Senior Operations Manager // D2C (Beauty & Cosmetics)// Required

Company: Clayco Cosmetics Pvt. Ltd.

Location: Lower Parel, Mumbai

Work Mode: Work From Office (WFO)

Experience: 712 Years

Industry: D2C, E-commerce, Beauty, Skincare & Cosmetics

Department: Operations & Supply Chain

Reporting To: Founder / CEO / Business Head

About Clayco

Clayco is a premium D2C beauty and skincare brand focused on delivering innovative, effective and consumer-centric skincare solutions. We operate across our own D2C website and leading e-commerce marketplaces, with a strong focus on operational excellence, customer experience and sustainable business growth.

Job Summary

We are looking for an experienced and result-oriented Senior Operations Manager to lead and manage end-to-end operations across our D2C business, including warehouse management, order fulfilment, inventory control, logistics, marketplace operations and supply chain coordination.

The candidate will be responsible for ensuring seamless day-to-day operations, improving fulfilment efficiency, optimising operational costs, maintaining inventory accuracy and building scalable processes to support business growth.

The ideal candidate should have strong experience in D2C/e-commerce operations, preferably in the beauty, skincare, cosmetics or FMCG industry.

Key Responsibilities

1. End-to-End D2C Operations

• Manage complete operational workflows across the company's D2C website and multiple e-commerce marketplaces.
• Oversee order processing, allocation, picking, packing, dispatch and delivery.
• Ensure timely and accurate order fulfilment while maintaining service-level agreements (SLAs).
• Monitor daily order volumes, pending orders, cancellations, returns and RTOs.
• Establish operational processes to support increasing business volumes and business expansion.

2. Warehouse & Inventory Management

• Manage multiple warehouse operations, including inventory movement, storage, inwarding and outwarding.
• Ensure accurate inventory management and stock reconciliation across warehouses.
• Monitor stock availability, ageing inventory, dead stock and slow-moving SKUs.
• Establish robust inventory control mechanisms to minimise stock discrepancies and losses.
• Coordinate stock transfers and replenishment across warehouses.
• Ensure FIFO/FEFO practices, batch tracking and expiry management wherever applicable.

3. Logistics & Fulfilment Management

• Manage relationships with third-party logistics (3PL) partners, courier companies and fulfilment service providers.
• Negotiate logistics rates and optimise shipping and fulfilment costs.
• Monitor delivery performance, transit timelines, courier efficiency and shipment exceptions.
• Drive improvements in RTO, NDR, failed deliveries and customer complaints.
• Ensure timely resolution of logistics-related escalations.
• Develop measurable performance standards for logistics partners.

4. Marketplace & E-commerce Operations

• Manage operational coordination across Amazon, Flipkart, Nykaa, Myntra, Blinkit, Zepto, Instamart and other relevant platforms.
• Ensure inventory availability and timely order fulfilment across all sales channels.
• Coordinate with marketplace teams for operational escalations, stock updates and order-related issues.
• Monitor marketplace fulfilment performance, cancellations, returns and SLA compliance.
• Ensure operational readiness for promotional campaigns, festive sales and high-volume sale events.

5. Supply Chain & Demand Planning

• Coordinate with procurement, sourcing, production and planning teams for stock availability.
• Prepare operational forecasts based on sales trends, historical data and business requirements.
• Ensure timely replenishment of fast-moving products and critical SKUs.
• Identify potential stock-out situations and implement preventive measures.
• Coordinate product launches, new SKU introductions and inventory allocation.
• Maintain optimum inventory levels while minimising working capital blockage.

6. Cost Control & Operational Efficiency

• Monitor and optimise warehouse, packaging, shipping, manpower and fulfilment costs.
• Identify operational bottlenecks and implement process improvements.
• Drive automation and system-based workflows to reduce manual intervention.
• Evaluate operational productivity and resource utilisation.
• Develop cost-effective operating models without compromising customer experience.

7. Team Management & Process Development

• Lead and manage warehouse, fulfilment and operations teams.
• Define team responsibilities, KRAs, KPIs and performance benchmarks.
• Establish SOPs for inventory management, order fulfilment, dispatch, returns and reconciliation.
• Conduct regular operational reviews and performance assessments.
• Build accountability and ensure timely execution across teams.

8. MIS, Reporting & Performance Monitoring

• Prepare daily, weekly and monthly operations dashboards.
• Track order fulfilment, inventory accuracy, dispatch TAT, delivery TAT, RTO, returns and logistics costs.
• Analyse operational data to identify gaps and recommend corrective actions.
• Present performance reports and operational insights to management.
• Drive continuous improvement through data-driven decision-making.

Key Performance Indicators (KPIs)

1. Order Fulfilment: 98%+ order processing and dispatch within defined SLAs.
2. Inventory Accuracy: Maintain 99%+ inventory accuracy across warehouses.
3. Dispatch TAT: Ensure timely order processing and dispatch.
4. RTO Reduction: Continuously reduce return-to-origin rates.
5. Logistics Cost Optimisation: Improve shipping and fulfilment costs per order.
6. Warehouse Productivity: Improve order processing efficiency and manpower productivity.
7. Stock Availability: Minimise stock-outs of fast-moving and high-revenue SKUs.
8. Returns Management: Ensure timely processing and reconciliation of returns.
9. Marketplace SLA Compliance: Maintain platform-specific operational performance standards.
10. Process Improvement: Implement measurable operational improvements and SOPs.

Required Qualifications & Experience

• Graduate/Postgraduate in Supply Chain Management, Operations, Logistics, Business Administration or a related discipline.
• 7–12 years of experience in operations management, preferably in D2C, e-commerce, FMCG, beauty or cosmetics.
• Minimum 3–5 years of experience in managing warehouse and fulfilment operations.
• Proven experience handling multiple warehouses and high-volume order processing.
• Strong understanding of inventory management, logistics, 3PL operations and marketplace fulfilment.
• Hands-on experience with OMS, WMS, ERP and e-commerce platforms.
• Advanced Excel and MIS reporting skills; Power BI knowledge is an advantage.

Preferred Candidate Profile

• Strong operational ownership with the ability to independently manage end-to-end operations.
• Experience handling large order volumes and multiple sales channels.
• Strong vendor management, negotiation and cost-control capabilities.
• Analytical mindset with excellent problem-solving skills.
• Ability to manage teams, implement SOPs and drive operational discipline.
• Comfortable working in a fast-paced, high-growth D2C business environment.
• Strong coordination and stakeholder management skills.

Interested candidates can share their updated CV at: hr@clayco.in