Greensoul - Senior Product Manager - D2C

5 days ago

Gurugram, India Green Soul Ergonomics Full time

We are seeking a Senior Product Manager who can take complete ownership of scaling user acquisition, retention, and operational efficiency across our digital platforms. You will sit at the intersection of growth, operations, CX, and tech-owning product strategy for both revenue-driving frontends and mission-critical backends (OMS, logistics, finance tools). This role requires a growth-first mindset, deep operational knowledge, and the technical acumen to manage integrations across tools like Shopify, Unicommerce, Clickpost, Knowlarity, Zendesk, Yellow.ai, and Zoho Books. Key Responsibilities:D2C Growth & Customer Experience:- Own and optimize the end-to-end funnel on Shopify, including product discovery, conversion rates, and checkout experience.- Implement on-site and off-site growth experiments: landing pages, offers, referral systems, and cross-sell/upsell features.- Partner with marketing and CRM teams to integrate tools for retargeting, cart recovery, and personalized communication.- Enhance post-purchase journey to increase repeat rate, NPS, and LTV through automation and proactive support. Customer Support & Automation Tools:- Oversee Zendesk, Knowlarity, and Yellow.ai to ensure scalable, multi-channel customer support across voice, chat, and WhatsApp.- Define automation flows, ticketing SLAs, escalation paths, and agent productivity metrics.- Implement support analytics and reporting to identify gaps and areas for CSAT improvement.OMS, WMS & Logistics Platforms:- Manage and scale integrations with Unicommerce, Clickpost, and courier partners to ensure timely and accurate order processing.- Improve metrics such as delivery TAT, RTO%, and order tracking visibility.- Partner with warehouse teams to ensure operational reliability, especially during high-scale events like sales and festivals.Analytics & Reporting:- Build and maintain self-serve dashboards for key business metrics-revenue, returns, customer satisfaction, order health, etc.- Analyze product and operational data to identify growth levers and process inefficiencies.- Work cross-functionally to implement data-driven decisions across tech, marketing, and ops. Who You Are:- 5+ years of experience in product management with a strong D2C or e-commerce focus (MANDATORY)- Experience scaling D2C websites (preferably Shopify-based) through CRO, UX improvements, and data-driven experimentation - Hands-on exposure to tools like Shopify, Unicommerce, Clickpost, Knowlarity, Zendesk, Yellow.ai, and Zoho Books - Deep understanding of D2C growth metrics: CAC, LTV, RTO%, AOV, churn, and CSAT. - Strong analytical skills with proficiency in Excel, SQL, and visualization tools like Power BI or Tableau - Comfort working with APIs, tool integrations, and third-party platforms - Excellent communication and stakeholder management skills (ref:iimjobs.com)

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