Role Purpose:
To lead and manage end-to-end ecommerce operations and last mile delivery, ensuring seamless execution, strong operational discipline, and profitable growth for Lotus's online channels. This role is accountable for delivering strong service performance, operational efficiency, and customer satisfaction, while building a scalable and sustainable ecommerce ecosystem to support business growth.
Key Responsibilities
End-to-End Ecommerce Operations.
- Define the end-to-end ecommerce strategy, including operating model, fulfilment approach, and growth roadmap.
- Establish scalable and standardized processes, SOPs, and governance frameworks
- Drive continuous improvement to enhance efficiency, service levels and cost optimization.
Last Mile Delivery Management
- Work closely with Procurement and Legal on vendor sourcing, contract management, and compliance for last mile partners.
- Implement capacity solutions (e.g., driver booster, peak planning, routing optimization)
- Oversee performance of 3PL partners, ensuring alignment to service, cost, and operational targets
- Drive continuous optimization of delivery capacity, routing, and productivity models
Store and Cross-Functional Alignment
- Drive alignment across Store Operations, Supply Chain, Commercial, and IT to ensure seamless execution
- Establish clear roles, responsibilities, and accountability across functions supporting Lotus's Online Operations.
- Ensure ecommerce operations are well integrated into store routines and trading priorities.
Customer Experience and Service Strategy
- Define service standards and customer experience expectations across Lotus's Online channels.
- Ensure robust processes for issue resolution, service recovery, and continuous improvement.
- Drive initiatives to improve customer trust, retention, and repeat purchases by working cross-functionally with Marketing on promotional campaigns and Store Operations on service fulfilment and execution
Project Management – Online Store Expansion
- Lead and drive online store expansion strategy, working closely with cross-functional teams to ensure alignment, operational readiness, and consistent execution.
- Oversee readiness frameworks including operations, supply chain, manpower, and last mile capabilities.
Performance Management & Governance
- Self overall ecommerce performance across key KPI's :-
1. Sales vs Budget
2. Short Pick Rate
3. On Time In Full
4. Cost per order
5. Customer Satisfaction metrics.
- Establish strong performance governance routines (weekly/monthly reviews, dashboards, escalation frameworks).
- Leverage data and analytics (Power BI) to drive decision-making and performance improvements.
People
- Strong people leader with ability to inspire, guide, and develop teams of Operation Managers & Leads ensuring strong operational discipline
- Hands-on leadership style with strong engagement on the ground working across effectively with all levels- from store frontline teams to Head Office functional support teams.
- Strong stakeholder management capability with excellent communication and interpersonal skills.
- Strong coaching and mentoring capability to grow team talent and capability especially in operations, analytics, and last mile management.
- Foster a culture of accountability, ownership, continuous improvement, performance excellence and teamwork
Specifications :
Experience :
- 5+ years of experience in ecommerce, retail operations, or supply chain
- Proven experience in omnichannel operations and/or last mile delivery.
- Experience managing cross-functional teams and large-scale operations.
Skills & Competencies:
- Strong strategic thinking with the ability to translate into execution.
- Data-driven mindset (experience with Power BI or similar tools preferred).
- Strong negotiations and influencing skills.
- Excellent problem-solving and decision-making capability.
- Able to thrive in a fast-paced, dynamic environment.
