Opportunity with Wipro Ltd for Merchandising Operations Manager

Job Description

Role Purpose

The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account.

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Do

Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms

Strategy Planning with Senior Stakeholders

• • Collaborate with leaders to provide strategic and operational plans associated with the account
  • Plan the strategy for the coming years by identifying new geographies for alternate revenue streams
  • Ensure a deep enough understanding of clients’ individual experiences to head off potential issues before they become problems

Contract compliance & adherence

• • Ensure all SLA parameters are met in the account and maintain a green card at all times
  • Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited
  • Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines

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Delivery governance in the account

• • Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project
  • Ensure a green card for all accounts in terms of performance and quality
  • Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags
  • Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders
  • Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage
  • Ensure regular invoicing as per the contract terms and condition
  • Forecast and track key account metrics

Invoicing

• • Timely submission of invoices to the client as defined in the SOW
  • Provide information required and resolve any invoicing issues raised by the client

Collect and analyze statistics (costs, customer service metrics etc.)

Assume responsibility of budgeting and tracking expenses

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Ensure outstanding performance against key metrics mentioned in the agreement

Regular cadence around contract compliance

• • Evaluate performance with key metrics (accuracy, customer service metrics etc.)
  • Set direction for the team, track progress against targets through regular cadence calls and course correct as require
  • Drive the focus of the team on quality and adherence to contract compliance processes
  • Drive and implement structured cadence around quality, both process and transactional
  • Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed
  • Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc.

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• Resource Allocation & Retention
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery
  • Optimize manpower and minimize leakages by working closely with delivery head
  • Ensure retention by offering relevant trainings and certifications of all allocated resources
  • Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team
• Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects

Position Title: Merchandising Operations Manager

Location: Anywhere in India

Shift Timings: 1PM to 10PM (Candidate should be flexible with US shift timings too)

Primary Responsibilities:

• Leadership in all phases of product selection and development for both catalog and web.
• Interact daily with Creative, E-Commerce, Inventory, Global Sourcing, Domestic Vendors and Technical Design teams to coordinate merchandising objectives and support cross collaboration.
• Conduct competitive research by shopping catalog and retail competition to identify key items and trends.
• Assist Merchandise Manager/Senior Merchandise Manager in the reporting of business results and Key Performance Indicators.
• Ensures all products are ready in advance of merchant meetings or on as needed basis
• Communicate as needed with Merchandising, Creative, and QA/QC on behalf of buying team in regards to project and sample status, sku worksheets, and packaging/labeling needs
• Attend team meetings with merchandising and creative, as needed
• Assist in the packing by shot number by spread for photo-shoots
• Prepare analysis as directed
• Prepare weekly, monthly, and quarterly reports
• Update all Asset Map detail pages to facilitate catalog publication, using PowerPoint
• General administrative duties and data entry
• Review & comment on submits & PP samples

Secondary Responsibilities:

• Create solutions for new opportunities for e-commerce clients.
• Present those solutions to the clients.
• Co-ordinate for pricing etc with various Wipro functions.
• Help with pre-sales for merchandising function from a Wipro perspective.

MINIMUM QUALIFICATIONS:

• Bachelor’s degree in Fashion Merchandising
• Minimum 8-12 years of merchandising or product related experience required
• Ability to multitask required
• Strong communication and follow up skills required
• Detail orientation and organizational skills a must
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) is a must