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Manager, eCommerce Operations

Designation: Manager, eCommerce Operations
Reporting Relationship: Reports to the VP/DGM of eCommerce Production/Operations.

Job Code: SUNOM01

Job Summary:

Reporting to the VP/DGM of eCommerce Production/Operations, the Manager, eCommerce Operations will lead multifaceted eCommerce projects that demand designing merchandising and SKU building processes, managing omni-channel inventory sharing processes for multi-channel retailers, diagnosing the core issues plaguing a client's retail operations, recommending product development enhancements, facilitating back-end support and customer care, conducting content & data analysis and optimization. The position requires robust analytical abilities, and a creative approach to problem-solving coupled with strong interpersonal skills.

Roles & Responsibilities:

  • Managing the operations teams and production support of the eCommerce environments in the delivery of client engagements.
  • Contributing to the development of various eCommerce service/solution offerings.
  • Ensuring the eCommerce Operations Management teams are accountable for their performance, including but not limited to quality, volume, and time/attendance, and are operating at peak efficiency.
  • Monitoring and reporting of progress, status, metrics and KPIs to required stakeholders at all levels.
  • Acting as the subject matter expert for product data and content management, cataloging and the related requirements for eCommerce marketplace remarketing.
  • Analyzing production reports (taxonomy design and product classification, search and navigation filters, sourcing and SKU attribute building, product content enrichment, image optimization, product cross linking, brand/manufacturer cross reference,
  • product onboarding, etc.), with the teams to determine conformity with product specifications, and across channels.
  • Leading the continuous improvement of the eCommerce strategy for retail clients that contributes to a multi-channel strategy and framework, involving eCommerce marketplaces, comparison shopping engines, PoS, and Mobile.
  • In-depth understanding of all the leading eCommerce platforms, PIM, ERP and multi-channel inventory listing tools, etc.
  • Creating and maintaining highly organized processes for product database maintenance, multi-system data structure analysis, merging databases, content systems, and mapping data sources, and establishing style guides and data standardization policies.
  • Proactively managing and supporting eCommerce back-office services like online chat support, email support, order tracking, competitor analysis, inventory management, etc., for client organizations.
  • Working cross-functional to ensure eCommerce deliveries are optimized across channels (Data, Content, Online Marketing, Customer Support & Technology Units)
  • Participating in the development and cultivation of client relationships; partnering closely with the client's in-house team for effective service/solution flows.
  • Supporting business development and sales teams to maximize revenue, and improve NPS and CSAT.
  • Contributing to practice thought leadership, body of knowledge, and process optimization; representing the Company in industry forums.

Skills & Qualifications:

  • Minimum of 5 years of eCommerce, catalog/merchandising, online retail industry experience
  • Bachelor's degree, MBA or equivalent graduate degree
  • Keen understanding of the eCommerce ecosystems and client needs
  • Understanding of technical aspects of eCommerce applications, SaaS tools, database-driven functionalities, general web/mobile functionality, etc.
  • Project management skills with an excellent ability to organize complicated tasks and issues
  • Proven ability to lead and motivate teams in dynamic and challenging work environments
  • Excellent communication (written and oral) and interpersonal skills
  • Ability to function both in start-up like environments and large matrixed organizations
  • Ability to collaborate with cross functional teams at all levels

How to Apply

To apply for this role, please upload your resume here, or email your CV along with your contact details to our HR Team at hr@suntecindia.com or info@suntecindia.com. Please mention the job code and the position you are applying for in the subject field of your email.

"To find a good partner in the rising ePub market is not easy. Quality is everything and a good eye for details is a prerequisite. If not - the small mistakes will delay the speed of production and give you continues headache. Sun Tec India has been all that we had wished for. Top quality, high speed delivery and with fair prices... We are more than satisfied!" Mattias LångstrÖm, Publisher, England