit scenarios to secure stakeholder buy-in prior to execution.
- Managed project execution by coordinating with internal teams and external partners to ensure alignment with project plans.
- Developed and maintained standard operating procedures, providing training and coaching to ensure compliance.
- Identified potential risks proactively and developed mitigation strategies for new strategic initiatives, communicating effectively with management.
Last Mile Manager Ecommerce UAE HO
Majid Al Futtaim
01.2018 - 03.2021
- Managed end-to-end Last Mile project operations for e-commerce retail initiatives at MAF Hypermarkets, including platforms such as www.carrefouruae.com and www.istashop.ae
- Designed and implemented comprehensive Last Mile processes to enhance operational efficiency and customer satisfaction
- Ensured seamless technological and operational deployment of Last Mile procedures across multiple channels
- Developed SMS communication strategies for home delivery customers and coordinated system integration between Last Mile carriers and SMS providers
- Managed API and system integrations between Last Mile carriers and website administrators to streamline order fulfillment
- Oversaw cost control initiatives and implemented strategies for cost reduction within Last Mile operations
- Prepared and led the implementation of SLAs and SOPs for Last Mile service providers to ensure service quality and consistency
- Coordinated branding efforts for last mile vehicles in accordance with corporate design standards
- Monitored and analyzed Last Mile KPIs to identify opportunities for process optimization and cost savings
- Tracked and evaluated last mile performance through various systems to ensure delivery targets and quality standards
- Managed multiple Last Mile projects across different MAF Hypermarkets, including valet trolley services, E-food, and express delivery solutions
- Drove the development of innovative solutions to improve the final mile delivery experience and operational efficiency
- Developed new operational models and enhanced existing network strategies to improve speed, customer experience, and potential cost savings, including dedicated fleet and on-demand options
- Evaluated emerging technologies and solutions to enhance delivery performance and customer satisfaction
- Managed RFP processes, providing expertise to select optimal supply chain services and carriers based on value and performance
- Reviewed and implemented processes and controls to meet or exceed customer expectations for home delivery services
- Enhanced freight claim analytics and led initiatives to reduce damaged products during transit
- Oversaw reporting on KPIs, order cycle times, and on-time delivery metrics in collaboration with carriers and vendors
- Coordinated quarterly business reviews with carriers and internal teams to ensure continuous improvement and alignment with business goals
Logistics Operations Controller Ecommerce
www.noon.com
08.2015 - 12.2017
Education
Master of Business Administration - MBA - Logistics, Materials, and Supply Chain Management
SWISS SCHOOL OF MANAGEMENT
Dubai, UAE01.2025
Diploma - Logistics, Materials, and Supply Chain Management
Alison
Online01.2023
Bachelor of Arts - Linguistics
Anglo Saxon University of Buea
Cameroon01.2009
Skills
- Operations
- Performance Management
- Operations Management
- Negotiation
- Ecommerce
- Supply Chain
- Analytics
- Cost Reduction
- Application Programming Interface (API)
- Leadership
- Last & Middle Mile
Certification
- Driving license
- Automatic Licence
LANGUAGES
French (Advanced High)
English (Advanced High)
Timeline
Fulfilment & Last Mile Ops Manager (Country)
Floward
06.2023 - Current
Director Of Operations
BloomingBox.com
05.2022 - 05.2023
Last Mile Projects Lead International HO
Majid Al Futtaim
03.2021 - 04.2022
Last Mile Manager Ecommerce UAE HO
Majid Al Futtaim
01.2018 - 03.2021
Logistics Operations Controller Ecommerce
www.noon.com
08.2015 - 12.2017
Master of Business Administration - MBA - Logistics, Materials, and Supply Chain Management
SWISS SCHOOL OF MANAGEMENT
Diploma - Logistics, Materials, and Supply Chain Management
Alison
Bachelor of Arts - Linguistics
Anglo Saxon University of Buea
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