Job Description
E-commerce Operations Manager (App) /App operation Manager
Location: Shahpur Jat, New Delhi
Department: E-commerce / Digital Commerce
Employment Type: Full-time
About OGAAN
OGAAN is India's leading luxury fashion platform, bringing together renowned designer labels and
exceptional shopping experiences through our retail stores and digital platforms. We are looking
for a highly analytical and execution-oriented E-commerce Operations Manager to oversee the
performance, operations, and customer experience on the OGAAN Shopping App & Website.
This role will be responsible for monitoring the complete customer journey—from app traffic to
order fulfillment—and driving continuous improvements through data-driven insights.
Key Responsibilities
App Performance & Business Analytics
Monitor daily app performance and key business metrics.
Track app downloads, active users, user retention, and conversion rates.
Analyze customer browsing behaviour and shopping patterns.
Monitor cart additions, cart abandonment rates, and completed purchases.
Identify customer drop-off points and recommend improvements.
Prepare & publish reports to share with key stake holders within the organisation.
Sales & Order Operations
Track daily, weekly, and monthly sales performance.
Monitor order volumes and revenue trends.
Ensure smooth order processing from placement to delivery.
Track delivery timelines and coordinate with logistics partners to improve turnaround
time.
Monitor shipping costs and identify opportunities for optimization.
Customer Experience Management
Analyze customer feedback and app ratings.
Monitor return, exchange, cancellation, and refund trends.
Identify recurring customer issues and collaborate with relevant teams for resolution.
Improve overall customer satisfaction through process enhancements.
Inventory & Product Performance
Identify best-selling and slow-moving products.
Monitor out-of-stock products and coordinate with merchandising teams.
Ensure accurate product information, pricing, and imagery on the app.
Data & Reporting
Prepare dashboards and performance reports for leadership.
Track KPIs including:
o App Downloads
o Daily Active Users (DAU)
o Monthly Active Users (MAU)
o Conversion Rate
o Cart Abandonment Rate
o Average Order Value (AOV)
o Order Fulfillment Time
o Delivery SLA
o Return & Exchange Rate
o Customer Retention
o Customer Lifetime Value (CLV)
Cross-functional Collaboration
Work closely with Marketing, Buying, Merchandising, Technology, Customer Support, and
Logistics teams.
Coordinate app feature launches and monitor their business impact.
Recommend product and UX improvements based on customer insights.
Desired Skills
Strong analytical mindset with the ability to interpret business data.
Advanced Excel and Google Sheets proficiency.
Experience with Power BI, Tableau, or Looker Studio is preferred.
Working knowledge of SQL is an advantage.
Familiarity with Google Analytics 4 (GA4), Firebase Analytics, or Mixpanel.
Strong project management and stakeholder management skills.
Excellent communication and presentation abilities.
Attention to detail and problem-solving approach.
Qualifications
MBA from a premium institute
Experience
3–6 years of experience in:
o E-commerce Operations
o App Operations
o Digital Commerce
o Marketplace Operations
o Business Analytics
o Retail Operations
Experience with fashion, luxury retail, D2C brands, or e-commerce platforms.
Key Performance Indicators (KPIs)
The candidate will be responsible for improving and reporting on:
App Traffic & User Growth
Conversion Rate
Cart Abandonment Rate
Revenue & Sales Growth
Average Order Value (AOV)
Order Fulfillment Time
On-Time Delivery %
Shipping Cost per Order
Return & Exchange %
Cancellation Rate
Customer Satisfaction (CSAT)
Repeat Purchase Rate
App Rating & Reviews
Preferred Background
Candidates from organizations such as Blinkit, Zomato, Myntra, Ajio, Tata CLiQ Luxury, Nykaa
Fashion, Amazon Fashion, Flipkart, Reliance Retail Digital, or other D2C/e-commerce brands will
be preferred.
Pay: ₹35,170.75 - ₹100,000.00 per month
Benefits:
- Paid time off
- Provident Fund
Work Location: In person
