Downstream Manager – eCommerce

You will be responsible for overseeing the entire eCommerce order-to-delivery ecosystem, ensuring operational efficiency, scalability, and superior customer experience. This includes demand forecasting, fulfillment strategy, cross-border compliance, logistics, shipment tracking, sustainability initiatives, and customer service. You will play a critical role in driving high delivery SLA compliance, improving NPS, optimizing operational costs, and building resilience for global e-commerce growth.

KEY RESPONSIBILITIES

• Lead SKU-level demand forecasting using historical sales data, marketing calendars, and seasonal trends to ensure accurate inventory planning.
• Manage global fulfillment models, balancing cost-to-serve with delivery speed by overseeing regional 3PL partnerships and ensuring SLA compliance.
• Oversee smooth cross-border operations, including HS codes, duties, trade documentation, DDP models, and customs/tax compliance.
• Drive real-time tracking and proactive risk management using shipment visibility tools, minimizing delivery delays and improving customer satisfaction.
• Optimize end-to-end customer experience, including packaging, delivery methods, KPIs (NPS, CSAT, repeat purchase), and escalation management.
• Manage operational budgets, reduce cost per order, and provide performance insights and recommendations to senior management.
• Lead marketplace operations by onboarding platforms, managing partner relationships, and ensuring seamless order flow with global standards.

QUALIFICATIONS & EXPERIENCE

• Bachelor’s degree in Business, Supply Chain, Logistics, or a related field (MBA preferred).
• 3–4 years’ experience in e-commerce operations, supply chain, or demand planning.
• Proven success in managing fulfillment networks, cross-border logistics, and SLA-driven operations.
• Strong knowledge of supply chain, logistics, e-commerce, and customer experience management.
• Familiarity with ERP/OMS/WMS platforms, CRM systems, and shipment tracking integrations.
• Excellent analytical, forecasting, and cost optimization skills.
• Leadership ability to manage cross-functional and global teams.