Deputy General Manager Retail & E Commerce - Today's Basket-Unit of ALPL
- Own full P&L for retail stores and e-commerce; set annual operating plans, margin targets, and cost lines; deliver revenue, EBITDA and cash-flow goals.
- Translate board/leadership objectives into quarterly execution roadmaps with clear milestones and owners.
- Define category architecture, range depth/width, and pricing ladders across online and offline channels.
- Lead vendor negotiations, buying cycles, and trade terms (sell-in, rebates, MDF, return policies); optimize GM% and GMROI.
- Drive private-label/house-brand strategy for margin accretion.
- Build true O2O journeys: BOPIS/Click-&-Collect, Reserve-in-Store, endless aisle, ship-from-store, and unified returns.
- Implement a consistent CX framework (NPS, CSAT, CES) across touchpoints—store, website, app, and service centres.
- Own site/app conversion funnel (traffic → PDP views → add-to-cart → checkout → payment success).
- Prioritize CRO initiatives (search & navigation, PDP content, reviews/UGC, bundles, upsell/cross-sell, checkout UX).
- Coordinate with product/engineering on roadmap: site speed, search relevance, personalization, and accessibility.
- Set full-funnel growth plans (brand, performance, CRM, marketplaces); manage CAC and payback windows by channel.
- Orchestrate lifecycle/retention programs: onboarding, replenishment, churn-win back, and high-value/VIP tiers.
- Lead seasonal and event calendars (festivals, HNY, EOSS, Payday)—pricing, offers, and inventory alignment.
- Drive store productivity: footfall, ATV/AOV, UPT, conversion, and staff productivity; implement gold-standard VM and SOPs.
- Ensure service quality for attachments (warranties, installations), repairs, and post-sales experience.
- Set demand plans and safety stocks; improve inventory turns and fill-rates; reduce slow/non-moving stock.
- Optimize last-mile (own fleet/3PL), delivery SLAs, and reverse logistics costs; implement ship-from-store and dark stores where viable.
- Enforce discount/credit controls, fraud prevention, and audit readiness across channels.
- Ensure statutory compliance (taxes, invoicing, data privacy, consumer protection) with zero tolerance for breaches.
- Build a high-performing org: hire, coach, and succession-plan across category, growth, ops, and store teams.
- Set clear KPIs, run weekly business reviews (WBRs), and reward outcomes and operating discipline.
- Champion a single view of customer, inventory, and orders; drive BI dashboards for daily decision-making.
- Adopt Plan to MarTech and RetailTech (CDP, marketing automation, OMS/WMS)
Director E Commerce - Torba Market - Doha, Qatar
(2024-04 - 2025-04)
- Partner closely with marketing groups and other relevant business units to drive the success of the ecommerce business
- Actively seek new ways to improve the head-to-toe ecommerce experience by evaluation of new solutions, customer communication tools, mobile solutions, and innovation opportunities etc.
- Evaluate and suggest ways to continue to improve logistics and reduce logistics expenses
- Be an advocate for the customer through execution of user centered design elements and processes
- Lead this department in executing Organic and Natural production processes, with high quality, on time and on budget
- Partner with Merchants and Programming to understand the Sales Programming Calendar, purchase order deadlines, and the processes necessary to deliver Rue's Sales Boutiques to the website
- Exceptional problem solver who finds ways to make the impossible possible
- Determine and manage the department budget, key performance indicators and process metrics
- Drive process improvement and innovate to improve throughput, quality, and units per hour
Chief Operating Officer Retail - Shoppers - Dar Es Salaam, Tanzania East Africa
(2022-11 - 2024-04)
Transformed operations in Tanzania, achieving a 20% increase in revenue within the first year through strategic business development and expansion of supermarket chains.
- Directed and enhanced merchandising strategies, resulting in a 15% improvement in product visibility and sales.
- Implemented rigorous quality and audit protocols, leading to a 30% reduction in product defects and customer complaints, enhancing overall brand reputation and customer satisfaction.
Manager - Business Operations E Commerce - Flipkart - Bangalore, India
(2016-03 - 2022-11)
- Grew brandanded and Non branded organic traffic by 75% by site optimization by PR/Link building campaigns, Manage SEO strategy & campaigns to improve user base and brand awareness.
- Implemented e-content strategy as well as conducted ongoing online catalog audit & identified areas of improvement and proposed corrective action plan enhancing overall workflow by 25%
- Managed & Implemented strategic site redesign to engage new users and improve brand messagings and improve conversion resulting 22% AOV, 9% visit duration increase
- Oversaw site analytics & testing driving growth for ecommerce & service delivery KPI
- Spearheaded the integration of shipstation with existing ecommerce platform reducing order processing time by 4 hours
- Upgraded the company CRM system to SRMS to improve data accuracy and streamline customer communication process
- Tapped into overhives real time inventory tracking to maintain 98% accuracy rate at multiple warehouses to reduce overstock by 27% and stock outs by 34% YOY
- Negotiated favorable shipping rates with Transports reduced shipping cost by 4% saving $ 5380 per month
- Integrated signified to analyze and reduce fraudulent orders by 36% saving the company $1254 potential loss for company
- Improved service metrics by rigorous collaboration with cross functional team from SLA 67% to 96 % YOY with ever highest NPS 97
Regional Deputy Manager - Retail Operations - Future Group - Bangalore, India
(2007-07 - 2016-03)
- Exceeded annual sales forecast by INR3000CR with YOY growth of 9%
- Managed entire South Region fostering a culture of customer excellence which increased customer retention rate by 28%
- Boosted in store sales by 18% through the implementation of strategic merchandising and dynamic sales campaigns
- Oversee daily operations including inventory management resulting in 10% reduction in waste through improved ordering practices
- Analyzed sales data including P&L statements, to compose region budget that cut cost by 22%
- Supported the store manager to improve sales by giving timely support of required manpower and training skill programs
- Overhauled Inventory Management system reducing on hand inventory cost by 20% while ensuring 99% order accuracy across multiple SKUs
- Managed Retail & Ecommerce order processing resulting in a 15% YOY increase customer satisfaction rate
- Spearheaded the integration of CRM FOR EYE with WMS Logistics shipping systems, enhancing the tracking capabilities & reducing average shipping times by 25%
- Controlled Operations for 11 warehouses co-ordinating team of 78+ seamless daily activities
Operational Excellence Manager - Cosmos Granite & Tiles Pvt Ltd - Chennai
(2005-07 - 2007-06)
- Launched ERP systems that boosted operational efficiency and slashed $5000 from quarterly overhead cost
- Lead efforts to improve Business Operations across the organization with the goal of increasing efficiency, improving workflow, mitigating operational risk and eliminating non value added activities
- Analyze root causes, coordinates and communicates corrective and preventive actions
- Manages contracts for contractors and vendors for compliance
- Actively seeks out innovative Ideas within Industry for Benchmark
- Support projects and take ownership of initiatives to improve existing tools & deliverables with the goal in mind to enable an improved sell-in readiness for the markets via the key milestones considering Scope, Resources, Budget, Time
