Senior Manager - Omnichannel Operations

Roles and Responsibilities 

  • Build and lead a team of associates to ensure order processing from stores within the set SLA
  • Coordinate with the HO teams of Brand for any breach of SLA’s and to mitigate operational challenges at store 
  • Minimise order cancellations through timely input to the respective stakeholders 
  • Lead key projects on speed and improvise regional fulfilment, launch VAS
  • Define product road map and implement long term structural scalable solutions to grow the business
  • Built policies and SOP’s for fulfilment charter and ensure adherence for the same
  • Create working shifts to ensure team availability on all days of the week in store operational hours
  • Monitor and assist the SCM team for forward and return pickups and drops 
  • Create MIS and dashboards on store performance, SLA adherences and other operational parameters for business and operations review
  • Create and implement order operations plan for BAU and Sale days
  • Excellent communication skills with an ability to build relationships with both senior and junior executives
  • Agile and problem solver to manage dynamic and evolving store operations
  • Willing to go the extra mile to meet the overall goals and targets of order operations
  • Strong leadership qualities to build a highly motivated team to work in challenging and dynamic situations

Qualification

  • Post graduate diploma / MBA (preferably in Retail or Logistics Operation) with minimum 5+ years of experience in managing order fulfillment for brands and retailers on marketplaces or their own ecommerce platforms at scale
  • Know how of couple of retail ERP’s (e.g. SAP, Oracle etc) and POS systems 
  • Advanced MS office skills
  • Reading and speaking capabilities of one or more regional language in addition to English and Hindi
  • Previous experience on Omnichannel order fulfillment

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