Marketplace and Omni team’s mandate is to ensure upkeep of marketplace and omni business, drive channel growth, build selection and inventories, look after seller management and experience, define business design, run KAM and build store and seller ecosystem. MP is a central team working closely with category, SCM, revenue, planning to drive important charters.
The incumbent will be responsible for ensuring faster speed of returns delivery to sellers, ensure that the lost% and damaged % for return shipments remain under the defined thresholds.
Work closely with cross functional teams Category/SCM/Vendor-on-Boarding/Product for getting structural solve on the seller challenges on the returns Ops front.
Reduce provision losses by avoiding ageing provisioning Impact on the Smart Assist Inventory due to aging of Inventory beyond allocated date and Return to Seller on time
Address seller disputes in return acceptance and understand the business reasons from the seller and share PRDs for Product Development
Attending to Marketplace Seller Grievances on the Return’s process and make Returns Ops seamless for them.
Create better Understanding of the Return’s process to identify the Process Gaps and solve the problems associated with the seller escalations in less time.
Closely tracking Marketplace returns’ Ops performance in terms of Speed and Leakages and reporting the same with required audiences on regular intervals.
Improve the Seller Experience in Return Ops and Impact on NPS.
Attending to the sellers return data requirement and increasing the return data visibility with the seller.
Publishing regularized reports for returns Speed and Pendency with stakeholders and follow-up on the misses.
Analyze the reasons in terms of reduction in speed and leakages in returns ops and reporting the same in time for immediate resolve.
Qualification and Experience:
3+ years of relevant experience in an operation, program management or a startup environment
Strong problem-solving ability and very good in analytics and numbers – Candidate needs to exhibit strong analytical skills and process orientation.
The incumbent should be well versed with E-commerce operations with advanced analytical abilities and should know how to decipher data and form associations & linkages in data
Stakeholder management: Must be proficient in keeping things on an even keel with all stakeholders: SCM Planning, MP Ops and Business Finance. Also manages relationships, resolve conflicts
Strong verbal & written communication skills