Senior Manager- Head of Ecom Operations

CORE RESPONSIBILITIES EXP - 6-7 Years Improve net delivered performance across all e‑commerce orders • Reduce seller‑driven cancellations through better demand planning and inventory mapping. • Lower RTO by improving delivery speed, fulfilment accuracy, and customer communication. • Reduce customer‑initiated returns by analysing product‑wise and reason‑wise insights and correcting issues to improve experience. Optimise freight and logistics costs for e‑commerce • Improve logistics efficiency by controlling website shipping expenses. • Strengthen cost planning across delivery, packaging, and freight processes to maintain planned levels. Improve catalogue quality and performance • Maintain high live‑rate performance for new launches through structured catalogue readiness and checks. • Strengthen CTR performance for exclusive styles through better content and visibility. • Improve overall CTR performance through continuous optimisation of catalogue inputs. Strengthen customer care operations and experience • Improve pickup‑to‑refund timelines through tighter coordination with logistics and customer support. • Enhance customer experience by strengthening processes that improve satisfaction levels. Enhance order‑to‑dispatch efficiency for website orders • Improve O2D timelines through better processing speed, fulfilment alignment, and operational discipline. • Coordinate closely with warehousing and logistics partners to maintain consistency. Improve service delivery performance across website and quick commerce • Strengthen same‑day and next‑day delivery performance for website orders through better coordination and fulfilment readiness. • Improve quick‑commerce service execution by streamlining operations and supply alignment. Strengthen reconciliation and re‑inventorisation processes • Ensure all reconciliation claims are raised within defined timelines through accurate tracking. • Drive timely claim settlements by coordinating with stakeholders and maintaining required approval rates. • Maintain high inventory accuracy by completing re‑inventorisation within timelines and improving good‑inventory levels. Manage direct operating expenses across e‑commerce operations • Reduce catalogue‑related expenses through improved processes and better vendor management. • Optimise warehouse management charges by strengthening workflows and operational efficiency. • Maintain oversight of all direct expenses to support planned cost structure.