Manager – Ecommerce Operations

Job Description: Job Description: Operations Manager Job Description Unique Job Role Operations Manager Function Marketing Reporting to Lead Omni channel & Fulfilment Operations Business Watches & Wearables Grade Date --- Job Details The Role is responsible for overseeing all aspects of our e-commerce platform's operations, ensuring its efficiency, scalability, and seamless functionality. To Enhance our technical infrastructure, analysing performance data, and implementing strategies to drive revenue growth and customer satisfaction. External Interfaces Internal Interfaces • Logistic Partners • Vendors • Logistics Aggregators • CRM Team. • Digital Team • WH team. • Retail Operations team. • Supply Chain Team Job Requirements Education Post-Graduate (MBA) or Graduate Relevant Experience 2-3 years or 6 -8 years Behavioural Skills • Customer Centricity • Interpersonal Effectiveness • Delivers Results • Problem Solving • Adaptability • Data Analysis • Influence for Impact • Ambiguity tolerance • Detail Orientation Knowledge • Analytical ability • Stakeholder management • Operations management Experience, • High-growth environment Exposure. • Data Analytics Tool Experience (Google Analytics, Adobe Analytics and power BI). • Understanding on E commerce platforms (OMS and WMS). • Experience on D2C logistics, returns and refund. Process Contributions Process Contribution Process Outcome Performance Measure Operations Management : Order Fulfilment 1. Develop and implement the overall operational strategy for our ecommerce platform, ensuring alignment with company goals and objectives. 2. Manage the end-to-end order fulfilment process, including order processing, shipping. 3. Collaborate with logistics partners to optimize shipping costs, delivery times, and order tracking. 4. Monitor and analyse key performance metrics to identify areas for improvement and implement operational enhancements. 5. Streamline processes to increase efficiency, reduce costs, and improve customer satisfaction. · Customer Satisfaction · Last Mile Order Fulfilment · Order fulfilment Time · Fulfilment Cost / order · Dispatch Time & Quality · Adherence to lead time Operations Management : Returns Management 1. Develop, implement, and maintain Ecommerce return policies that align with company objectives and customer expectations. 2. Ensure return policies are communicated to customers and internal teams. 3. Collaborate with carriers and logistics partners to streamline the return process and reduce costs. 4. Collect and analyze data on return trends, reasons for returns, and customer feedback. 5. Identify opportunities to reduce return rates and improve product quality or service qulaity. 6. Work closely with the customer support team to resolve return-related customer inquiries and issues. 7. Provide guidance and training to customer support representatives on handling return inquiries. 8. Continuously review and refine the return management process to enhance efficiency and accuracy. 9. Identify and implement automation and technology solutions to improve the return process. 10. To set up a happy flow journey for customers for return process and refund. ● Customer Satisfaction ● Repeat Customer Acquisition & Conversion ● Enriched Customer Experience ● Reduction in Returns (Return to Origin and Deliver to Origin). ● Adherence to timelines. ● Reduction in customer complaints related to Returns and Refund. Operations Management : Analytics and Reporting 1. Use data analytics tools to extract actionable insights and trends related to sales, customer behaviour, and website performance and align them with operational objectives. 2. Generate regular reports and dashboards to provide stakeholders with a clear understanding of key metrics and performance indicators for operations. 3. Make data-driven recommendations to optimize product listings and fulfilment. 4. Utilize data analytics to assess ecommerce performance, track key performance indicators (KPIs), and identify areas for improvement. Make data-driven decisions to enhance the customer experience and operational efficiency. ● Alignment with Business Objectives ● Operational effectiveness ● Customer Engagement Operations Management : Vendor Performance Management 1. On boarding new 3PL Partners and introduce new features for the existing partners. 2. Monitoring performance of the Vendors and focussing on improving the performance. ● Fulfilment of Business Requirements ● Vendor Cost & Utilization ● Adherence to Terms of Contract General Management: People Management 1. Drive a culture of diversity, performance and transparency and ensure the employees are engaged. 2. Mentor and develop staff using a supportive and collaborative approach. 3. Ensure talent pipeline is created by succession planning for the critical positions. 4. Set Objectives for Reportees aligned to the organizational /functional. 5. Liaise with HR on vacant positions. ● Improvement in team performance ● Employee Engagement ● Performance ● Diversity & Integration