Merck Group - Project Manager - eCommerce Automation/Fulfilment & Order Tracking

Your role :

In this role you will be part of a growing team which ensures exceptional growth of e-commerce channel. Specifically, in this role you will be mainly responsible for managing and improving the post order journey on Merck's ecommerce website(s) covering automation, fulfilment experience and order tracking capabilities.

The primary responsibilities of this position include, but are not limited to :

- Measurement: Analyze the post order performance of eCommerce business (Delivery SLAs, % adherence, Customer Satisfaction scores, NPS etc.) & benchmark to global eBusiness metrics, to identify optimization areas

- Benchmarking: Assess Automation, Fulfilment & Order Tracking capabilities of best in class eCommerce websites in B2C & B2B context, including 3rd party marketplaces, global brand.com, & life sciences competitors web-sites - to identify functionalities, practices and features to be built on the website(s): from checkout to delivery

- Customer VOC assessment: Gather customer VOC through focus group discussions, surveys and 1-1 meetings, and identify customer pain points in using the website(s) and areas for improvement

- Business Case creation: Build & evaluate business case and ROI estimates for adding new functionalities and features on to the web-site

- Prioritization: Basis considerations like busines case, customer pain points and market status, prioritize new features and functionalities into immediate, short term and long term priorities

- Coordinate with Global & APAC Teams: Interface with APAC and global eCommerce teams as well as extended IT organizations for implementing prioritized functionalities & features

- Differentiated Customer Experience: Drive customer-centric thinking for web-site, alternate channels and buyer journey design

Who you are:

Required/Preferred Qualifications & Experience:

- 5 or more years of eCommerce Product Management or Order Fulfilment Management experience spanning fulfilment, order tracking, customer support and automation

- MBA preferred

- Experience in working with an eCommerce marketplace / a brand or manufacturer's eCommerce setup / logistics provider / logistics aggregator in similar role

- Experienced in analyzing eCommerce order to delivery metrics and driving improvement initiatives for the same

- Familiar with logistics ecosystem in the India

- Experienced in working in a regional role or working in a cross-cultural environment

- Good sense of responsibility and integrity

- A "can do" attitude that welcomes work challenges and proactively contributes to solve these challenges

- Tenacious and enthusiastic, and results-driven

- Strong story telling influencing, analytical, interpersonal and communication skills.

- Self-managed and resourceful

- Ability to collaborate with extended things to get things done