Job TitleD2C / E-Commerce Operations Manager

Experience Required3–5 years of relevant experience in D2C / e-commerce operations, preferably within the apparel, fashion, baby, kidswear, or lifestyle products segment.

Job PurposeThe 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.
- Robust 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 ProfileThe 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:

1. Order processing and fulfilment accuracy
2. On-time dispatch and delivery
3. Reduction in order cancellations
4. Reduction in RTO and return rates
5. Inventory accuracy and availability
6. Logistics cost optimization
7. Reduction in fulfilment errors
8. Improvement in customer experience
9. Marketplace operational performance
10. Successful execution of promotional and peak-season orders
11. Timely resolution of operational escalations
12. Implementation of process improvements and automation

📌 Ecommerce Operation Manager (Erode)
🏢 Snugs
📍 Erode