Merchandising Operations

Opportunity with Wipro Ltd for Merchandising Operations Manager

**Role Purpose**
The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account.

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**Do**:

- ** Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms**:

- **_ Strategy Planning with Senior Stakeholders_**:

- Collaborate with leaders to provide strategic and operational plans associated with the account
- Plan the strategy for the coming years by identifying new geographies for alternate revenue streams
- Ensure a deep enough understanding of clients’ individual experiences to head off potential issues before they become problems
- **_ Contract compliance & adherence_**:

- Ensure all SLA parameters are met in the account and maintain a green card at all times
- Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited
- Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines

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- **_ Delivery governance in the account_**:

- Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project
- Ensure a green card for all accounts in terms of performance and quality
- Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags
- Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders
- Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage
- Ensure regular invoicing as per the contract terms and condition
- Forecast and track key account metrics
- ** Invoicing**:

- Timely submission of invoices to the client as defined in the SOW
- Provide information required and resolve any invoicing issues raised by the client
- ** Collect and analyze statistics (costs, customer service metrics etc.)**:

- ** Assume responsibility of budgeting and tracking expenses**:
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- ** Ensure outstanding performance against key metrics mentioned in the agreement**:

- ** Regular cadence around contract compliance**:

- Evaluate performance with key metrics (accuracy, customer service metrics etc.)
- Set direction for the team, track progress against targets through regular cadence calls and course correct as require
- Drive the focus of the team on quality and adherence to contract compliance processes
- Drive and implement structured cadence around quality, both process and transactional
- Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed
- Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc.

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- Resource Allocation & Retention
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery
- Optimize manpower and minimize leakages by working closely with delivery head
- Ensure retention by offering relevant trainings and certifications of all allocated resources
- Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team
- Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects

**Position Title: Merchandising Operations Manager**

**Location: Anywhere in India**

**Primary Responsibilities**:

- Leadership in all phases of product selection and development for both catalog and web.
- Interact daily with Creative, E-Commerce, Inventory, Global Sourcing, Domestic Vendors and Technical Design teams to coordinate merchandising objectives and support cross collaboration.
- Conduct competitive research by shopping catalog and retail competition to identify key items and trends.
- Assist Merchandise Manager/Senior Merchandise Manager in the reporting of business results and Key Performance Indicators.
- Ensures all products are ready in advance of merchant meetings or on as needed basis
- Communicate as needed with Merchandising, Creative, and QA/QC on behalf of buying team in regards to project and sample status, sku worksheets, and packaging/labeling needs
- Attend team meetings with merchandising and creative, as needed
- Assist in the packing by shot number by spread for photo-shoots
- Prepare analysis as directed
- Prepare weekly, monthly, and quarterly reports
- Update all Asset Map detail pages to facilitate catalog publicat