eCommerce Operations Manager - FMCG

Role Overview:

We are seeking a detail-oriented and efficient E-commerce Operations Manager to oversee the day-to-day management of online sales channels. The ideal candidate will ensure smooth operations, optimize the customer experience, and manage the fulfillment process for all online orders.

Key Responsibilities:

E-commerce Platform Management:

- Manage and optimize the e-commerce website and presence on third-party marketplaces.

- Ensure product listings are accurate and optimized for sales.

- Implement tools and features to enhance the shopping experience.

Inventory Management:

- Collaborate with the production team to ensure adequate stock levels.

- Implement inventory tracking to prevent stockouts or overstock situations.

- Align inventory with promotional activities.

Order Fulfillment and Logistics:

- Oversee order fulfillment from receipt to delivery.

- Manage shipping partners to ensure timely and cost-effective delivery.

- Implement strategies to optimize shipping costs and times.

Customer Service Management:

- Manage the customer service team to ensure high satisfaction.

- Handle escalated issues and resolve them effectively.

Returns and Refunds:

- Oversee the returns and refunds process in alignment with company policies.

- Analyze returns data to recommend product or process improvements.

Performance Analysis and Reporting:

- Monitor key metrics like order processing time, shipping accuracy, and customer satisfaction.

- Provide regular reports on operational performance.

Process Optimization:

- Continuously review and optimize operations for efficiency.

- Implement automation where possible to streamline processes.

Qualifications:

- Bachelor's degree in Business, Supply Chain Management, or related field; MBA is a plus.

- 3-5 years of experience in e-commerce operations or supply chain management.

- Strong understanding of e-commerce platforms and inventory management.

- Excellent analytical, problem-solving, and project management skills.