ECOMMERCE OPERATIONS MANAGER

AREAS OF INFLUENCE:
Technology Team, Merchandising Team, Finance Team, Central Warehouse and
the applicable Operations and Store Managers

BUSINESS & OPERATIONS:

• Order Generation – ( aligned to point no.1)
• Maintain Shipping TAT’s of 48 hours
• Demand on the portal – Organic & Inorganic and using our existing mediums
• A return & cancellation rate of not more than 15% of the total orders received. This includes any damages etc.
• Stock Movement – Stock audits / Stock replenishment basis Weekly Demand Analysis / Product & Cart led programs to drive better conversions
• Ensure Pending & Picking status is within the TAT’s prescribed.

CUSTOMER SERVICE

• SLA’s agreed for confirmation , rescheduling and all related communication to be driven.
• All customer queries as logged in with the current system and new CRM system to be addressed basis SLA’s agreed upon
• Weekly process audits along with the concerned offices from HO – to ensure compliance and modify the process wherever necessary
• All Return and refund related processes to driven to the last mile for ensuring all financial transactions leading to customer delight are in followed without any exceptions.
• In the long run initiate and execute a CSI – Customer Satisfaction Index
• Conduct monthly employee performance review basis KRA’s already decided upon.