Operations Lead – E-Commerce

About the role

We are seeking an experienced Operations Lead to oversee end‑to‑end e‑commerce fulfilment, warehousing, inventory, last‑mile delivery and reverse‑logistics. The role will shape SOPs, drive cost optimisation and ensure high service levels while coordinating with cross‑functional teams.

Key responsibilities

• Develop and implement SOPs for fulfilment, last‑mile delivery, reconciliation and other operational processes.
• Define operational KPIs and tracking mechanisms to monitor performance and drive continuous improvement.
• Oversee warehousing, inventory accuracy, stock audits, receiving, storage and space utilisation.
• Coordinate demand planning and stock allocation with Category, Product and Warehouse teams.
• Manage the complete order fulfilment lifecycle, including processing, picking, packing, dispatch and SLA adherence.
• Develop and implement fulfilment and last‑mile protocols to improve service levels and optimise costs.
• Manage 3PL and courier partners, including rate negotiations, performance monitoring and issue resolution.
• Monitor on‑time delivery, failed deliveries, exceptions and customer escalations.
• Manage reverse logistics and returns, including receiving, grading, restocking and disposal.
• Analyse returns and operational data to identify root causes and improve processes.
• Ensure timely stock and operational reconciliations with Finance and other stakeholders.
• Lead and develop fulfilment, warehouse and dispatch teams and plan workforce effectively.
• Drive automation and process improvements through WMS, OMS and other operational systems.

Required profile

• Bachelor’s degree in Supply Chain Management, Business Administration, Operations or a related field.
• 5+ years of experience in e‑commerce operations, fulfilment, last‑mile, warehousing or 3PL management.
• Strong understanding of e‑commerce fulfilment, inventory management and last‑mile logistics.
• Excellent negotiation and vendor management abilities.
• Proficiency in operational reporting tools.

Required skills

• Warehouse Management System (WMS)
• Order Management System (OMS)
• Enterprise Resource Planning (ERP)