ROLE PROFILE :

Job Title: Operations Manager, Direct to Consumer

Reports to: Manager, Direct to Consumer, India

Location: Gurgaon

SUMMARY :

RB/MJN is driving aggressive growth in direct to consumer, E-Commerce globally. We are looking for an innovative individual to overdrive the online business with a unique combination of E-Commerce supply/logistics, customer service and finance experience to drive the Direct to Consumer business in India.

The Operations Manager is key to the delivery of these objectives:

- Evaluate 3rd party logistics companies in partnership with RB, and operate/run the operations to execute small parcel pick and pack and delivery of parcels through either local postal services or specialized parcel delivery services. Monitor shipment and delivery KPIs to meet customer service standards for E-Commerce, including operating cost optimization from time to time, which may include packaging simplification and streamlining operations.

- Evaluate customer service providers (including RB-owned customer service) and operate and run E-Commerce customer support that manages product support, order enquiries, payment refunds and over-the-phone orders. Monitor customer service KPIs to meet in-bound as well as out-bound call standards as expected for E-Commerce operations.

- Work with internal RB supply services to ensure that products available for sale are constantly in stock (99.5% availability) and pricing is consistently matched with external retailers. Ensure stock in 3rd party logistics/warehouses are within safety stock range and provide monthly forecast to RB demand planners to ensure constant supply of product, particularly high rotation items.

- Work with Finance on payment of service providers, month-end closing of store operations and inventory closing positions. Manage the store profit and loss statements monthly. Ensure timely reporting of sales, returns and fulfillment services.

- Additionally, the role requires effective communication and team skills, the ability to formulate clear recommendations on business challenges, issues and a drive to achieve within set timelines and objectives.

SCOPE / DIMENSIONS OF ROLE :

- Position is focused on driving direct to consumer for ASEAN, and to implement best practices globally in key direct to consumer countries/markets.

RESPONSIBILITIES / ACCOUNTABILITIES :

- Collaborate with Global E-Commerce Supply Director on best practices and outcomes to drive the direct to consumer business.

- Collaborate with other areas within the business to help identify, assess and translate business opportunities and risks into direct to consumer operations.

- Create and enhance current and future business processes to meet growing needs of business requirements.

- Drive the design and enhancement/modification of business systems through analysis, clarification and definition of user requirements.

- Provide ongoing project management for projects including initiation/evaluation, design, development, training and roll out.

- Drive project activities with other appropriate team members within the business to develop effective team relationships.

- Partner with IS business improvement teams to aid in the creation of supply chain solutions through application development.

- Create and maintain project documentation including policies and procedures, status reports, system design, process flows and project presentations.

- Actively seek to share and be open to best practices, new ideas, opportunities and issues.

- Conduct project meetings, training sessions to other activation markets (especially in relation to the roll out and implementation of applications).

KEY INTERFACES :

- Global Direct to Consumer GM

- Global E-Commerce Supply Services Director

- India eCommerce Head

- All functional groups within D2C

PROFESSIONAL QUALIFICATIONS/ EXPERIENCE

The required functional skills are defined and should be used for the evaluation of candidates for this role:

- Bachelor's degree, preferably in marketing, communications, or business.

- Self-motivated, highly flexible and takes the initiative to do what's needed

- 5-8 years of E-Commerce operations management, including logistics and warehouse management for an E-Commerce business

- Ability to simplify and communicate complex topics

- Strong track record of contributing to the new business process and growing teams

- Strong track record of leading initiatives with positive business returns

- Experience working across a number of different industry verticals and categories (ie brand building versus direct response)

- Savvy and knowledgeable about current trends, innovations and best practices. Ability to effectively translate implications for the company/brands.

- Conceptual, strategic thinker with proven analytical and problem solving skills

- Experienced people manager with strong influencing skills.

- A commitment to excellence with a positive and resilient attitude.

- Strong organizational skills and attention to detail.

- Experience working with senior management.

- Exceptionally strong communications and presentation skills

- Ability to handle ambiguity

- Solution & performance driven

- Ability to travel

PERSONAL ATTRIBUTES

- RB/MJN is a global business, candidates should be open to relocate internationally for career development and challenge

- The business language in RB is English, therefore high proficiency in English is essential

- Flexible to travel within India

- In line with RB/MJN core values, the candidate will be achievement focussed and able to work in a direct and often pressurised environment. Entrepreneurial skills in terms of innovation and problem solving are key along with tenacity, tough-mindedness and ability to influence and demonstrate strong team working abilities and commitment

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