- Develop and execute omni-channel growth strategy (Marketplace + Store fulfilment)
- Drive integration between retail stores and online order fulfilment ( ship-from-store)
- Ensure consistent brand and customer experience across channels
2. E-commerce Operations
- Manage daily operations across platforms (Amazon, Flipkart, Myntra, etc.)
- Monitor order lifecycle: processing, dispatch, delivery SLAs
- Handle escalations related to orders, cancellations, returns, and refunds
3. Marketplace Management
- Drive sales performance across marketplaces
- Optimize product listings, pricing, promotions, and visibility
- Coordinate with marketplace account managers
4. Inventory & Fulfilment Coordination
- Work closely with supply chain and store teams for stock availability
- Ensure optimal inventory allocation across warehouses and stores
- Reduce stock-outs and improve fulfilment efficiency
5.
Performance Monitoring & Analytics
- Track KPIs: GMV, conversion rate, order fill rate, cancellation %, SLA adherence
- Generate weekly/monthly performance reports
- Identify gaps and drive corrective actions
6. Customer Experience Management
- Improve end-to-end customer journey across digital channels
- Monitor customer complaints and feedback trends
- Work with CX teams to reduce escalations and improve NPS
7. Promotions & Campaigns
- Plan and execute online campaigns, offers, and sale events
- Coordinate with marketing for digital campaigns and traffic generation
- Align offers across online and offline channels
8. Cross-functional Coordination
- Collaborate with Retail, IT, Marketing, Supply Chain, and Finance teams