E-commerce & marketplace operations manager

We are seeking a hands-on E-commerce & Marketplace Operations Manager to own and scale our D2 C and marketplace business. The role involves end-to-end ownership of Shopify operations, marketplace management, logistics, inventory planning, customer experience, and cross-functional coordination to drive growth, efficiency, and customer satisfaction.

Responsibilities D2 C & Shopify Operations

Manage Shopify CMS such as product uploads, collections, banners, A+ content, images, meta fields, and site hygiene Ensure accuracy of pricing, inventory sync, product descriptions, and content Coordinate website updates, launches, and seasonal campaigns

Marketplace Operations & Growth

Manage day-to-day operations on marketplaces (Pepperfry, Tata Cliq, Nykaa Home, etc.) Handle catalogue management, pricing, promotions, and visibility Execute marketplace campaigns in coordination with marketing teams Track SKU-level sales, conversion, and performance metrics

Order Fulfillment & Logistics

Manage order fulfillment via Pickrr, Unicommerce, Shipway, or similar platforms Monitor courier performance, delivery timelines, RTO, NDR, and returns Optimise logistics processes to reduce costs and improve TAT Coordinate with warehouse and supply partners

Inventory Planning & Control

Plan and monitor inventory across D2 C and marketplaces Track stock movement, prevent stock-outs, and overstocking Support forecasting, replenishment, and pricing decisions

Customer Experience & Payments

Lead and manage customer support operations across channels Ensure timely resolution of queries, escalations, and grievances Manage refunds and payment reconciliation via Razorpay & Go Kwik Monitor reviews, ratings, and feedback to improve CX

Cross-functional Collaboration & Process Improvement

Work closely with Founder, COO, Marketing, Warehouse, and Finance teams Support new product launches, SKU expansion, and GTM planning Identify gaps, create SOPs, and drive process improvements

Reporting & Analytics

Prepare daily, weekly, and monthly performance reports Analyse marketplace, logistics, and inventory data Share insights for growth, efficiency and cost optimisation

Qualifications & Experience

MBA/PGDM in Operations, Supply Chain or related field 2–4 years of experience in e-commerce, D2 C or marketplace operations Hands-on experience with Shopify, marketplaces, logistics dashboards and payment gateways Strong operational execution, data-driven mindset and coordination skills Experience with lifestyle / home décor / D2 C brands preferred Basic understanding of digital marketing, SEO and PPC is a plus