Website:
mysnugs.in
Job details:
Job Title
D2C / E-Commerce Operations Manager
Experience Required
3–5 years of relevant experience in D2C / e-commerce operations, preferably within the apparel, fashion, baby, kidswear, or lifestyle products segment.
Job Purpose
The D2C / E-Commerce Operations Manager will be responsible for managing and optimizing the complete e-commerce order lifecycle—from order placement and inventory allocation to dispatch, last-mile delivery, returns, and customer experience. The role requires strong operational ownership, coordination with marketplaces and logistics partners, and a data-driven approach to improving fulfilment efficiency and business performance.
Key Responsibilities1. Order Management & Fulfilment
- Manage the complete order processing cycle across the company's D2C website, marketplaces, and other online sales channels.
- Ensure orders are processed, picked, packed, invoiced, and dispatched within defined timelines.
- Monitor order accuracy and minimize cancellations, delays, incorrect shipments, and fulfilment errors.
- Coordinate with warehouse and fulfilment teams to ensure smooth and timely order execution.
- Establish and monitor SOPs for order processing and fulfilment.
2. Inventory Planning & Management
- Monitor real-time inventory across D2C platforms, marketplaces, warehouses, and stores where applicable.
- Coordinate inventory allocation based on demand, sales velocity, location, and channel requirements.
- Identify fast-moving, slow-moving, and ageing inventory and take corrective action.
- Work closely with merchandising, procurement, and warehouse teams to prevent stock-outs and excess inventory.
- Ensure accurate inventory synchronization across all e-commerce platforms.
- Support demand forecasting and inventory planning for seasonal campaigns, launches, and promotional periods.
3. E-Commerce Platforms & Marketplaces
- Manage day-to-day operational activities across the company's e-commerce website and online marketplaces.
- Work with e-commerce platforms, marketplace portals, OMS, ERP, WMS, payment gateways, and other relevant systems.
- Ensure product availability, pricing, inventory, order status, and fulfilment information are accurately updated.
- Coordinate with marketplace account managers and platform support teams to resolve operational issues.
- Monitor marketplace performance and identify opportunities for improving operational efficiency.
4. Logistics & Last-Mile Delivery
- Coordinate with courier companies, 3PL partners, aggregators, and logistics service providers.
- Monitor pickup schedules, transit times, delivery performance, and shipment exceptions.
- Track undelivered, delayed, lost, damaged, and RTO shipments and ensure timely resolution.
- Work towards improving delivery TAT and reducing logistics-related customer complaints.
- Evaluate logistics partner performance based on service levels, cost, coverage, and delivery success rate.
- Coordinate logistics requirements during sales campaigns and peak-demand periods.
5. Returns, Refunds & RTO Management
- Manage the complete reverse-logistics process, including customer returns, exchanges, refunds, and Return-to-Origin shipments.
- Analyze reasons for returns, cancellations, and RTOs.
- Identify recurring operational or product-related issues contributing to returns.
- Coordinate with warehouse, customer service, finance, and logistics teams to ensure timely resolution.
- Develop initiatives to reduce unnecessary returns and improve overall customer satisfaction.
6. KPI Monitoring & Data Analysis
- Develop and maintain regular operational dashboards and reports.
- Track key performance indicators such as:
- Order accuracy
- Order fulfilment rate
- Dispatch TAT
- Delivery TAT
- On-time delivery percentage
- Cancellation rate
- Return rate
- RTO percentage
- Inventory accuracy
- Stock-out rate
- Logistics cost per order
- Customer complaints
- Analyze operational data to identify bottlenecks, trends, and improvement opportunities.
- Present regular performance reports and actionable insights to management.
7. Process Improvement
- Identify gaps in existing e-commerce operational processes and implement improvements.
- Develop and maintain SOPs for order processing, fulfilment, inventory, logistics, returns, and escalation management.
- Automate repetitive operational activities wherever possible.
- Work with technology and operations teams to improve system integration and data accuracy.
- Continuously improve order-to-delivery timelines and operational efficiency.
8. Cross-Functional Coordination
- Work closely with Sales, Marketing, Warehouse, Procurement, Finance, Customer Service, IT, and Product/Merchandising teams.
- Coordinate with marketing teams before major campaigns to ensure adequate inventory and fulfilment capacity.
- Ensure operational readiness for new product launches, seasonal sales, discounts, and promotional campaigns.
- Communicate operational risks and constraints proactively to management.
Required Skills & Competencies
- Strong understanding of D2C and e-commerce operations.
- 3–5 years of experience managing e-commerce operations, preferably in apparel, baby products, kidswear, fashion, or consumer products.
- Strong knowledge of order management and fulfilment processes.
- Hands-on experience with inventory planning and stock management.
- Experience working with e-commerce marketplaces and online selling platforms.
- Strong understanding of logistics and last-mile delivery operations.
- Experience managing courier, 3PL, and logistics partners.
- Strong analytical and problem-solving abilities.
- Excellent understanding of operational KPIs and performance dashboards.
- Proficiency in MS Excel / Google Sheets and ability to work with operational data.
- Experience with OMS, ERP, WMS, marketplace panels, or e-commerce management tools will be an advantage.
- Strong communication and coordination skills.
- Ability to work in a fast-paced, target-oriented environment.
Preferred Candidate Profile
The ideal candidate should be a hands-on e-commerce operations professional who can independently manage the complete order-to-delivery cycle. The candidate should be comfortable working with data, technology platforms, warehouses, logistics partners, and internal teams while maintaining a strong focus on operational accuracy and customer experience.
Experience in apparel, baby products, kidswear, fashion, or other high-SKU consumer product categories will be strongly preferred.
Key Performance Indicators (KPIs)
The performance of the role will be evaluated based on:
- Order processing and fulfilment accuracy
- On-time dispatch and delivery
- Reduction in order cancellations
- Reduction in RTO and return rates
- Inventory accuracy and availability
- Logistics cost optimization
- Reduction in fulfilment errors
- Improvement in customer experience
- Marketplace operational performance
- Successful execution of promotional and peak-season orders
- Timely resolution of operational escalations
- Implementation of process improvements and automation
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