E-commerce Operations Manager

Job Description

Tasks and Responsibilities :

• Oversee daily e-commerce operations, ensuring that all processes run smoothly, efficiently, and meet business goals
• Develop and implement standard operating procedures (SOPs) for e-commerce processes to improve efficiency
• Working closely with procurement team to monitor product stock and forecast demand to ensure products are available without overstocking
• Ensure that customer orders are processed accurately and delivered on time
• Manage and troubleshoot any operational issues related to order processing, such as refunds, delays, or delivery issues
• Oversee customer service operations, ensuring that inquiries and complaints are handled promptly and professionally
• Track and analyze key performance indicators (KPIs) related to e-commerce operations (e.g., SLA delivery, order accuracy, response time, etc.) and identify areas for operational improvement and develop action plans to enhance efficiency

Requirements :

• Proven experience in managing e-commerce operations with min. 4 years experience
• Preferable from FMCG / retail company
• Strong attention to detail
• Ability to adapt to a fast-paced and evolving e-commerce environment
• Experience in leading and managing a team, with strong leadership and interpersonal skills
• Excellent problem-solving skills, with the ability to troubleshoot and resolve operational issues quickly
• Ability to interpret data, identify trends, and make data-driven decisions to optimize operations.
• Strong organizational and project management skills, with experience in coordinating multiple projects simultaneously