PRE-REQUISITES • Qualification: Bachelor’s degree with a specialization in Operations or related field. A Master’s degree would be an advantage • Experience: Overall 10-12 years of experience. 6+ years experience in E-commerce Operations. Experience in Logistics and Marketing is mandatory. Experience in the Beauty industry is preferred. • Gender: Female/ Male • Languages: English (mandatory), Arabic (preferred)
Business Operations • Define the Company short term and long term goals, and objectives and discuss with the management • Prepare overall Business and financial plan and budget Blueprint, present to management and get their approval • Prepare the budget for the approved Business Plan and present it to the management for their review and approval • Implement the approved Business plan and strategies and track the progress achieved as per the defined timelines • Analyse the market and competitors and define the short and long term strategies • Assess new opportunities for the business • Evaluate company’s financial, operational, and sales and marketing structures to plan for continual improvements and to increase operating efficiencies and submit the reports to the management • Supervise the work of employees and provide feedback and counsel to improve efficiency and effectiveness • Maintain relationships with partners/vendors/suppliers.
E-commerce Operations • Plan the overall Operations activities and roll them out to other team members • Plan the budget – marketing, new product Launch, operations, etc. • Plan and implement policies and strategic decisions, best fit for the business operations • Guide the team in project planning, task management and project execution • Coordinate with Team for Timely Project tracking and review of work progress • Review and analyze the MIS reports shared by Team and necessary action plan • Monitor the warehouse operations • Timely updates from Ecommerce Manager – Ecommerce operations, Software, Website, Marketing, customer reviews, feedbacks and complaints etc. • Ensure the team is following their duties as defined in SOPs • Ensure operational deadlines are met .
Team and Work Management
A. Buying and Merchandising Team ▪ Examine the market research Reports to understand beauty trends, customers, lifestyles, etc. and take Business decisions ▪ Review and approve range plan, vendors, agreements (along with the legal team), payments etc. ▪ Plan roadmap for new product launch as per the range plan with Team ▪ Plan and monitor Product selection, sourcing, storage, marketing, Launch, delivery etc. ▪ Analyze inventory intelligent reports i.e. fast movers, slow movers, product demand trends, category demand trends, etc ▪ Negotiating quantity, price, delivery timelines and terms of the contract with vendors ▪ Approve the sourcing & selection of SKUs, vendors, etc. ▪ Review the procurement planning and progress ▪ Audit the software entries – PO, BOM, GRN, PI, Reports etc ▪ Evaluate the performance of vendors as per their product quality and delivery timelines
B. Customer care Team ▪ Review and audit of call recording, software entries, complaint tickets etc. ▪ Ensure FAQ list is updated ▪ Review and approve customer returns, exchanges and refunds ▪ Study customer reviews, feedback and complaints and take necessary actions
C. Accounts Team ▪ Review overall accounting and financial strategies ▪ Approval of Quotations, agreements (along with Legal Team), expenses, and payments ▪ Review of software entries, reports, statements and payment approvals ▪ Review financial budgets, data and Reports.
D. Human Resource and Admin Team ▪ Define and drive employee annual goal-setting (targets) and KPI’s for performance measurements through HR ▪ Conduct performance discussion with the team on regular intervals and advice corrective action or encouragement to team members ▪ Review the training requirement of team members on need basis ▪ Assist HR in shortlisting and interviewing the right candidates ▪ Conduct final Interview round of candidates and select the right candidate ▪ Monitor HR Operations – onboarding, maintaining employee’s record, leave management, complaints management, employees following HR Policies, salary calculations, etc. ▪ Monitor administration activities – housekeeping, office stocks, assets, record keeping etc.
E. Marketing and Sales ▪ Audit of digital media channels including website, email, social media and advertising collateral to drive sales optimization and brand awareness ▪ Plan and Audit with the team – marketing budget, marketing strategies, marketing calendar etc ▪ Monitor and analyze the effectiveness of marketing content ▪ Develop strategies to achieve revenue targets ▪ Define KPIs for every paid and organic marketing campaign. Monitor and evaluate the metrics that can help analyse these defined KPIs’ achievements. ▪ Analyze fast and slow-moving products. Focus on fast movers to drive sales, slow movers for liquidation. Focus on mid-movers to find new fast movers. ▪ Review performance mapping of the agencies & freelancers.
F. Other Team ▪ Ensure team’s involvement in all phases of the process and expected outcome is achieved ▪ Delegate work and support team in day-to-day activities as required ▪ Motivate and engage with the team to foster engagement, creative ideas, meet deadlines and achieve expected creative output ▪ Plan and coordinate photoshoots and analyze the photographs of products and give feedback, if any, to ensure the design has been highlighted
4. Vendor and Management
• Vendor selection, Agreement vetting (along with Legal Team) and finalization • Review the current inventory and replenishment processes across eCommerce accounts and improve operational efficiency. • Supervise outsourced activities – Warehouse operations, Stock management, Last-mile deliveries etc. • Ensure complaints, queries or deviations in work are taken on priority and resolve it at the earliest
5. Distribution • Conduct market research and propose distribution business model for the company • Devise plan and strategies to acquire exclusive distribution rights • Set distribution goals and plan and manage distribution operations to achieve the set goal • Review Agreements (along with Legal Team), negotiate and onboard the brands • Develop distribution budgets and manage expenses within the budgets • Executive the plan along with Merchandising and E-commerce Team • Work with Distribution Center and Logistics to ensure timely and accurate deliveries. • Supervise the inventory management activities including receiving, storing, re-ordering and handling supplies in a distribution center • Review distribution reports and submit them to the management .
6. Audit and Review • Timely review meeting with Team for work updates, progress, overall guide, motivate the team to achieve the goals and ensure deadlines are met • Management Review Meeting: Conduct regular review meetings with top-level management and highlight the work updates • Plan weekly, monthly and quarterly meetings with Vendors to review the works status and other discussions • Weekly audit of the e-commerce operations – check customer reviews, website UI/UX, information is up to date, no glitches, etc. • Staff Performance Audit every quarter (for direct related team members) • Department MIS Report review and Audits • Make an action plan against points to be implemented.