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 recent launches, promotional products and hero SKUs are activated online on time.
- Identify gaps between customer demand, online visibility and available inventory.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.
- Strong 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 Company
📍 Bengaluru