E-Commerce Manager - For a High street start-up company

Job Description

E-commerce Operations? Develop, implement and review operational policies and procedures? Work closely with Top Level Management to achieve short-term & long-term goals? Facilitate smooth functioning of activities and coordination among stakeholders? Ensure there is no communication gap between outsourced partners and internal team? Ensure operational deadlines are met? Ensure team is following their duties as defined in SOPs? Suggest policies and strategic decisions, best fit for the business? Build alliances and partnerships with other organizations (Eg: Logistics, cross promotions, etc)Marketing & Sales? Supervise activities of marketing team? Coordinate with Digital Marketing & Branding Agencies? Design and implement marketing plans and strategies? Monitor all e-commerce and digital marketing activities? Devise strategies along with management & marketing team to increase sales? Develop strategies to achieve sale targetsCustomer Care? Study customer grievances and derive solutions? Ensure the quality standard of customer service is maintained? Quality check customer calls to assess customer care team?s performance? Train the Customer Care Team as per SOPs? Regularly update the FAQs list & SOPs? In case of customer complaints, follow-up & ensure the complaint is resolved. In critical cases, personally, handle the customer grievances until resolved.? Devise strategies to improvise customer experienceDistribution Centre & InventoryMonitor the inbound and outbound activities? Monitor and control warehouse activities and ensure smooth warehouse operations? Inventory planning to avoid out-of-stock & excess stock situations? Ensure quality control is followed as per SOPs for all inbound shipments? Product catalogue management? Manage time efficiently to ensure all logistics deadlines are met? Tie-ups with external partners (Eg: 3PL, etc)? Ensure SOPs are being followed at DC? Responsible for stock reconciliation? Overall Inventory Management? Training to be given regularly to Warehouse Staff (especially A1 & A2)? Complete responsibility towards stock pilferage.? In case of any discrepancy in stock value, qty or quality, you shall be liable towards the loss, as per the policy framed.IT? Ensure Web-store is working smoothly. In case of any technical error follow-up and get it resolved from the technical team? Tie-up with Hardware & Networking Agencies for AMC at back office & DC? In case of any technical breakdown in web-store, hardware or networking devices, follow-up and ensure issues are solved immediately.Accounts & FinanceSupervise the duties of Accountant related to business operations i.e. customer returns accounting, operating expenses, outsourcing partner payments, etc? Approve petty cash expenses as per the budgets sanctioned? Ensure any customer complaints related to payment is communicated and resolved on-timeHR & Admin? Manage staff grievances. In case of critical concerns involve HR Manager/ Operations Head and get the issue solved? Review and approve leaves for back-office & DC staff? Cross-check & approve attendance sheet for back-office & DC staff? Ensure staff is following HR Policies. In case, any employee violating the HR Policies, take corrective action? Ensure a healthy work environment is maintained? Ensure regular trainings are conducted to improvise sales skillsets of team members? Ensure the staff matrix is maintained. In case of any talent requirement, coordinate and assist HR team/ consultant to fulfill the sameLegal:? Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations (in coordination with legal consultant & accounts team)? Review third party agreements from business stand point? Follow-up and get legal agreements vetted from legal consultant? Resolve customer legal complaints in coordination with legal consultantAudit & Review? Team Review Meeting every week? Management Review Meeting: Conduct regular review meetings with top level management and highlight the positives and negatives. Make an action-plan against points to be implemented.? Process Audits to be conducted every month? Staff Performance Audit every quarter

Keyskills :
E-commerce Womens Wear Retail