E-commerce Customer Experience & Fulfillment Manager

About TheSkinFit

TheSkinFit is a fast-growing e-commerce brand offering authentic cosmetics and lifestyle product line. We’re seeking a Customer Support, Order Operations & After-Sales Manager to lead and optimize the complete customer journey from customer engagement to order placement to post-delivery service through process design, technology, and data-driven decisions.

Role Overview

This role combines customer experience leadership with operational and technical oversight. The manager will own all support operations, order management systems, logistics coordination, and post-sale processes — ensuring performance excellence through measurable KPIs like CSAT, Order-to-Delivery Ratio, R.R (Resolution Rate), and Return/Refund Turnaround Time.

Key Responsibilities

• Lead multi-channel support (chat, email, WhatsApp, phone) ensuring SLA compliance and high CSAT.
• Oversee complete order lifecycle — from placement, processing, and dispatch to delivery confirmation.
• Integrate and manage tools such as ERP/OMS, and Courier APIs.
• Collaborate with Warehouse, Supply Chain & Logistics for real-time dispatch monitoring.
• Manage returns, replacements, and refunds through structured workflows and escalation paths.
• Implement KPI dashboards (Google Data Studio, Power BI) to track CSAT, dispatch time, and resolution rates.
• Optimize workflows using automation, tagging, and CRM triggers to reduce manual interventions.
• Develop scalable SOPs for support, order ops, and after-sales; ensure compliance and process accuracy.
• Identify gaps via data audits and recommend system/process enhancements.
• Build, train, and performance-manage a cross-functional support and operations team.

Requirements

• Bachelor’s in Business, Supply Chain, or related field (MBA preferred).
• 4+ years of experience in E-commerce Operations, Customer Service, or After-Sales Management.
• Proficiency in Shopify, CRM/OMS systems (Zoho, Zendesk, Salesforce), and Excel/BI reporting tools.
• Strong understanding of logistics APIs, ticketing automation, and process optimization.
• Proven track record in KPI improvement and workflow design.

Job Type: Full-time

Pay: Up to Rs100,000.00 per month

Experience:

• Leading/Supervising Customer Support team: 2 years (Preferred)
• Leading/Supervising Operations for E-Commerce: 2 years (Preferred)

Work Location: In person