Head of Ecommerce Ops

# HEAD – E-COMMERCE OPERATIONS ## Job Summary The **Head – E-commerce Operations** is a strategic leadership role responsible for managing and optimizing the day-to-day functioning of the e-commerce business across the brands . The role aims to ensure seamless execution of online sales channels, drive operational excellence, and achieve profitable growth by coordinating across multiple functions including technology, supply chain, marketing, and customer service. The individual will translate business and brand strategies into effective operational practices, fostering a data-driven culture and leading a high-performing team to meet key performance indicators. ## Responsibilities - **Own the daily operations** of the e-commerce business across D2C websites and domestic/international marketplaces, ensuring smooth execution of trading calendars, product launches, campaigns, and promotions. - **Monitor and improve** commercial performance metrics such as revenue, gross margin, contribution, conversion rates, AOV, ASP, inventory productivity, discounts, returns, and cancellations; prepare performance dashboards and conduct regular reviews. - **Manage D2C website operations**, including product uploads, content management, pricing, merchandising, site performance, and customer journey optimization. - **Oversee marketplace operations**, ensuring timely catalogue creation, assortment activation, pricing, inventory management, and promotional execution, while maintaining strong partner relationships. - **Coordinate inventory and merchandising strategies** with brand teams to ensure optimal product availability, stock management, and inventory hygiene. - **Own the end-to-end fulfillment process**, working with supply chain and logistics partners to improve order processing, delivery, returns, refunds, and customer escalations. - **Act as the primary interface with technology teams** to prioritize platform enhancements, ensure system integrations, and support larger digital transformation initiatives. - **Support omnichannel initiatives** such as inventory visibility, ship-from-store, store fulfillment, and click-and-collect models, collaborating with retail and supply chain teams. - **Build a data-driven operating culture** by establishing dashboards, KPIs, and regular performance reviews to identify risks, opportunities, and operational improvements. - **Lead and develop the e-commerce operations team**, fostering accountability, process discipline, and cross-functional collaboration across marketplace, website, merchandising, and analytics functions. ## Qualifications - 6–12+ years of experience in **e-commerce, digital retail, or omnichannel operations**, preferably within **fashion, lifestyle, retail, or consumer businesses**. - Strong understanding of **e-commerce P&L drivers**, including margins, discounting, inventory management, and customer economics. - Proven experience managing **large-scale D2C and marketplace operations**. - Deep knowledge of **website operations, digital merchandising, fulfillment, and customer experience**. - Familiarity with **enterprise e-commerce platforms** such as **Salesforce Commerce Cloud** or similar. - Excellent **analytical skills** with the ability to translate data into actionable insights. - Strong **stakeholder management** and **cross-functional leadership** capabilities. - Educational qualifications such as **BTech, BSc, MBA, or equivalent** in relevant fields. ## Preferred Skills - Experience with **platform integrations** involving ERP, payment gateways, logistics, and marketplaces. - Knowledge of **digital marketing** and **customer relationship management (CRM)** tools. - Ability to lead **transformation projects** and implement process improvements. - Entrepreneurial mindset with a focus on **ownership and execution**. - Strong problem-solving skills with a bias towards **delivery and closure**. ## Experience - **Minimum 8 years** of relevant experience in e-commerce or digital retail. - Demonstrated success in managing **multi-channel operations** and leading **high-performing teams**. - Experience working in **fast-paced, matrix organizations** with multiple stakeholders. ## Environment - The role is based in **Mumbai** - The position involves **collaborating across multiple functions** including technology, supply chain, marketing, and retail. - The work environment is **dynamic and fast-paced**, requiring agility and proactive problem-solving. ## Salary *Not specified.* ## GrowthOpportunities *Not specified.* ## Benefits *Not specified.*