Head of E-Commerce Operations

Overview

• Lead and oversee all e-commerce operations, ensuring efficient execution across the online marketplace.
• Manage the end-to-end customer journey, from website interaction and order placement through fulfillment, delivery, returns, and post-purchase support.
• Develop and implement operational strategies to drive business growth, improve profitability, and enhance customer satisfaction.
• Lead and manage cross-functional teams including Sales, Customer Service, Merchandising, Inventory Control, Fulfillment, and Logistics.
• Establish and monitor operational KPIs to ensure business objectives are achieved.
• Develop and execute inventory management strategies to optimize stock levels, reduce holding costs, and minimize stock shortages.
• Ensure accurate product listings, pricing, promotions, and catalog management across the platform.
• Drive operational efficiency by continuously improving order management and fulfillment processes.
• Oversee warehousing, fulfillment, logistics, and last-mile delivery operations to ensure timely and cost-effective service.
• Manage relationships with logistics partners, carriers, suppliers, and third-party service providers.
• Analyze sales performance, customer behavior, operational trends, and business metrics to identify growth opportunities.
• Collaborate with Marketing and Commercial teams to support promotional campaigns, product launches, and revenue-generation initiatives.
• Develop and implement customer experience improvement programs to increase customer retention and loyalty.
• Ensure compliance with company policies, operational standards, and applicable regulatory requirements.
• Prepare and present regular operational, commercial, and performance reports to the Chief Operating Officer (COO).
• Lead, mentor, and develop high-performing teams while fostering a culture of accountability, innovation, and continuous improvement.