Operation eCommerce Manager (Brand.com Focus)

We are seeking a highly skilled and experienced Operation eCommerce Manager to lead and focus optimize daily operations of our Brand.com platform. This role is responsible for ensuring seamless end-to-end execution across order management, logistics, merchandising, and customer experience while driving operational excellence and revenue growth. The ideal candidate has proven experience managing Brand.com eCommerce operations and is passionate about building best-in-class direct-to-consumer (D2C) experiences.

Key Responsibilities

Operational Management

Oversee daily operations for Brand.com, including order processing, payment flow, inventory alignment, fulfillment, and returns.

Ensure smooth coordination across internal teams (Marketing, Supply Chain, IT, Finance) and external partners (logistics providers, payment gateways).

Implement and monitor SLA/KPI frameworks for order accuracy, delivery times, customer satisfaction, and platform performance.

Process Optimization & Efficiency

Design, standardize, and continuously improve eCommerce processes for scalability and automation.

Collaborate with tech/product teams to enhance OMS, CRM, loyalty programs, and other system integrations.

Apply data-driven insights to reduce costs, increase conversion, and improve customer lifetime value.

Commercial & Merchandising Support

Support campaign launches, product availability, and price hygiene enforcement on Brand.com.

Ensure correct product content, promotions, and category structure align with marketing strategy.

Partner with demand planning and supply teams to optimize stock levels and forecast accuracy.

Customer Experience Excellence

Monitor end-to-end customer journey from browsing to post-purchase.

Resolve escalated customer issues and ensure policies for returns/refunds are executed fairly and efficiently.

Collaborate with UX, marketing, and service teams to deliver seamless experiences.

Reporting & Performance Management

Track and report on daily/weekly/monthly KPIs (traffic, conversion, AOV, fulfillment rates, NPS).

Conduct root-cause analysis of operational issues and drive corrective actions.

Prepare management updates and operational dashboards.

Qualifications

Education: Bachelors degree in Business Administration, Supply Chain, eCommerce, or related field (Masters preferred).

Experience: Minimum 57 years of eCommerce operations experience, with at least 3 years managing Brand.com channels (D2C focus).

Strong knowledge of OMS, ERP, CRM, and eCommerce platforms (e.g., Shopify Plus, Salesforce Commerce Cloud, Magento, custom platforms).

Proven ability to manage cross-functional teams and third-party vendors.

Strong analytical mindset with experience in data-driven decision-making.

Excellent communication, problem-solving, and stakeholder management skills.

Ability to thrive in a fast-paced, high-growth environment.

What We Offer

Opportunity to build and scale the Brand.com operation for a leading brand.

Collaborative environment with cross-functional exposure (Marketing, Tech, Supply Chain).

Competitive compensation package and performance-based incentives.

Career growth opportunities within a dynamic and expanding organization.