Job Requirements Senior Manager – Ecommerce Merchandising & Operations Role Purpose Own the operational performance of Titan’s ecommerce business across merchandise availability, inventory deployment, order fulfilment, logistics, customer complaints, returns and RTO/RVP reduction. The role will ensure that the right products are available online, orders are delivered within the promised timelines and fulfilment-related revenue leakages and customer issues are actively controlled.

Key Responsibilities
1. Ecommerce Merchandising and Inventory
• Own online assortment availability across brands, categories, price bands and key commercial events.
• Work with brand, merchandising and supply teams to ensure adequate inventory depth for campaigns and high-demand products.
• Track in-stock percentage, out-of-stock products, lost demand, inventory ageing and sell-through.
• Improve the visibility and availability of priority products across PLP, PDP, search and campaign pages.
• Coordinate inventory activation across warehouses, stores, cities and pincodes.
• Ensure that new launches, promotional products and hero SKUs are activated online on time.
• Identify gaps between customer demand, online visibility and available inventory. 2. Order Fulfilment and Logistics
• Own order fulfilment performance from order placement to customer delivery.
• Track and improve order-to-invoice, dispatch SLA and order-to-delivery time.
• Deliver against the O2D target of 2.5 days.
• Monitor performance by warehouse, logistics partner, city, pincode, brand and payment type.
• Expand and improve same-day, next-day and express-delivery coverage.
• Ensure accurate delivery promises are displayed to customers.
• Work with warehouses, stores and logistics partners to resolve fulfilment bottlenecks.
• Maintain more than 99% adherence to dispatch SLA. 3. RTO and RVP Reduction
• Own the reduction of RTO and RVP across the ecommerce business.
• Analyse RTO and RVP by customer, pincode, logistics partner, product, price point, payment mode and acquisition source.
• Identify the root causes of delivery refusal, failed delivery, product returns and customer dissatisfaction.
• Improve NDR management, customer confirmation and delivery re-attempt processes.
• Strengthen COD controls using customer history, order value, SKU value and risk signals.
• Validate and improve RTO prediction models and order-blocking rules.
• Ensure that genuine customers are not incorrectly blocked.
• Track return pickup, quality-check and refund turnaround time. 4. Customer Complaints and Escalation Management
• Own the review and resolution of ecommerce customer complaints related to products, delivery, returns, refunds, cancellations and order fulfilment.
• Monitor complaints received through customer service, social media,



stores and leadership escalations.
• Classify complaints by issue type, brand, product, warehouse, logistics partner and stage of the customer journey.
• Conduct root-cause analysis for repeated and high-impact complaints.
• Work with customer service, supply chain, logistics, merchandising and technology teams to resolve systemic issues.
• Define resolution timelines and ensure adherence to complaint-closure SLAs.
• Track ageing complaints and personally drive closure of critical customer escalations.
• Identify recurring issues related to product quality, incorrect products, damaged shipments, packaging, delayed delivery and refund delays.
• Convert customer complaints into clear process, system and policy improvements.
• Publish regular complaint trends, root causes, corrective actions and closure status to the leadership team. 5. Business and Customer Performance
• Protect revenue by reducing out-of-stock losses, cancellations, fulfilment failures, RTO and returns.
• Improve customer NPS through reliable delivery and faster resolution of complaints.
• Ensure prepaid return pickup-to-refund is completed within defined timelines.
• Quantify revenue lost due to out-of-stock products, delayed dispatches, cancellations, RTO and RVP.
• Create weekly and monthly action plans based on operational and customer-performance trends. 6. Systems, Governance and Process Improvement
• Work with technology and platform partners across SFCC, Salesforce, Shiprocket and other fulfilment systems.
• Validate that system rules and integrations are working as intended.
• Lead UAT and business validation for logistics, inventory, delivery promise, COD, complaints and returns-related changes.
• Maintain dashboards and automated alerts for critical operational KPIs.
• Conduct regular reviews with merchandising, supply chain, warehouses, customer service, finance and technology teams.
• Establish clear owners and closure timelines for operational issues. Key Performance Indicators
• Online assortment availability and in-stock percentage
• Revenue loss due to out-of-stock products
• Inventory sell-through and ageing
• Order-to-invoice time
• Dispatch SLA adherence
• Order-to-delivery time
• Same-day and next-day delivery coverage
• Delivery success rate
• Cancellation rate
• RTO percentage and value
• RVP percentage and value
• NDR recovery rate
• Return pickup-to-refund turnaround time




• Complaint rate per 1,000 orders
• Complaint-resolution turnaround time
• Percentage of complaints closed within SLA
• Repeat complaint rate
• Customer NPS and fulfilment-related complaints
• Logistics cost per delivered order Candidate Profile
• 6–10 years of experience in ecommerce merchandising, supply chain, fulfilment, customer experience or marketplace operations.
• Strong understanding of inventory planning, online merchandising, logistics, complaints, returns and COD operations.
• Experience managing high-volume ecommerce operations across multiple brands or categories.
• Strong analytical ability and comfort working with SKU-, order-, warehouse-, pincode
- and complaint-level data.
• Experience working with ecommerce platforms, OMS, WMS, CRM systems, logistics aggregators and reporting tools.
• Strong cross-functional stakeholder management and execution skills.
• Ability to identify operational problems, quantify their commercial and customer impact and drive closure.
• Experience in fashion, lifestyle, watches, jewellery or omnichannel retail would be preferred. Work Experience
• 6–10 years of experience in ecommerce operations, merchandising, fulfilment, logistics or customer experience.
• Experience managing the complete ecommerce order lifecycle—from inventory availability and order placement through delivery, returns and refunds.
• Strong understanding of ecommerce merchandising, assortment planning, inventory deployment, stock availability and sell-through.
• Hands-on experience in improving fulfilment KPIs such as order-to-invoice time, dispatch SLA, O2D, delivery success and logistics cost.
• Experience analysing and reducing RTO, RVP, cancellations, NDR and customer returns.
• Strong capability in handling customer complaints, escalations, root-cause analysis and closure within defined SLAs.
• Ability to analyse performance at SKU, order, warehouse, logistics-partner, city and pincode levels.
• Experience working with ecommerce platforms, OMS, WMS, CRM and logistics-management systems. Exposure to SFCC, Salesforce or Shiprocket would be an advantage.
• Solid working knowledge of Excel and reporting or visualisation tools; ability to convert operational data into clear actions.
• Proven ability to work cross-functionally with merchandising, supply chain, warehouses, stores, customer service, finance and technology teams.
• Strong problem-solving, stakeholder-management and execution skills, with the ability to drive issues to closure.
• Experience in fashion, lifestyle, watches, jewellery or omnichannel retail is preferred.
• Bachelor’s degree in business, operations, supply chain, engineering or a related discipline; an MBA or postgraduate qualification is preferred.

📌 Manager-Category & Site Merchandising (Bengaluru)
🏢 Titan
📍 Bengaluru