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