Job Description

Position of Ecom Zonal Head

- E-Commerce Zonal Head Main Accountabilities

Business Development & Customer Management

Develop E-commerce business across branches and support teams in generating new business opportunities. Manage and nurture relationships with key E-commerce customers, ensuring high satisfaction and repeat business. Partner with customer relationship teams to deliver a seamless customer experience and resolve escalations within defined timelines.

Operational Leadership

Provide strategic direction and leadership to the E-commerce operations team, customer service team, and OCC team. Oversee the complete operational cycle--outstanding payments, order fulfillment, delivery performance, and NDD/SDD adherence. Ensure strict compliance to SOPs across hubs, branches, and logistics operations. Monitor and evaluate first mile and last mile performance; implement improvement plans where needed. Execute zone-level and central initiatives to scale operations effectively.

Performance, Quality & Process Improvement

Own and manage the P&L for the E-commerce vertical within the zone. Drive continuous improvement initiatives to enhance process efficiency, service quality, and turnaround time. Implement action plans to ensure adherence to Service Level Agreements (SLAs) and improve on-time delivery performance. Explore opportunities to reduce the overall Cost per Deliverywithout compromising service quality.

Cross-Functional Collaboration

Liaise with operations, customer service, KAM teams, and other departments to support service delivery and solve operational issues within stipulated timelines. Support the standardized execution of central SOPs, policies, and process changes across the zone.

Qualifications

Graduate / Post Graduate 8-15 years of relevant experience in E-commerce logistics or related domains. Job location is Pan India

Knowledge, Skills, Abilities & Competencies

Strong written and verbal communication skills. Excellent planning, decision-making, staffing, and stakeholder management abilities. Strong vendor management and process improvement capabilities. High interpersonal and organizational skills with effective coordination abilities. Self-driven, proactive, with high integrity; able to work independently and as a team player. Ability to lead cross-functional teams and deliver results in a fast-paced environment.

Key Interfaces

General Manager Operations Team Key Account Management (KAM) Team Customer Service Team
Interested candidate share their updated resume below mention email Id- recruit.mm@tciexpress.in/9315261423

Job Types: Full-time, Permanent

Pay: ₹700,000.00 - ₹1,200,000.00 per year

Benefits:

Health insurance Leave encashment Paid sick time Paid time off Provident Fund
Work Location: In person