Job description

The Senior Product Manager (Post-Purchase Customer Journey - Luxury E-commerce) at Ounass will be responsible for owning, optimizing, and elevating the end-to-end post-purchase customer journey, covering order fulfillment, tracking, returns, cancellations, and exchanges within a luxury e-commerce environment. Based in Dubai in a hybrid role, the position focuses on enhancing customer satisfaction and operational efficiency through data-driven strategies, personalized experiences, and continuous innovation. Key aspects include defining and driving the product strategy and roadmap for all post-order touchpoints, synthesizing customer feedback from NPS, surveys, support tickets, and reviews to uncover friction points, and leveraging data metrics such as contact rate, on-time delivery, and return/cancellation rates to prioritize initiatives and guide experimentation/A-B testing. The role requires close collaboration with design, engineering, data, logistics, operations, and customer service teams to deliver scalable solutions. Balancing customer satisfaction with commercial KPIs like cost per order, return/cancellation rates, margin impact, and retention is essential. The candidate must embrace emerging technologies, particularly AI and large language models (LLMs), to drive personalization and reduce operational overhead. Benefits include a competitive tax-free salary, relocation support, annual flight allowance, 22 days annual leave, medical insurance, attractive discounts, and access to the latest technology tools.