Head - Operations - eCommerce/Retail Startup

JOB DESCRIPTION :

Brand : Multi Brand E-commerce/retail beauty brand

Division/Department : Retail Operations

Job Title : HOD Operations

Work Location : Gurgaon

Job Type : Full Time

Responsibilities :

1. Delivery experience :

- Responsible for managing and ensuring that click to ship and ship to deliver SLAs are met in coordination with Fulfilment centre, supply chain team, 3P logistics player

- Responsible for reviewing the order pipeline and ensuring that there are no stuck orders. Also, root causing and eliminating the root cause for any reason for order delay or stuck in pipeline

- Responsible for managing customer promise delivery SLAs on webstore basis the outbound forecast, FC processing capacity, FC-pincode specific delivery timelines and any internal/external exigency

- Internal and external exigency management to avoid any negative impact on delivery and customer experience

- Minimize order split to provide better customer experience

- Work on right and appropriate packaging to have better delivery experience

- Responsible for eliminating and minimizing all the errors in delivery experience - missing products, switchroo, damaged products, near expiry products, wrong products etc.

- Responsible for improving the speed for customer shipment delivery

- Custodian of customer return, exchange and refund policies and to make align with customer expectations and industry practice.

2. Inventory management :

- OTB, PO, Ageing, expiry (Healthy/Unhealthy)

- Work with relevant departments to manage inventory requirements and determine quantity and timing of deliveries.

- Manage the OTB sales and inventory at SKU/brand level and ensure that the merchandise targets will be met on a monthly, quarterly and annual basis

- Direct procurement policies to ensure all items are purchased and delivered within budget and time constraints and facilitate timely placement of purchase orders

- Track and report key functional metrics to reduce expenses and improve effectiveness.

- Manage and maintain strategic relationships with key suppliers of Brands and vendors of private labels

- Establish and update an approved vendor/supplier database

- Develop and manage purchasing budgets and forecasts and collaborates with Merchandising to ensure adherence to the purchases plan

- Manage the health of inventory in terms of aging and expiry

3. Vendor operations and support : PO/SO operations

- Prepare and process requisitions and purchase orders (PO) for supplies and monitor ongoing compliance with purchasing policies and procedures and review purchase orders for proper authorization and compliance with organizational policy and procedures

- Manage team on day to day basis to execute vendor facing operations - PO, SO, OTB, RTO, STN etc

- Analyze historical data and current trends to identify risks and opportunities.

- Track and report key functional metrics to reduce expenses and improve effectiveness.

- Manage and maintain strategic relationship with Brands.

- Monitor supplier and vendor compliance with contractual agreements and introduce performance improvements measures for vendors

- Troubleshoot cost, quality and delivery concerns and manage risk relating to quality, cost, delivery.

4. Customer care- Resourcing :

- Custodian of customer experience and raise the alarm across functions if anywhere customer experience is breaking basis customer feedback or other observations

- Building system, processes for a scalable customer service function/team and also systematically eliminating the root causes for traffic for customer complaints/issues

- Ensuring adherence to all the target SLAs related for various channels (calls, mails, chat) for first response, resolution, refund timelines etc

- Resource planning for day to day operations and long term sustainability

- Peak planning for customer care

- Ensuring that CC team manages order flow: Hold Order, Verification's, Gift Card Orders, Employee Orders Returns, Refunds.

- Assist in New Hiring and Training

- Handle Customer Concerns/Trouble-shoot issues in the case of executive escalations.

- Responsible for managing the CPU and concessions

- Responsible for managing ORM other than Facebook and Instagram

5. Supply chain planning :

- Forecasting for all the flows - Inward, outward, customer return, vendor return

- Providing inputs for JIT/Owned inventory model

- Peak planning for the FC and Trans volumes and also defining customer promise SLAs.

6. Retail store operations and supply chain :

- Responsible for managing retail and distribution business operations in terms of :

a. Supply chain

b. Inventory management

c. Setting up a store and operationalizing it.

7. System & Analytics :

- Responsible for providing and analysing all the reports related to key KPIs/metrices related to Operations - Omni channel and customer care

- Responsible for deep dive in case of any deviations and planning/executing the solutions for eliminating the root causes

- Responsible for understanding all the systems used for Operations, Order fulfilment, customer care and providing input in terms of gaps.

- Work with product team, tech team and 3P partners for various enhancements, feature activations.

8. Program management :

- Will be responsible for managing all the programs related to operations (online, stores, distribution), customer care - cost reduction, customer experience, process improvement

Performance Goals :

Measurable :

- Individual Productivity

- Accuracy and Completeness of all tasks.

- Marketing material/ graphics printing cost reduction- as per business plan.

- Quality improvement of all assets utilization- as per business plan.

- Attendance and punctuality.

Non-Measurable :

- Teamwork

- Punctuality

- Maintaining work timelines

- Going beyond the call of duty to satisfy customers/organization's need

- Multi-Functionality

- Self-Motivation

- Positive attitude

- Timely and accurate information to superiors.