Associate/ Sr. Associate - Omni Channel

Job highlights

• Ensure consistent brand and customer experience across channels
• Customer Experience Management

"Associate/ Sr. Associate - Omni Channel","career_text":"

Key Responsibilities

1. Omni-channel Strategy & Execution

Develop and execute omni-channel growth strategy (Marketplace + Store fulfilment)

Drive integration between retail stores and online order fulfilment ( ship-from-store)

Ensure consistent brand and customer experience across channels

2. E-commerce Operations

Manage daily operations across platforms (Amazon, Flipkart, Myntra, etc.)

Monitor order lifecycle: processing, dispatch, delivery SLAs

Handle escalations related to orders, cancellations, returns, and refunds

3. Marketplace Management

Drive sales performance across marketplaces

Optimize product listings, pricing, promotions, and visibility

Coordinate with marketplace account managers

4. Inventory & Fulfilment Coordination

Work closely with supply chain and store teams for stock availability

Ensure optimal inventory allocation across warehouses and stores

Reduce stock-outs and improve fulfilment efficiency

5. Performance Monitoring & Analytics

Track KPIs: GMV, conversion rate, order fill rate, cancellation %, SLA adherence

Generate weekly/monthly performance reports

Identify gaps and drive corrective actions

6. Customer Experience Management

Improve end-to-end customer journey across digital channels

Monitor customer complaints and feedback trends

Work with CX teams to reduce escalations and improve NPS

7. Promotions & Campaigns

Plan and execute online campaigns, offers, and sale events

Coordinate with marketing for digital campaigns and traffic generation

Align offers across online and offline channels

8. Cross-functional Coordination

Collaborate with Retail, IT, Marketing, Supply Chain, and Finance teams

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