D2C website & operations specialist

Role & responsibilities

Website Performance & Experience

• Monitor website, mobile app/ m-site performance page load speeds, checkout flows, payment success rates, and product page optimization.
• Work with developers or agencies to improve UI/UX, CRO, landing pages, and customer journeys.
• Update website content including banners, product pages, offer pages, and campaign assets.
• Support execution of new feature releases, sales campaigns, and website merchandising changes.

Order Fulfilment & Logistics

• Oversee daily order flow into warehouse/ 3PL systems to ensure accurate and timely dispatch.
• Monitor delivery SLAs, RTO rates, NDR resolutions, failed deliveries, and courier performance.
• Drive continuous improvements in fulfilment efficiency and logistics reliability.
• Collaborate with teams on inventory planning and stock availability.

Customer Support & Experience Management

• Manage customer support partners to ensure timely and accurate ticket resolution.
• Monitor CSAT, NPS, response times, and escalation patterns to enhance customer satisfaction.
• Analyse customer complaints, returns, and feedback to identify recurring issues and recommend root-cause fixes.

Inventory, Operations & SLA Management

• Ensure inventory accuracy across D2C warehouses and fulfilment nodes.
• Track operational SLAs across warehousing, logistics, payment gateways, and CRM systems.
• Coordinate with internal teams and partners to resolve operational bottlenecks.
• Implement process improvements to reduce returns, improve delivery success, and enhance operational efficiency.

Analytics & Reporting

• Track operational KPIs - RTO %, delivery TAT, NDR %, order accuracy, payment failures, CSAT & NPS.
• Prepare weekly performance dashboards and insights for the Digital Brand Manager.
• Recommend optimizations to improve website conversion, reduce leakage, and enhance customer satisfaction.
• Analyse returns data, cash-on-delivery metrics, and churn indicators for continuous improvement.

Preferred candidate profile

• 4 to 8 years of experience in website management and operations.
• Experience in managing website performance, inventory accuracy, and operations.