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Manager - Ecommerce Merchandise Operations

Marketing, Sales & Service Practice

Practice: Customer

About Us: The Customer team consults Front Office Business Transformation for EYs global clients covering Sales, Marketing, Customer Service & Pricing pillars. Customer team leverages both Digital Transformation & Customer Experience domains to drive transformations for clients.

Role Summary

The Manager - Ecommerce Merchandise Operations will be responsible for leading strategic, operational, and transformation initiatives for ecommerce and retail clients. The role requires strong expertise in merchandise planning, demand forecasting, inventory optimization, pricing management, and process excellence. The Manager will oversee project delivery, guide cross-functional collaboration, and ensure that solutions are data-driven, scalable, and aligned with client business objectives.

Key Responsibilities

• Merchandise & Inventory Operations
  • Develop and implement merchandise strategies in alignment with client goals, market trends, and financial objectives.
  • Lead assortment planning, category management, and end-to-end product lifecycle execution.
  • Oversee demand forecasting, inventory allocation, replenishment planning, and stock optimization across ecommerce platforms.
  • Establish process standards for product listing, pricing, onsite merchandising, and promotional readiness.

• Client Delivery & Advisory
  • Lead the delivery of consulting engagements, including scoping, solution design, execution, and performance tracking.
  • Serve as a strategic advisor to client leadership on merchandising operations and ecommerce performance improvement.
  • Identify opportunities for operational transformation and develop best-practice operating models and workflows.
  • Prepare and present business cases, recommendations, and insights to stakeholders.

• Analytics & Performance Management
  • Conduct detailed analysis of sales, customer behaviour, assortment productivity, and operational KPIs.
  • Develop dashboards and reporting frameworks to support data-driven decision-making.
  • Recommend actionable insights to improve profitability, efficiency, customer experience, and merchandising outcomes

• Team Leadership & Stakeholder Management
  • Lead and mentor a team of associates to ensure high-quality project execution.
  • Collaborate with internal teams and client stakeholders across merchandising, supply chain, marketing, technology, and operations.

• Practice Development & Client Engagement
  • Manage consulting engagements and project workstreams to ensure high-quality outcomes delivered on time and within budget.
  • Serve as a strategic advisor to client leadership teams across Sales, Finance, and Operations, fostering long-term partnerships and trusted relationships.
  • Drive business development initiatives- Proposals and solution design, SOWs and client presentations.
  • Contribute to practice growth by developing methodologies, accelerators, and training assets, as well as supporting capability building and knowledge-sharing initiatives.

Required Skills & Qualifications

• Education: MBA or equivalent degree in Business, Marketing, Operations, Retail Management.
• Experience: 9+ years in ecommerce operations, merchandise planning, category management, or retail consulting.
• Technical Proficiency: Experience with ecommerce platforms (e.g., Amazon, Flipkart, Shopify, Magento), and familiarity with merchandising, OMS, or WMS systems.
• Analytical Capability: Advanced proficiency in Excel, data visualization tools and reporting frameworks.
• Soft Skills: Excellent communication, stakeholder management, problem-solving, and leadership abilities.

Preferred Qualifications

• Prior experience in consulting or in managing large-scale ecommerce clients.
• Exposure to pricing strategy, digital merchandising, or customer experience optimization.
• Knowledge of AI/ML-based forecasting tools, automation solutions, and advanced merchandising systems.
• Experience in business transformation, operating model design, or process reengineering initiatives.

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