eCommerce Operations Lead

Description:

Key Responsibilities & Strategic Deliverables:

1. E-Commerce Platform Ownership & Growth (D2C)

- Performance Driving: Own the overall growth and business performance across the companys e-commerce website and mobile application.

- User Experience (UX): Partner closely with Product and Tech teams to strategically optimize user experience (UX), conversion funnels, and increase platform adoption.

- Loyalty & Retention: Utilize the mobile app and website for exclusive offers, managing loyalty programs, and executing targeted repeat-purchase campaigns.

- Marketing Integration: Collaborate with the Marketing team on performance marketing, customer acquisition, and retention strategies.

2. Marketplace & Quick Commerce Management:

- Listing & Catalogue: Manage listings, detailed catalogues, and performance metrics across all major marketplaces (e.g., Amazon, Flipkart) and quick commerce platforms.

- Profitability Optimization: Optimize visibility, dynamic pricing strategies, and joint promotions to maximize revenue and profitability (GMV/NMV) per platform.

- Compliance & Liaison: Serve as the primary liaison with platform account managers to ensure strict compliance with policies and efficiently manage daily operations.

3. Operations, Fulfilment & Customer Satisfaction:

- Logistics Coordination: Ensure seamless order fulfilment, accurate inventory management, and efficient logistics coordination across all digital channels.

- SLA Management: Monitor and improve key metrics related to SLAs, returns, escalations, and the overall last-mile delivery experience to ensure top-tier customer satisfaction.

4. Data, Reporting & Optimization:

- Analytics: Track and analyze key digital metrics, including installs, conversions, engagement, and retention.

- Reporting: Deliver actionable insights and regular performance dashboards for executive leadership review, providing data-driven recommendations to continuously improve digital sales performance and ROI.

5. Product & Category Strategy:

- Merchandising Ownership: Own the online product catalogue, pricing, bundling, and digital merchandising strategy.

- Assortment Planning: Drive assortment planning based on consumer trends, market insights, and seasonal requirements, partnering on new product launches and digital exclusives.

Qualifications & Experience:

Experience: 8-12 years of hands-on experience in E-Commerce Operations, managing both marketplaces and owned digital platforms.

Domain Expertise: Strong understanding of D2C business models, online sales growth strategies, and digital category management.

Track Record: Proven ability to scale e-commerce performance and consistently drive revenue targets.

Technical Skills: Analytical mindset with hands-on proficiency in digital tools, dashboards, and data-driven decision-making.

Industry Fit: Experience in retail, fashion, apparel, watches, or consumer durables is highly desirable.

Education: Bachelors degree in Business or a related field; MBA preferred.