1. Omni-Channel Operational & Business Stewardship:

- Own the daily operational health of D2C and marketplace channels, ensuring that sales opportunities are not lost due to execution gaps.

- Actively monitor order flow, inventory availability, dispatch performance, and delivery SLAs to protect daily revenue.

- Support channel-wise business targets by identifying operational risks early and driving timely resolution.

- Provide continuous feedback to leadership on how operational realities impact channel performance.

2. D2C Operations with Revenue & CX Impact:

- Oversee end-to-end D2C order execution, from order placement to final delivery and post-delivery resolution.

- Ensure adherence to dispatch cut-offs and fulfilment SLAs to support conversion rates, repeat purchases, and brand trust.

- Work closely with growth and marketing teams to ensure operational readiness for campaigns, launches, and promotions.

- Monitor RTO, returns, and refund performance, understanding their direct impact on contribution margins and customer loyalty.

- Support initiatives such as same-day / next-day delivery, ensuring feasibility, cost awareness, and execution consistency.

3. Marketplace Operations & Channel Health Management:

- Manage day-to-day operational hygiene across major marketplaces including Amazon, Flipkart, Myntra, Ajio, and others.

- Ensure marketplace KPIs that directly affect visibility and sales-such as fill rate, cancellations, dispatch SLAs, and seller ratings-are consistently met.

- Coordinate inventory allocation and replenishment to avoid stock-outs, overselling, or blocked listings.

- Act as the operational point of contact for marketplace escalations, ensuring swift resolution of claims, penalties, and SLA breaches.

- Ensure operational preparedness for high-volume marketplace sale events.

4. Supply Chain & Warehouse Coordination:

- Serve as the execution bridge between business teams and warehouse operations.

- Ensure timely inwarding, accurate system postings, and inventory availability across channels.

- Drive improvements in fulfilment efficiency, order ageing reduction, and dispatch throughput.

- Reinforce SOP discipline and process clarity, especially during peak periods.

5. Logistics, Returns & Cost-Conscious Execution:

- Monitor forward and reverse logistics performance across D2C and marketplaces.

- Work with logistics partners to improve delivery timelines, first-attempt delivery success, and return pickups.

- Reduce revenue and margin leakage caused by high RTOs, delayed deliveries, or slow refunds.

- Ensure return and refund timelines meet internal and marketplace SLAs, reinforcing customer confidence.

6. Operations-Led Customer Experience:

- Own fulfilment-related customer experience metrics and complaints.

- Partner with Customer Experience teams to identify root causes and drive systemic fixes.

- Ensure consistent packaging quality, order accuracy, and post-purchase experience across channels.

7. Systems, Process & Data Discipline:

- Ensure smooth functioning and data accuracy across OMS, WMS, ERP, and marketplace integrations.

- Identify and resolve system or process gaps that disrupt order flow or inventory accuracy.

- Support documentation, SOP updates, and process standardization initiatives.

8. Performance Tracking & Operational Governance:

- Track and analyse key operational KPIs such as dispatch SLA, order ageing, fill rate, RTO, and return TAT.

- Prepare structured daily and weekly operational reports.

- Participate in leadership reviews with data-backed insights and improvement recommendations.

9. Cross-Functional & Partner Collaboration:

- Coordinate closely with supply chain, logistics, tech, CX, and marketplace account teams.

- Ensure alignment across functions and timely closure of operational dependencies.

- Maintain strong working relationships with external partners to support consistent execution.

Key Skills & Competencies:

- Strong grounding in e-commerce operations and supply chain execution

- Clear understanding of how operations impact revenue, margins, and customer retention

- High attention to detail and ownership mindset

- Ability to manage complexity and work across multiple stakeholders

- Data-driven, structured, and execution-focused approach