E-commerce & Marketplace Operations Manager

We are seeking a hands-on E-commerce & Marketplace Operations Manager to own and scale our D2C and marketplace business. The role involves end-to-end ownership of Shopify operations, marketplace management, logistics, inventory planning, customer experience, and cross-functional coordination to drive growth, efficiency, and customer satisfaction.

Responsibilities

D2C & Shopify Operations

- Manage Shopify CMS such as product uploads, collections, banners, A+ content, images, meta fields, and site hygiene

- Ensure accuracy of pricing, inventory sync, product descriptions, and content

- Coordinate website updates, launches, and seasonal campaigns

Marketplace Operations & Growth

- Manage day-to-day operations on marketplaces (Pepperfry, Tata Cliq, Nykaa Home, etc.)

- Handle catalogue management, pricing, promotions, and visibility

- Execute marketplace campaigns in coordination with marketing teams

- Track SKU-level sales, conversion, and performance metrics

Order Fulfillment & Logistics

- Manage order fulfillment via Pickrr, Unicommerce, Shipway, or similar platforms

- Monitor courier performance, delivery timelines, RTO, NDR, and returns

- Optimise logistics processes to reduce costs and improve TAT

- Coordinate with warehouse and supply partners

Inventory Planning & Control

- Plan and monitor inventory across D2C and marketplaces

- Track stock movement, prevent stock-outs, and overstocking

- Support forecasting, replenishment, and pricing decisions

Customer Experience & Payments

- Lead and manage customer support operations across channels

- Ensure timely resolution of queries, escalations, and grievances

- Manage refunds and payment reconciliation via Razorpay & GoKwik

- Monitor reviews, ratings, and feedback to improve CX

Cross-functional Collaboration & Process Improvement

- Work closely with Founder, COO, Marketing, Warehouse, and Finance teams

- Support new product launches, SKU expansion, and GTM planning

- Identify gaps, create SOPs, and drive process improvements

Reporting & Analytics

- Prepare daily, weekly, and monthly performance reports

- Analyse marketplace, logistics, and inventory data

- Share insights for growth, efficiency and cost optimisation

Qualifications & Experience

- MBA/PGDM in Operations, Supply Chain or related field

- 2–4 years of experience in e-commerce, D2C or marketplace operations

- Hands-on experience with Shopify, marketplaces, logistics dashboards and payment gateways

- Strong operational execution, data-driven mindset and coordination skills

- Experience with lifestyle / home décor / D2C brands preferred

- Basic understanding of digital marketing, SEO and PPC is a plus