Giftease - Operations & CRM Manager - eCommerce

- Build/Monitor the Operating Policies and Standard Operating Procedures and modify/enhance it from time to time.

- Build and manage a set-up to ensure optimal service and operational efficiency

- Identify, engage and manage partners for Business Operations e.g. Courier Agency etc.

- Ensure that operations deliver within the defined TATs for various activities

- Responsible for Execution of Orders by taking wing to wing ownership of Material received, Stored, Picked, Packed, Shipped and Delivered.

- Responsible for Returns and take corrective actions to reduce the same.

- Manage an Inbound call center for multiple activities including queries, customer services and Revenue generation.

- Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate

- Driving Repeat Purchase Program for Customers by segmentation of customers in different buckets and targeting effectively.

- Assist in developing and implementing training programs to improve the quality and productivity of the team.

- Development, analysis and improvement of new strategies and procedures. Should have the ability to develop, plan, and implement short- and long-term goals.

- Developing and achieving performance goals and objectives in line with the Organization vision and goals.

- Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken

- Demonstrated ability to break the operations into various activities and identify methods to leverage technology for automated management of activities

- Be able to think on your feet and identify solution for issue resolution

- Be a self-driven individual who can independently build and manage vendor relations/ partnerships

- Responsible for the overall direction, performance management, coordination and evaluation of the team.

- Ability to organize, prioritize and schedule work assignments

- Ability to support Business and provide solutions to customer pain points

- Proven ability to manage reporting and analysis

- Demonstrated passion for delivering a positive customer experience, and maintain composure in difficult situations