Operations Manager – Marketplaces & E-com

Role Overview:

We are looking for a highly organized and detail-oriented Operations Manager to oversee marketplace operations, ensuring seamless order processing, inventory management, listing optimization, and compliance with marketplace guidelines. The ideal candidate will work closely with internal teams, logistics partners, e-com clients and marketplace platforms to drive operational efficiency and improve customer experience.

Key Responsibilities:

-       Order & Inventory Management

o  Oversee order processing, inventory planning, and stock tracking across all marketplaces & e-com clients. ensuring timely updates on Zoho.

o  Collaborate with warehouse and supply chain teams to manage inventory effectively.

o  Track returns, process CN/transfer orders, and raise claims for lost or damaged stock.

-       Listing Management & Optimization

o  Coordinate content creation for new listings, ensuring compliance with marketplace guidelines (including listing images, features, description A+ content, brand story, etc.)

o  Creating new listings on marketplaces accurately.

o  Monitor listing scores and optimize them as needed.

o  Execute listing strategies, including mergers/splits, combo creation, A/B testing, and keyword optimization.

o  Update the Brand Store with every new listing.

-       Customer Insights & Performance Monitoring

o  Track and analyze product reviews, customer complaints, and identify areas for improvement.

o  Ensure timely resolution of customer queries and complaints.

o  Generate and maintain reports on marketplace performance metrics.

-       Promotions & Pricing Control

o  Plan and execute deals, coupons, and promotions (e.g., Buy X Get Y).

o  Monitor pricing to prevent unauthorized discounts.

o  Keep track of marketplace sellers to ensure only authorized sellers list company products.

-       Data & SOP Management

o  Maintain and update the master database for all SKUs.

o  Establish and refine operational SOPs for marketplace management.

o  Maintain the keyword master database for listing optimization.

o  Product information sheet to be filled & provided to e-com clients as required.

-       Logistics & Fulfilment

o  Coordinate with shipping and logistics partners to optimize delivery timelines and costs.

-       Retail Order Processing

o  As & when marketplace operations are set & running smoothly

Technical Competence:

·       Advanced Microsoft Excel

·       Microsoft word

·       Microsoft power point

·       Brownie points; Zoho books & inventory, Power bi

Skills & Qualifications:

-       Strong analytical and problem-solving skills.

-       Excellent communication and interpersonal skills.

-       Experience with e-commerce platforms and marketplaces.

-       Proficiency in data analysis and reporting tools.

-       Knowledge of inventory management and supply chain processes.

-       Experience in customer service and problem resolution.

-       Ability to work independently and as part of a team.

-       Strong organizational and time management skill

Brownie points for being a pet parent or having prior in the pet industry.