Key Responsibilities
- Marketplace & website management:
- Manage end-to-end operations across e-commerce platforms such as Amazon, Shopify, and other relevant marketplaces as applicable.
- Maintain product listings including titles, descriptions, images, SEO keywords, and A+ content.
- Ensure pricing accuracy, stock availability, catalogue hygiene, and correct product information across platforms.
- Monitor marketplace guidelines, policies, and ensure full compliance at all times.
- Ensure the website is consistently updated: Out-of-stock products are suppressed, new products are made live, correct, compliant, and legally accurate information is displayed.
- Order management, inventory & operations:
- Track daily orders, returns, cancellations, and RTOs.
- Coordinate with warehouse and logistics partners to ensure timely dispatch and delivery.
- Sign off on dispatches to ensure accurate order fulfilment.
- Monitor inventory levels and raise replenishment alerts to avoid stock-outs or overstocking.
- Liaise with the supply chain manager to proactively identify delays and communicate revised timelines to customers.
- Maintain and update MIS reports for e-commerce orders and inventory.
- Customer support & experience:
- Manage customer queries and escalations via phone, email, and marketplace platforms.
- Resolve complaints, refunds, and platform tickets within defined SLAs.
- Ensure a customer-first approach to issue resolution and service recovery.
- Conduct regular customer satisfaction audits, including net promoter score (NPS) surveys.
- Share monthly customer experience insights and improvement recommendations with management.
- Sales, campaigns & promotions:
- Plan and execute platform campaigns such as Great Indian Festival, Big Billion Days, brand days, and other promotional events.
- Coordinate with marketing teams for deals, coupons, bundles, lightning deals, and offers.
- Support execution and coordination of paid ads (Amazon Ads/Flipkart Ads/Meta/Google basic level).
- Track campaign performance and optimize for ROI.
- Performance tracking & reporting:
- Monitor daily and periodic KPIs including: Sales, conversion rate, CTR, ROAS, ACOS, traffic and buy box performance.
- Prepare weekly and monthly performance reports.
- Analyze customer behavior, best-selling SKUs, and growth opportunities.
- Share actionable insights with internal stakeholders.
- Vendor & partner coordination:
- Maintain strong relationships with roasting and supply partners including: Ganesh Foods (roasted coffee supplier) and Bloom (specialty coffee roasting partner).
- Coordinate roasting schedules, deliveries, and stock stored at third-party locations.
- Check the invoices and rates to ensure it as per agreed terms of trade.
- Vendor management Packaging & non-coffee requirements:
- Ensure packaging materials meet quality standards; conduct sample sign-offs prior to production wherever possible.
- Identify and onboard new or alternative vendors when required.
- Ensure compliance with packaging regulations (barcodes, weights & measures, legal declarations).
- Oversee quality control of packaging materials to meet company standards.
About Company: From its first steps into business in 1980 to a vibrant conglomerate today, with a leadership status in various sectors, the Classic Group has come a long way. The group is today home to enterprises in spaces as diverse as real estate, distribution & retail, hospitality and gourmet coffee - but, at its core, retains the entrepreneurial zeal and endeavor to offer the highest quality products and best value to customers.
Innovation is the hallmark of our business endeavors; and in every sector of involvement, Classic is recognized as the enterprise that introduces a fresh approach, innovative products, keeping its focus on perfection & quality intact. We pioneered the concept of premium gated communities in Bangalore, of introducing modern trade formats to categories earlier sold only in general trade outlets, of bringing premium grade pure roast & ground coffee to domestic retail shelves, amongst many other firsts.
