Senior Manager- Head of Ecom Operations

CORE RESPONSIBILITIES

EXP - 6-7 Years

Improve net delivered performance across all e‑commerce orders

• Reduce seller‑driven cancellations through better demand planning and inventory mapping.

• Lower RTO by improving delivery speed, fulfilment accuracy, and customer communication.

• Reduce customer‑initiated returns by analysing product‑wise and reason‑wise insights and correcting issues to improve experience.

Optimise freight and logistics costs for e‑commerce

• Improve logistics efficiency by controlling website shipping expenses.

• Strengthen cost planning across delivery, packaging, and freight processes to maintain planned levels.

Improve catalogue quality and performance

• Maintain high live‑rate performance for new launches through structured catalogue readiness and checks.

• Strengthen CTR performance for exclusive styles through better content and visibility.

• Improve overall CTR performance through continuous optimisation of catalogue inputs.

Strengthen customer care operations and experience

• Improve pickup‑to‑refund timelines through tighter coordination with logistics and customer support.

• Enhance customer experience by strengthening processes that improve satisfaction levels.

Enhance order‑to‑dispatch efficiency for website orders

• Improve O2D timelines through better processing speed, fulfilment alignment, and operational discipline.

• Coordinate closely with warehousing and logistics partners to maintain consistency.

Improve service delivery performance across website and quick commerce

• Strengthen same‑day and next‑day delivery performance for website orders through better coordination and fulfilment readiness.

• Improve quick‑commerce service execution by streamlining operations and supply alignment.

Strengthen reconciliation and re‑inventorisation processes

• Ensure all reconciliation claims are raised within defined timelines through accurate tracking.

• Drive timely claim settlements by coordinating with stakeholders and maintaining required approval rates.

• Maintain high inventory accuracy by completing re‑inventorisation within timelines and improving good‑inventory levels.

Manage direct operating expenses across e‑commerce operations

• Reduce catalogue‑related expenses through improved processes and better vendor management.

• Optimise warehouse management charges by strengthening workflows and operational efficiency.

• Maintain oversight of all direct expenses to support planned cost structure.