E-commerce Operations Director

2 days ago

Gurgaon, Haryana, India NF Infratech Service Pvt. Ltd. Full time
About the Role

We are seeking an experienced E-commerce Operations Director to join our team at NF Infratech Service Pvt. Ltd.

Job Description

The successful candidate will oversee all aspects of e-commerce operations, including order fulfilment, logistics, customer service, and data analysis. This is a unique opportunity to take ownership of a growing e-commerce business and drive its success.

Responsibilities
  • Manage and scale ongoing e-commerce programs with enterprise organizations.
  • Coordinate with client procurement officials and end customers for sales and promotional events.
  • Monitor website performance, traffic, and conversion rates using analytics tools.
  • Plan and execute promotional campaigns, discounts, and seasonal sales.
  • Analyze customer behaviour and sales trends to forecast demand and optimize product listings.
  • Oversee the order fulfilment process, including order processing, packaging, and shipping.
  • Manage inventory to ensure stock levels align with demand, coordinating with suppliers.
  • Negotiate and manage contracts with logistics and courier partners to optimize delivery times and costs.
  • Ensure accurate and timely deliveries while maintaining high-quality packaging standards.
  • Manage and develop in-house contact centre team to generate leads, address inquiries, and resolve customer issues.
  • Set performance targets, KPIs for the team and ensure they deliver high-quality service.
  • Monitor and improve customer satisfaction metrics like response time, resolution rate, and NPS.
  • Ensure the e-commerce platform is updated with accurate product descriptions, pricing, and images.
  • Work with external partners to troubleshoot technical issues and implement improvements.
  • Optimize the website for user experience and responsiveness.
  • Track KPIs such as sales, customer acquisition costs, fulfilment costs, and profit margins.
  • Prepare weekly and monthly performance reports for management review.
  • Use data to identify opportunities for growth and process improvement.
Requirements
  • Bachelor's degree in Engineering, Business Administration, Supply Chain Management, Marketing, or a related field.
  • Minimum 2-3 years of experience in project management, e-commerce operations, logistics, or a similar role.
  • Experience with e-commerce platforms (like Shopify).
  • Familiarity with analytics tools and inventory management software.
  • Strong leadership and team management abilities.
  • Excellent problem-solving and decision-making skills.
  • Ability to manage multiple tasks in a fast-paced environment.
What We Offer

We offer a competitive salary of ₹25 lakhs per annum, a chance to take ownership of a growing e-commerce business, opportunities for professional development and growth, and a collaborative and innovative work environment.

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