Head of Digital

Head of Digital

Job Summary

We are looking for an experienced Head of Digital to lead digital commerce and omnichannel operations across the MENA region. The role will be responsible for developing and executing the regional digital strategy while driving revenue growth, profitability, customer acquisition, retention, and exceptional digital experiences.

The successful candidate will oversee a broad digital ecosystem, including eCommerce platforms, retail mobile applications, online marketplaces, omnichannel services, digital partnerships, customer experience, technology initiatives, and digital transformation programs.

This is a senior leadership position with end-to-end responsibility for digital commercial performance and P&L, working closely with Retail, Marketing, Technology, Finance, Supply Chain, Merchandising, Buying, and other business functions.

Key Responsibilities

Digital Strategy & Business Growth

• Develop and lead the regional digital commerce strategy, roadmap, and transformation agenda.
• Establish strategic priorities that support sustainable revenue growth, profitability, customer loyalty, and market expansion.
• Monitor digital commerce trends, consumer behavior, emerging technologies, and competitor activity across MENA markets.
• Identify new digital business models, channels, partnerships, and revenue opportunities.
• Develop strategies focused on customer acquisition, retention, personalization, engagement, and lifetime value.
• Lead the evolution of the digital operating model, capabilities, and organizational structure to support future growth.
• Ensure digital priorities remain aligned with broader corporate and retail strategies.

eCommerce & Digital Operations

• Oversee digital trading and commercial operations across multiple MENA markets.
• Manage and optimize eCommerce websites, retail mobile applications, marketplaces, and other digital sales channels.
• Drive effective online merchandising, product presentation, pricing, promotions, and customer conversion.
• Develop localized digital strategies that reflect the requirements and behaviors of individual markets.
• Coordinate promotional and marketing campaigns to maximize sales, profitability, customer engagement, and loyalty.
• Monitor digital performance indicators and take corrective action to improve conversion, revenue, customer satisfaction, and operational efficiency.
• Ensure consistent digital service standards across all markets while allowing appropriate local adaptation.

Omnichannel & Customer Experience

• Lead the development and expansion of omnichannel capabilities across the retail network.
• Drive initiatives such as Click & Collect, Ship from Store, Endless Aisle, and other store-connected digital services.
• Improve the integration between physical stores and digital channels to create a seamless customer journey.
• Use customer feedback, NPS, Voice of Customer (VOC), behavioral data, and analytics to identify opportunities for service improvement.
• Lead customer experience enhancement programs across the digital ecosystem.
• Promote digital adoption and engagement through education, communication, and continuous improvement initiatives.

Technology & Digital Transformation

• Lead major digital technology initiatives, including platform upgrades, migrations, integrations, automation, and transformation programs.
• Partner with Technology and Digital teams to ensure platforms are scalable, secure, reliable, and fit for business requirements.
• Evaluate emerging technologies and identify opportunities to improve digital capabilities and operational efficiency.
• Support the implementation of new digital tools, solutions, and processes that enhance customer experience and commercial performance.
• Oversee strategic digital projects from business case development through implementation and post-launch optimization.

Marketplace & Strategic Partnerships

• Expand the organization’s digital reach through relevant marketplace platforms and third-party partnerships.
• Identify, evaluate, and develop strategic digital partnerships that create incremental sales and customer acquisition opportunities.
• Manage commercial and operational relationships with key digital partners and service providers.
• Monitor partner performance and ensure agreed commercial, service, and operational objectives are achieved.
• Explore new digital channels and emerging platforms that may support regional growth.

Financial Management & P&L

• Maintain end-to-end accountability for digital financial performance and P&L.
• Develop and manage annual digital budgets in line with strategic priorities and business plans.
• Monitor revenue, margins, operating costs, investment returns, and other key financial indicators.
• Manage budgets covering areas such as:
  • eCommerce operations
  • Mobile applications
  • Marketplace partnerships
  • Omnichannel initiatives
  • Digital marketing and customer acquisition
  • Platform development
  • Technology enhancements
  • Digital transformation projects
• Conduct business cases and feasibility assessments for new markets, digital channels, products, and expansion opportunities.
• Identify opportunities to improve cost efficiency while maintaining customer experience and business performance.

Regional Operations & Stakeholder Management

• Work closely with Retail Operations, Merchandising, Buying, Marketing, Finance, Technology, Logistics, HR, and other functions to achieve agreed business targets.
• Lead digital operations across multiple countries while ensuring appropriate regional consistency and local market relevance.
• Build strong relationships with senior stakeholders, business leaders, technology teams, and external partners.
• Communicate digital strategy, performance, risks, opportunities, and investment requirements clearly to senior leadership.
• Act as a change leader, supporting the adoption of digital ways of working throughout the wider retail organization.
• Establish best practices and promote knowledge sharing across markets.

People Leadership & Talent Development

• Build, lead, and develop high-performing digital teams across multiple countries.
• Establish clear objectives, responsibilities, performance measures, and development plans for team members.
• Work with HR leadership to support recruitment, employee engagement, succession planning, and talent development.
• Develop regional capability-building and training programs to strengthen digital skills.
• Coach and mentor senior and emerging digital leaders.
• Establish a strong talent pipeline to support the organization’s long-term digital growth.
• Promote a culture of innovation, accountability, customer centricity, and continuous improvement.

Governance, Risk & Compliance

• Ensure digital operations comply with applicable laws, regulations, information security requirements, and corporate governance standards.
• Work with relevant functions to manage digital risks, data protection, cybersecurity, and operational compliance.
• Ensure appropriate governance processes are established for digital platforms, vendors, partnerships, and transformation programs.
• Work with internal and external stakeholders to resolve operational issues and improve business performance.

Candidate Requirements

• Bachelor’s degree in Business Administration, Marketing, Digital Commerce, Retail Management, Information Technology, or a related discipline.
• 10+ years of professional experience in digital commerce, eCommerce, omnichannel retail, digital transformation, or a related field.
• Proven experience leading regional or multi-country digital operations, preferably within a retail environment.
• Demonstrated ownership of digital P&L, budgets, revenue growth, and commercial performance.
• Strong knowledge of eCommerce platforms, mobile applications, marketplaces, digital ecosystems, and backend integrations.
• Proven experience developing and executing digital strategies, roadmaps, and transformation programs.
• Strong understanding of omnichannel retail models and digital customer journeys.
• Experience managing complex digital projects, platform migrations, technology implementations, and automation initiatives.
• Strong knowledge of digital merchandising, customer acquisition, conversion optimization, analytics, and customer experience.
• Experience managing senior teams across multiple markets or locations.
• Strong commercial, financial, analytical, and strategic thinking abilities.
• Excellent stakeholder management, negotiation, communication, presentation, and influencing skills.
• Strong problem-solving, decision-making, and change management capabilities.
• High level of accountability, resilience, adaptability, and customer focus.
• Proficiency in Microsoft Office, ERP systems, digital commerce platforms, analytics tools, and relevant technology solutions.
• Ability to identify emerging digital trends and translate them into practical commercial opportunities.

Key Competencies

• Digital Commerce Strategy
• eCommerce & Marketplace Management
• Omnichannel Retail
• Digital Transformation
• P&L & Commercial Management
• Customer Experience
• Data & Digital Analytics
• Technology & Innovation
• Regional Operations
• Strategic Partnerships
• Leadership & Talent Development
• Change Management
• Business Growth & Profitability
• Stakeholder Management
• Continuous Improvement