E-commerce Team Lead

About Royal Wrist

Royal Wrist is a premium retail and e-commerce brand specialising in Watches, Bags, and Perfumes. We operate across multiple channels — a high-traffic online store and two physical showrooms (DHA and Bahadurabad) — supported by a warehouse operation for stock management and dispatch. Our business is fast-paced, product-driven, and growing rapidly, and we pride ourselves on delivering a premium customer experience both online and in-store.

About the Role

We are looking for an experienced, driven, and highly organised E-Commerce Team Lead to own and manage our online operations end-to-end. This is a leadership role — you will be responsible for the full online order lifecycle (from order placement to delivery), real-time inventory visibility across all locations, stock movement coordination between showrooms and warehouse, courier management, and ensuring the team performs at a high standard daily.

You are not just an executor — you are expected to think ahead, flag problems before they escalate, maintain clean operational data, and drive the team towards consistent, measurable performance. You will work closely with the Operations Manager, the Accounts team, and showroom staff to ensure seamless coordination across all channels.

This role requires someone who is proactive, process-driven, and comfortable operating in a high-volume e-commerce environment alongside physical retail operations.

Key Responsibilities

1. Online Order Management

▸ Own the complete online order lifecycle — from order received to delivered — without gaps or delays.

▸ Monitor all incoming orders across platforms (website, social media, WhatsApp, marketplace listings) in real time.

▸ Ensure all orders are processed, confirmed, packed, and dispatched same-day or within agreed SLAs.

▸ Coordinate with the team to manage order queues, prioritise urgent orders, and resolve holds immediately.

▸ Maintain an accurate and up-to-date daily order log / sales sheet tracking: order ID, product, channel, status, courier, and delivery outcome.

▸ Escalate unresolved orders, payment issues, or customer complaints to the Operations Manager promptly.

2. Inventory Management & Visibility

▸ Maintain real-time visibility of stock across all locations: Online Warehouse, DHA Showroom, and Bahadurabad Showroom.

▸ Conduct or coordinate regular stock counts and reconcile physical stock against system records (Splendid / Devaj Software).

▸ Identify low-stock products and raise replenishment requests before stockouts occur.

▸ Flag dead stock, slow-moving SKUs, and ageing inventory to the Operations Manager for decision-making.

▸ Ensure all stock movements are recorded accurately and in a timely manner in the system.

▸ Work with the accounts team to ensure inventory records match financial records at month-end.

3. Stock Movement & Transfer Coordination

▸ Coordinate and document all stock transfers between locations (Warehouse ↔ DHA ↔ Bahadurabad ↔ Online).

▸ Ensure every transfer is properly recorded in the system with correct quantities, dates, and reasons.

▸ Manage stock allocation for online orders — ensuring the right stock is reserved, picked, and dispatched from the correct location.

▸ Handle returns: receive returned stock, inspect condition, update inventory system, and coordinate disposition (restock, repair, write-off).

▸ Maintain a stock movement log that is accessible and updated daily.

4. Courier Management & Follow-Up

▸ Build and maintain strong working relationships with all courier partners (TCS, Leopards, BlueEx, Trax, etc.).

▸ Coordinate daily pickups — confirm pickup windows, prepare manifests, and ensure all parcels are dispatched on time.

▸ Track all in-transit shipments and proactively follow up on delayed, lost, or held parcels.

▸ Manage RTO (Return to Origin) process: receive, record, inspect, and restock or escalate returned items.

▸ Monitor courier performance metrics: delivery rate, RTO %, average delivery time — and raise concerns to management.

▸ Handle courier disputes, claims for lost/damaged parcels, and maintain documentation for all claims.

▸ Lead the team in daily courier follow-up calls and ensure no shipment goes untracked beyond 48 hours.

5. Sales Sheets & Operational Reporting

▸ Maintain daily, weekly, and monthly sales sheets covering: units sold, revenue by channel, category-wise breakdown, and order status summary.

▸ Prepare and share daily end-of-day (EOD) operations reports with the Operations Manager covering: orders dispatched, pending, RTOs, and stock issues.

▸ Track and report on key e-commerce KPIs: conversion actions, repeat order rate, RTO %, average order value (AOV), and dispatch TAT.

▸ Coordinate with the accounts team to ensure sales data aligns with financial records.

▸ Maintain organised filing of all operational records: courier manifests, GRNs, transfer notes, return logs, and daily reports.

6. Team Leadership & Daily Operations

▸ Lead, supervise, and motivate the e-commerce operations team on a daily basis.

▸ Set daily priorities, assign tasks, and ensure team members stay on track throughout the shift.

▸ Conduct brief daily team stand-ups to align on order targets, pending tasks, and priorities.

▸ Train new team members on processes, systems, and quality standards.

▸ Monitor team performance, provide constructive feedback, and escalate performance issues to the Operations Manager.

▸ Ensure the workspace (packing area, dispatch area) is organised, clean, and properly stocked with packaging materials at all times.

7. Cross-Channel Coordination

▸ Serve as the primary link between the online operation and the DHA / Bahadurabad showrooms for stock, order, and customer queries.

▸ Coordinate with showroom staff for click-and-collect orders, showroom stock requests, and product transfers.

▸ Coordinate with the marketing team to ensure product listings are accurate, in-stock items are correctly live, and out-of-stock items are handled promptly.

▸ Liaise with the accounts team daily to ensure all online transactions, refunds, and adjustments are captured correctly.

8. Customer Experience Oversight

▸ Ensure all online orders are packed to Royal Wrist brand standards — correct product, proper packaging, branding materials included.

▸ Coordinate with the customer service function to resolve delivery complaints, wrong items, or damaged goods quickly.

▸ Monitor customer feedback related to delivery experience and share insights with management for process improvement.

Requirements & Qualifications

Education

▸ Bachelor's degree in Business Administration, Supply Chain, Commerce, or a related field.

▸ Equivalent experience in lieu of a degree will be considered for highly qualified candidates.

Experience

▸ Minimum 2–3 years of experience in e-commerce operations, order management, or supply chain in a product-based business.

▸ Proven experience managing a team in an operations or e-commerce environment.

▸ Prior experience in a retail + e-commerce combined business (physical + online) is strongly preferred.

▸ Experience working with Pakistani courier companies (TCS, Leopards, BlueEx, Trax, etc.) is required.

▸ Experience in fashion, accessories, luxury goods, watches, or lifestyle products is a significant advantage.

Skills & Competencies

▸ Strong command of the end-to-end e-commerce order fulfilment process.

▸ Excellent inventory management skills — comfortable working with stock in multiple locations simultaneously.

▸ Proficient in Microsoft Excel / Google Sheets — VLOOKUP, pivot tables, data entry, basic formulas.

▸ Familiarity with accounting/inventory software (Splendid, Devaj, or similar) is preferred.

▸ Strong leadership and people management — able to keep a team focused, accountable, and motivated.

▸ Highly organised with meticulous attention to detail — zero tolerance for data gaps or mismatches.

▸ Strong communicator — confident coordinating with couriers, showrooms, accounts, and senior management.

▸ Problem-solver who stays calm under pressure and finds solutions, not excuses.

▸ Comfortable with a fast-paced, high-volume environment — especially around sale seasons and peak periods.

Tools & Platforms

▸ Microsoft Excel / Google Sheets — advanced usage for sales sheets and reporting.

▸ Splendid / Devaj Accounting & Inventory Software — for stock records and order data.

▸ Courier portals / tracking systems (TCS, Leopards, BlueEx, Trax, etc.).

▸ WhatsApp Business, Instagram, and/or e-commerce platforms (Shopify or similar) for order management.

▸ Basic comfort with shared drives (Google Drive / Dropbox) for document filing.

Key Performance Indicators (KPIs)

Performance will be reviewed monthly against these indicators.

▸ Same-day dispatch rate: 95%+ of orders dispatched on same day by cut-off time.

▸ RTO (Return to Origin) rate: maintained below agreed threshold (target varies by courier).

▸ Inventory accuracy: physical stock matches system records within ±2% at month-end.

▸ Daily sales sheet accuracy: no missing orders, correct channel allocation, zero data gaps.

▸ Courier follow-up response time: all delayed shipments flagged and followed up within 48 hours.

▸ Team punctuality and daily task completion rate.

▸ EOD report delivered to Operations Manager every working day without fail.

What We Offer

▸ Competitive salary based on experience.

▸ A leadership role with real ownership and visibility in a growing premium brand.

▸ Direct exposure to multi-channel retail + e-commerce operations at scale.

▸ A collaborative, performance-driven team environment.

▸ Opportunity to grow with the business as we expand channels and product lines.

Job Type: Full-time

Pay: Rs70,000.00 - Rs80,000.00 per month

Ability to commute/relocate:

• Karachi: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Ecommerce Data Entry: 1 year (Preferred)

Work Location: In person