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

Knowledge

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.

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.

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.

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.

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.