Ecommerce Operations Manager

Job Summary
Performs the duties of an Ecommerce Operations Manager
Minimum Qualification:
Degree
Experience Level:
Senior level
Experience Length:
5 years
Job Description
Work station:
Accra

Remuneration:
Offer is very attractive and competitive

Areas of Influence:
Technology Team, Merchandising Team, Finance Team, Central Warehouse and the applicable Operations and Store Managers

Business & Operations:
Demand on the portal – Organic & Inorganic and using our existing mediums
Order Generation – ( aligned to point no.1)
Maintain Shipping TAT’s of 48 hours
A return & cancellation rate of not more than 15% of the total orders received. This includes any damages etc.
Stock Movement – Stock audits / Stock replenishment basis Weekly Demand Analysis / Product & Cart led programs to drive better conversions
Ensure Pending & Picking status is within the TAT’s prescribed.

Customer Service

SLA’s agreed for confirmation, rescheduling, and all related communication to be driven
All customer queries as logged in with the current system and new CRM system to be addressed basis SLA’s agreed upon
Weekly process audits along with the concerned offices from HO – to ensure compliance and modify the process wherever necessary
All Return and refund related processes to driven to the last mile for ensuring all financial transactions leading to customer delight are in followed without any exceptions.
In the long run initiate and execute a CSI – Customer Satisfaction Index
Conduct monthly employee performance review basis KRA’s already decided upon.
Qualification and Requirements
At least a degree in relation to the above field
5 – 10 years of experience in Ecommerce operations.