E-commerce Operations Manager

E-commerce Operations Manager

Company: Style UnionLocation: Mumbai / On-site Experience: 45 years Reports to: Head of Ecommerce Type: Full-time

About Style Union

Style Union is a fast fashion D2C brand with 100+ stores across India and a growing online business.

We operate a full-price model with no marketplace presence and no cash on delivery. Fulfilment reliability, catalogue quality and post-purchase experience are therefore central to the performance of the business.

The Role

The Head of E-commerce Operations owns the operating infrastructure of the online business: the platforms that run it, the metrics that measure it, the cost base that shapes it, and the teams that deliver catalogue and customer service.

This is an ownership role covering both systems and people. The role holder is expected to manage execution teams and vendor relationships rather than carry out day-to-day execution personally, while remaining close enough to the detail to intervene when required.

Key Responsibilities

Systems and Platform Operations

• Own the e-commerce systems stack across shipping and logistics, omnichannel order management, CRM and loyalty, and payments
• Manage breakages and escalations through to resolution with internal teams and platform vendors
• Maintain inventory sync accuracy across channels, and keep order processing, delivery, RTO and cost per shipment within agreed targets
• Identify recurring failure points and implement structural fixes rather than repeated manual correction

Commercials and P&L

• Set monthly operating goals and budgets for the function
• Optimise costs across the e-commerce P&L and monitor profitability at unit and channel level
• Ensure all invoices and provisions are accurately accounted for, and track spends against budget
• Report variances with root cause and corrective action

Catalogue Oversight

• Manage the catalogue execution team and hold accountability for cataloguing timelines, ensuring launches go live on schedule
• Set and enforce quality standards for imagery, copy, attributes and product information
• Review output for consistency and accuracy, and drive continuous improvement in site and product presentation
• Coordinate with merchandising, creative and buying teams to align catalogue readiness with launch calendars

Customer Service Oversight

• Manage the customer service team, including workflows, SLAs, escalation paths and quality standards
• Own final escalations and exceptions that cannot be resolved at the team level
• Analyse complaint and ticket data to identify recurring issues, and address them at source by working with the relevant internal teams and vendors
• Reduce repeat contact volume through better processes, clearer customer communication and upstream fixes to fulfilment, catalogue and payment issues
• Maintain reporting on resolution times, contact drivers and customer satisfaction

Performance and Analytics

• Track and analyse core metrics including sales, orders, traffic, conversion, AOV, ROAS, returns, RTO and fulfilment performance
• Conduct regular performance reviews and translate findings into defined actions and owners
• Maintain reporting for the leadership team

Bulk Orders (Unitees)

• Manage bulk and customisation orders end to end, covering pricing, inventory allocation, production coordination, delivery and invoicing
• Coordinate with production and warehouse teams to meet committed timelines

Requirements

• 4–5 years of experience in e-commerce operations, at a D2C brand or within the e-commerce function of a consumer company
• Experience in apparel or fashion preferred
• Working knowledge of e-commerce and logistics platforms
• Experience managing execution teams, with the ability to set standards, review output and hold a team to timelines
• Experience owning an operating budget or P&L line, including cost optimisation and spend tracking
• Strong analytical skills, with proficiency in Excel and experience working with dashboards and raw data
• Experience managing external vendors against defined SLAs and commercial terms
• Structured approach to problem-solving and process design
• Comfortable operating in a fast-moving environment with evolving processes

Preferred

• Experience with omnichannel inventory or store-to-online fulfilment models
• Exposure to catalogue or content operations at scale

What We Offer

Direct ownership of a core function within a growing business, close working exposure to the founding team, and scope to shape processes and systems as the online business scales.