Manager - Operations - eCommerce

Responsibilities:

- Defining, designing, launching, and managing fulfillment & transportation-related programs within the defined region.

- Reconciliations of all transactions with logistics partners, payment gateways and any other external vendor partners

- Keeping track of quality, quantity, stock levels, delivery times, transport costs and efficiency.

- Creating a layout plan that streamlines the storage and retrieval of goods.

Order Fulfilment:

- Ensuring and keeping a record of order fulfillment

- Keeping a metric to track order fulfilment

- Identify process bottleneck and implement solutions in a timely manner.

Last Mile:

- Identify process bottleneck and implement solutions in a timely manner.

- Supervising the activities of personnel engaged in customer order processing, personnel responsible for inventory control, warehousing, and logistics

CRM:

- Maintain Customer Support team to ensure that their flos are properly updated and addressed

- Setting the right communication framework amongst all stakeholders and thecustomer (what must be communicated when, and by whom)

- Increase retention rate, new customer activation, reduce funnel drop offs,percentage of CRM revenue

- Keeping a track and analyzing customer success metrics in terms of operations and overall fulfillment of customer order

Required Experience :

- 5+ years relevant work experience in a top tier company, driving programs or projects.

- Prior work experience with eCommerce companies like Big Basket, Grofers, Swiggy or similar under Supply Chain and Logistics will be valuable.

- Engineer/Postgraduate in any field - preferably Supply Chain and Logistics.

- Proficient in standard logistics software.

- Exceptional customer-centricity

- Solid project management