Merchandising Delivery Manager Retail Digital operations

Role- Delivery Manager Retail Digital Operations

Qualification - Minimum 15 years of regular, full-time education (10 + 2 + Graduation)

Shift - Night Shift (5:30 PM IST to 3:30 AM IST)

Please share your updated resume on [email removed]

Role Summary

The Delivery Manager will be responsible for leading end-to-end Digital Operations delivery for eCommerce business, ensuring operational excellence, governance rigor, stakeholder satisfaction, and continuous transformation across Retail Digital Operations. The role requires strong expertise in Digital Commerce, Metrics & Governance, People Leadership, and Client Stakeholder Management while driving business outcomes through high-quality execution and process optimization.

Key Responsibilities

Delivery & Operations Management

• Lead and manage Digital Operations delivery across Site Merchandising, Product Onboarding, Marketplace Operations, Content Management, Promotions, and related eCommerce functions.
• Ensure adherence to SLA, productivity, quality, and turnaround time commitments.
• Drive operational excellence through process standardization, continuous improvement, and automation initiatives.
• Proactively identify delivery risks and implement mitigation plans to ensure business continuity.
• Manage high-volume retail operations while maintaining service quality and customer experience standards.

Metrics & Governance

• Own daily, weekly, monthly, and quarterly business reviews.
• Establish governance frameworks, operational scorecards, KPI dashboards, and executive reporting.
• Track and improve key metrics including: 
• SLA Compliance
• Quality Accuracy
• Productivity
• Throughput
• Backlog Management
• Customer Experience Metrics & CSS
• Risk & Escalation Management
• Drive data-driven decision-making through Power BI, reporting dashboards, and business analytics.

Retail Digital Business & eCommerce Expertise

• Demonstrate strong understanding of Retail and Digital Commerce operations including: 
• Product Information Management (PIM)
• Product Detail Page (PDP) Content
• Catalog & Assortment Management
• Site Merchandising
• Promotions & Campaign Execution
• Search, Browse & Taxonomy
• Marketplace Operations
• Digital Customer Experience
• Partner with business teams to improve product discoverability, content quality, speed-to-market, and operational efficiency.
• Support digital transformation and AI/Automation-led initiatives.

Stakeholder Management

• Act as the primary point of contact for client stakeholders, business partners, and cross-functional teams.
• Lead governance calls, operational reviews, and executive presentations.
• Build trusted advisor relationships with client leadership through proactive communication and outcome-focused delivery.
• Collaborate with Technology, Product, Merchandising, and Operations teams to drive business objectives.

People Leadership

• Lead and mentor large operations teams including Team Leads, SMEs, and Associates.
• Drive employee engagement, career development, succession planning, and talent retention.
• Conduct performance reviews, coaching sessions, and capability-building initiatives.
• Foster a high-performance culture focused on accountability, collaboration, and continuous learning.

Transformation & Continuous Improvement

• Identify opportunities for automation, process simplification, and operational optimization.
• Lead Lean, Six Sigma, AI, and Digital Transformation initiatives.
• Drive innovation programs that improve productivity, quality, and business outcomes.
• Champion best practices and knowledge management across the organization.

Preferred Skills

• Experience supporting leading retail organizations.
• Knowledge of Site Merchandising, Marketplace Operations, Product Onboarding, Content Management, and Digital Commerce platforms.
• Expertise in Power BI, Excel Analytics, and Operational Reporting.
• Lean Six Sigma certification preferred.
• Experience driving AI, Automation, and Transformation programs.
• Familiarity with AEM, PIM, CMS, Marketplace, and eCommerce ecosystems.