LOUIS EMILE NKWENJA CHAPNGHA
Dubai,United Arab
Emirates
Summary
Results-driven Management professional with Over 8 years in the ecommerce sector with verifiable track record of delivering excellence and a memorable digital shopping experience from the moment an order is placed, down through different touch points ranging from Fulfilment, Customer Service, Finance, Safety and Security, Quality, Branding, not forgetting tracking, right up until the final delivery at the customer’s doorstep.
Overview
8
8
years of professional experience
Work History
UAE Operations Manager
Floward Mena Trading LLC
Dubai, UAE
06.2023 - Current
- Develop and implement operational policies and procedures to improve efficiency and effectiveness.
- Monitor and analyze operational metrics to identify areas of improvement and implement necessary changes.
- Manage and oversee the budget for the operations department, including allocating resources and managing expenses.
- Identify and manage risks and opportunities related to operations and develop strategies to mitigate risks and capitalize on opportunities.
- Build and maintain strong relationships with key stakeholders, including customers, suppliers, and other departments within the organization.
- Manage and develop a team of employees, including hiring, training, and performance management.
- Ensure compliance with all relevant laws, regulations, and standards related to operations.
- Continuously evaluate and improve processes and systems to enhance operational efficiency and effectiveness.
- Provide regular reports and updates on operational performance to senior management.
- Collaborate with other departments within the organization to achieve overall strategic goals.
- Make sure that all the divisions under OPS are functioning in a smooth manner.
- Define responsibilities and the key accountabilities for the teams.
- Work closely with the Senior Management on the key strategic initiatives.
- Manage complex projects.
Director of operations
BloomingBox Gift LLC
Dubai, UAE
05.2022 - 04.2023
- Cost
- Helped the company become a market leader closing 2022 with 28 M AED With the breakdown as follows, B2C: 84% (85% Online 15% Offline), B2B: 8%, B2B2C: 8%. The split by city Dubai: 50%, Abu Dhabi & Al Ain: 30%, Northern Emirates: 20%"
- B2C: Generated 25K orders from existing online customers while increasing repeat rate from 1.3 Multiple to 1.5 Multiple
- B2C: Generated AED 5 M from offline orders via CS offline channels
- B2B: Generated 2.5 mn Dirhams of revenue while building capabilities to scale: Hiring, products, partnerships.
- B2B2C: Generated 2.5 mn Dirhams of revenue through product expansion and strong relationships with platforms.
- Reduced packaging cost from 7.4% of COGS to 5% of COGS through setting up of Print House also renegotiated the prices of flowers (Roses particularly from AED 1.2 / per stem to AED 0.95 / per stem
- Implemented an ERP system to bring end-to-end visibility and control to our operations and finances.
- PRODUCT
- Delivered an incremental revenue of 10.15 M AED through better product offerings and tapping into new channels.
- Introduce 6 new categories/Sub-categories to deliver a revenue uplift of AED 500K (5% revenue)
- Enhancement of 7 existing categories to deliver a revenue uplift of 7.6 M AED
- Introduced 12 Collections to deliver a revenue uplift of 2.9 M AED
- BRAND VISIBILITY
- Created a brand playbook aligned to the brand story with defined guidelines for comms, assets, and campaigns.
- Performed Vehicle Branding initiatives for all vehicles (In progress with all bikes branded)
- Pushed to get company Instagram account verified.
- CUSTOMER SERVICE
- Closely overlooked customer service to deliver an exceptional customer experience with a consistency 95+ in NPS.
- Optimized operations to achieve a great delivery experience with a delivery CSAT of 4.5+ (google reviews) and 99% deliveries (on time performance) across the UAE in 60 min (with 20 min deliveries in defined areas)
- Provided a great customer support experience to achieve a CSAT of & Reach 3,000 Google Reviews with a score of 4.9.
- Improve customer retention rate from 20% to 33% by deploying a CRM tool to centralize customer data enabling loyalty programs.
- Update the UI/UX on the website to provide a cleaner and more modern experience to our customers.
LAST MILE PROJECTS LEAD
MAJID AL FUTTAIM HYPERMARKETS
DUBAI, UAE
03.2021 - 04.2022
- Successfully led Quick commerce e-grocery launch in UAE with 8 new outlets.
- Successful rollout of Last Mile SAAS solution across several countries including PAK, QAT, KSA, UAE, OMN, KENYA, KWT to drive the following:
- Reduce LM cost of OnDemand fleet (CPO)
- More control and visibility on data across all mentioned countries
- Build a standardized LM process across all the countries.
- productivity tracking of drivers/dispatchers and Supervisors by analyzing delivery performance
- Push FF for better productivity by look at OTH (on time handover) data.
- Successfully launched Ecommerce in Georgia.
- Last Mile vendor sourcing and onboarding Marketplace process streamline for UAE and KSA.
- Rollout of online Pharmacy deliveries within the UAE.
- Last Mile performance management for multiple countries by understanding operational challenges and putting processes in place to ensure a better performance.
- Negotiation for best and competitive LM rates
- Leading API integration for new vendors while requesting developments for a better customer experience on existing integrations.
- Analyzing and reviewing area mapping for several countries to ensure maximum coverage of high-density areas and potential customer traction areas Ensure smooth rollout and functioning of Carrefour's own fleet project (Carrefour Mile), tracking process adherence and metrics like drop rate, on-time performance, driver attrition, vehicle utilization, and vehicle performance.
- Analyse cost-benefit for each project and ensure buy-in from key stakeholders before initiating execution.
- Take accountability of execution and liaise with all internal and external stakeholders to align on project plan.
- Develop and maintain standard operating procedures, train and coach where required and ensure compliance.
LAST MILE MANAGER
MAJID AL FUTTAIM HYPERMARKETS
DUBAI, UAE
01.2018 - 03.2021
- Last Mile Project management for E commerce MAF retail projects (www.carrefournow.com, www.instashop.ae)
- Design and implement complete Last Mile process.
- Ensure Last Mile process implementation both technologically and operationally.
- Design SMS text for home delivery customers and follow system integration between Last Mile Carrier and SMS supplier.
- Coordinate API and system integration between Last Mile Carriers and website administrators
- Cost reduction and control
- Prepare and oversee implementation of SLAs and SOPs for Last Mile Service Providers
- Coordinate Branding of last Mile vehicles as per company designs
- Measure Last Mile KPIs for optimization and cost reduction.
- Track and monitor last mile performance through different systems.
- Manage various Last Mile projects at Multiple MAF Hypermarkets (Valet Trolley, Efood, Express delivery)
- Drive the development of innovative solutions to accomplish the goals of the home delivery final mile experience.
- Develop new and enhance existing operational/ network models to improve efficiency, customer experience, speed, and or drive potential savings (dedicated fleet/On-demand)
- Evaluate new and emerging technologies that can enhance the customer experience.
- Manage RFP (Request for Proposal) processes providing expertise in multiple supply chain elements to achieve best total value in the selection of services and or carriers.
- Review and implement processes and controls to ensure the home delivery service meets or exceeds the expectations of our customers.
- Oversee reporting on KPI's, order cycle time, and on time delivery percentages with carriers and vendors.
LOGISTICS OPERATIONS CONTROLLER
NOON.COM
DUBAI, UAE
08.2015 - 12.2017
- Monitor Delivery agents movement and provide support (App issues, security,safety, finance...etc)
- Monitor movement of line haul vehicles
- Monitor on time delivery of packages by line haul vehicles to delivery associates at designated reporting points
- Coordinate with package sorting center to check package dispatch status, Return packages, line haul vehicle departure and arrival
- Manage e-commerce order processing and inventory fulfillment
- Accurately process customer quotes and sales orders
- Monitor and investigate all orders to minimize fraud.
- Provide exceptional customer service via phone and email, including taking orders, troubleshooting web problems, and resolving customer concerns.
- Proactively identify operational problems, suggest solutions, and independently resolve issues.
- Interact routinely (telephone and email) with Customers, Sales Team
- Vendors and Warehouses
- Analyze data to monitor performance and plan improvements and demand.
- Develop new business opportunities, solve logistical problems and produce new solutions.
- Process Return Merchandise Authorizations
- Prepare reports (Package delivery status, Line Haul, Daily customer orders as per the different offer types and Emirates, Daily logistics recap, Majors issues faced, Calls received...etc.)
Education
Master of Business Administration - Supply Chain and Logistics Management
Swiss School of Business Administration
United Arab Emirates 01.2024 -
Diploma - Aviation Security Managament BACHELOROFARTS
Edith Cowan University
2016
Bachelor of Arts - Linguistics
Anglo-Saxon University Of Buea
2009
Skills
- Team management Team work
- Cost management Customer Service
- Logistics Supply Chain
- Negotiation Data Analysis
- Strategic planning
- Compliance management
- Systems implementation
- Financial management and budgeting
- Corporate strategy implementation
- Talent development and training
- Procedure and policy development
- Operational performance tracking
- Inventory control
- Process improvement strategies
- Kaizen
- Communication improvements
Languages
English
Native
French
Fluent
Accomplishments
Co-Founder of QuickWind Limited LLC a Kenya based Logistics company.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Master of Business Administration - Supply Chain and Logistics Management
Swiss School of Business Administration
01.2024 -
UAE Operations Manager
Floward Mena Trading LLC
06.2023 - Current
Director of operations
BloomingBox Gift LLC
05.2022 - 04.2023
LAST MILE PROJECTS LEAD
MAJID AL FUTTAIM HYPERMARKETS
03.2021 - 04.2022
LAST MILE MANAGER
MAJID AL FUTTAIM HYPERMARKETS
01.2018 - 03.2021
LOGISTICS OPERATIONS CONTROLLER
NOON.COM
08.2015 - 12.2017
Diploma - Aviation Security Managament BACHELOROFARTS
Edith Cowan University
Bachelor of Arts - Linguistics
Anglo-Saxon University Of Buea
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