Executive - Merchandising Operations

Key Responsibilities

1. Campaign & Merchandising Operations

• Execute and coordinate city-level discounting and merchandising campaigns across FVO, UD, and other promotional constructs.
• Configure and validate campaign parameters to ensure accurate execution across cities.
• Coordinate with city, marketing, product, and project teams for campaign launches and changes.
• Monitor campaign execution and proactively identify configuration or execution gaps.
• Manage multiple campaigns simultaneously while ensuring adherence to timelines and business requirements.

2. Template & Configuration Management

• Create and maintain templates for new merchandising and promotional use cases on the Marketing Dashboard.
• Support varied constructs including MOV, capping, user-segment offers, custom coupons, and other promotional configurations.
• Validate configurations before deployment to minimize errors, customer impact, and financial burn.
• Maintain accurate documentation and version control of templates and configurations.
• Work with relevant stakeholders to translate business requirements into executable configurations.

3. Escalation & Issue Management

• Manage discount- and merchandising-related escalations received through social media and internal channels.
• Identify the source and root cause of issues and route them to the appropriate project or stakeholder.
• Coordinate with project managers and cross-functional teams to drive issues through to closure.
• Support resolution of customer-impacting issues, including refund-related coordination where required.
• Track escalation volumes, ageing, resolution TAT, and recurring issues.

4. Business & Stakeholder Coordination

• Handle urgent city-level discount and merchandising requests.
• Coordinate critical fund deployment requirements and exceptions to standard processes.
• Support topical visibility allocation and configuration alignment.
• Act as an operational point of contact between city teams, marketing, product, and project teams.
• Ensure timely communication and closure of high-priority business requirements.

5. Reporting & Process Improvement

• Maintain trackers and MIS for campaigns, configurations, escalations, and operational performance.
• Monitor key metrics such as campaign volumes, IOPD, burn, configuration errors, escalation volumes, and TAT.
• Identify recurring operational issues and recommend process improvements.
• Build standardized processes and checklists to improve accuracy and reduce manual errors.
• Support automation and process simplification wherever feasible.

Key Skills & Qualifications

• 26 years of experience in Merchandising Operations, Business Operations, Marketing Operations, E-commerce/Food-tech Operations, or similar roles.
• Strong proficiency in Excel/Google Sheets; knowledge of Pivot Tables, VLOOKUP/XLOOKUP, and basic data analysis is preferred.
• Strong attention to detail and ability to work with complex configurations.
• Good analytical and problem-solving skills.
• Strong stakeholder management and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• High ownership and ability to drive issues to closure.
• Knowledge of SQL, dashboards, or automation tools is an added advantage.

Key Performance Indicators (KPIs)

• Campaign and configuration accuracy
• Timeliness of campaign execution
• Reduction in configuration-related errors and financial burn
• Escalation resolution TAT and closure rate
• Template creation and turnaround time
• Accuracy and timeliness of operational MIS
• Reduction in recurring issues through process improvements
• Stakeholder satisfaction and adherence to business SLAs