LOUIS CHAPNGHA

▪ 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

▪ 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 repeat purchase strategies. ▪ Increased online order volume and repeat rate by optimizing customer experience and loyalty initiatives. ▪ Generated significant revenue from offline B2C channels through effective customer service and sales support. ▪ 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.

▪ 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 On Time Handover (OTH) data to enhance operational performance. ▪ Led the launch of e-commerce operations in Georgia, including vendor sourcing 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 service quality. ▪ Led API integrations with new vendors and requested system enhancements to improve customer experience through existing integrations. ▪ Conducted area mapping analysis in various countries to maximize coverage of high-density and high-potential customer zones. ▪ Oversaw the deployment and operation of Carrefour’s own fleet project (Carrefour Mile), tracking key metrics such as drop rate, on-time performance, driver attrition, vehicle utilization, and vehicle performance. ▪ 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.

▪ Managed end-to-end Last Mile project operations for e-commerce retail initiatives at MAF Hypermarkets, including platforms such as www.carrefournow.com and www.instashop.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

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