Manager - Order Management

About Swiss Beauty

Founded in 2013, Swiss Beauty has quickly become one of India's leading beauty and cosmetics brands. Focused on catering to the unique beauty needs of Indian customers, the company combines global cosmetic standards with innovative product development, producing long-lasting and comfortable products. Their mission is to elevate makeup experiences to Swiss quality standards, breaking boundaries and celebrating individuality through revolutionary beauty products.

Role Overview

The Manager of Order Management will oversee the comprehensive order-to-cash process for Swiss Beauty's omnichannel operations. This includes managing Direct-to-Consumer (D2C) sales through the native website, multi-channel e-commerce platforms such as Nykaa, Amazon, Myntra, Flipkart, Purplle, as well as B2B distribution across traditional and modern trade channels. Leading a dedicated team, you will refine order processing workflows, maintain vendor relations, reconcile system data, optimize fulfillment, and significantly reduce operational costs including minimizing Return-to-Origin (RTO) rates.

Key Responsibilities

• Develop and implement the full order fulfillment strategy for both B2C and B2B channels to support rapid growth.
• Establish and enforce SOPs and SLAs for order validation, allocation, and post-fulfillment processes.
• Lead and mentor a high-performance order management team.
• Manage order receipt, identify and address fulfillment gaps promptly.
• Coordinate deliveries to partners and oversee Goods Receipt IN (GRIN) at partner warehouses.
• Detect and resolve discrepancies in collaboration with partner teams.
• Work closely with Key Account Management and business teams to streamline operations.
• Control and reduce returns to vendor and returns to origin scenarios.
• Reconcile partners' sales and returns data.
• Conduct regular operational review meetings to monitor performance.
• Maintain data integrity and synchronization between OMS, WMS, ERP systems (such as Microsoft Dynamics 365 Business Central), Shopify, and marketplace APIs.
• Collaborate with IT and product development to automate manual verification processes and enhance omnichannel capabilities like stock allocation.
• Ensure SKU master data accuracy including variant mappings, bundle setups, and promotional pricing to prevent order failures.
• Work closely with inventory, planning, and logistics teams to manage stock allocation and streamline delivery processes.
• Analyze data to monitor and reduce RTO and transit damages.
• Oversee monthly order, payment, and inventory reconciliations with finance and commercial teams.
• Serve as the escalation point for resolving critical fulfillment blockages, high-value orders, and logistics issues.
• Provide weekly and monthly operational performance reports (MIS) to executive leadership tracking key metrics such as cost per order.

Key Performance Indicators (KPIs)

• Order-to-Delivery (OTD): Enhance delivery speed to customers and shorten fulfillment cycles.
• Fulfillment Rate (FR): Maintain cross-channel fulfillment accuracy above 99% with minimal cancellations due to stockouts.
• Return to Origin (RTO) Reduction: Implement measures to decrease RTO percentage.
• Cost Efficiency: Continuously reduce variable logistics and packaging costs per order annually.

Required Qualifications & Experience

• Bachelor's degree in relevant fields.
• 5 to 8 years of core expertise in e-commerce fulfillment, retail operations, or order management.
• Prior experience in the beauty/personal care, FMCG, or fast-growing Direct-to-Consumer industries is highly advantageous.

Technical Skills and Expertise

• Strong operational knowledge of Microsoft Dynamics 365 ERP systems.
• Familiarity with advanced order management solutions such as Easycom and Shopify Plus.
• Proficient in advanced data analytics using Excel, Power BI, or SQL for deriving actionable insights.

Leadership Attributes

• Proven ability to manage operations across multiple warehouse sites.
• Experience in vendor contract negotiation and navigating challenges during peak sales periods (e.g., Nykaa Pink Friday, Amazon Great Indian Festival).