Senior D2C Marketing Operations Manager

About the Role:

We are looking for a performance-driven and detail-oriented Senior D2C Marketing Operations Manager to lead the backend of our digital commerce and marketing engine. In this hybrid role sitting at the intersection of marketing, technology, and operations, you will manage end-to-end D2C eCommerce execution—including website performance, merchandising, CRM, inventory, and customer care—while directly supporting the growth of our brand across owned and partner platforms.

This is a critical role for someone who understands digital fashion consumers (especially Gen Z), is confident with numbers, and thrives in a fast-moving, creative startup environment.

Key Responsibilities:

D2C Website & Merchandising Ownership

• Own end-to-end execution of product listings, content updates, and homepage merchandising on the D2C site.
• Ensure seasonal, campaign-led, and brand-focused merchandising is aligned with marketing calendar and product drops.
• Optimize user journeys and drive conversion rate improvement through UI/UX enhancements and A/B testing.

Marketing Operations & Analytics

• Collaborate closely with performance marketing and content teams to align the site and marketing execution.
• Own reporting across marketing and operations—sales funnels, traffic behavior, SKU performance, and marketing campaign effectiveness.
• Build dashboards and trackers in Excel/Google Sheets for performance, marketing ROI, and operations health metrics.

CRM, Consumer Insights & Retention

• Manage CRM tools and platforms to segment users, track behavior, and create targeted retention strategies.
• Analyze order history, customer journeys, and cohort behavior to identify trends, upsell opportunities, and churn risks.
• Support email, SMS, and loyalty program operations with accurate segmentation and campaign reporting.

Customer Care Ownership

• Lead and oversee customer care operations on the D2C website, ensuring fast, friendly, and on-brand responses across email, WhatsApp, chat, and support forms.
• Work with support teams to resolve escalations, identify recurring issues, and integrate customer feedback into product and CX improvements.
• Create and maintain SOPs and knowledge bases for customer service, ensuring timely SLAs and brand tone consistency.

Inventory & Platform Alignment

• Align marketing and stock availability using Unicommerce or similar OMS tools to avoid dead links and optimize sell-through.
• Manage and update product catalogs across Myntra and other marketplaces, ensuring content and pricing sync with D2C campaigns.
• Monitor stock status and fulfillment data to support accurate communication across channels.

Pricing & Promotional Strategy

• Support development and execution of pricing strategy during sale and non-sale periods based on product velocity and margin health.
• Work with finance and marketing teams to ensure pricing decisions are data-backed and customer-friendly.
• Maintain visibility into eCommerce unit economics, including discounting, shipping, returns, and contribution margins.

Team Management

• Lead a team of 5–7 people including eCom execs, content uploaders, graphic designers, and operations/support coordinators.
• Drive accountability and high-quality output across website updates, customer care, asset readiness, and campaign timelines.

Requirements:

• 8–12 years of experience in D2C marketing operations, performance eCommerce, or digital merchandising, preferably in fashion/lifestyle brands.
• Proven ability to manage marketing workflows, performance reporting, CRM execution, and D2C brand site operations end-to-end.
• Strong Excel/Google Sheets skills and familiarity with CRM platforms, order management systems like Unicommerce, and marketplace dashboards.
• Analytical mindset with a good grasp of conversion metrics, consumer behavior, and campaign performance reporting.
• Experience managing customer care or support processes with a focus on consumer experience and retention.
• Understanding of pricing mechanics, eCommerce unit economics, and merchandising lifecycle.
• Team management experience with the ability to balance creative and operational resources.
• Passion for Gen Z culture, digital fashion, and tech-enabled brand-building.

Nice-to-Haves:

• Experience with tools like Shopify, GA4, Hotjar, Mixpanel, WebEngage, or similar.
• Exposure to content planning, influencer seeding, or digital brand campaigns.
• Prior experience in high-growth D2C or fashion startups.

Why Join Us?

• Shape the future of a fast-scaling fashion D2C brand with Gen Z at its core
• Be the operational and analytical backbone of marketing—where creativity meets flawless execution
• Collaborate with passionate marketers, designers, and founders in a high-ownership, fast-paced culture