Manager - Customer Experience Operations - Mumbai - The Souled Store

    The Souled Store
    The Souled Store Mumbai

    1 day ago

    Description

    About Us

    The Souled Store is a homegrown youth casual-wear brand founded in 2013. Today, we are one of India's largest online merchandising platforms, with licensing partnerships including Disney, Warner Bros., WWE, IPL and Viacom18 among others.

    We create products inspired by pop culture - superheroes, movies, TV shows cartoons—while also staying deeply rooted in evolving youth fashion and lifestyle trends. Alongside our core men's and women's apparel categories, we are actively expanding into new product lines such as activewear, Supima products, personal care (perfumes), footwear and backpacks.

    While we began as a digital-first brand, we have steadily expanded into offline retail and currently operate 60+ stores across India, with further pan-India expansion underway.

    The Souled Store was built on a simple belief: people do their best work when they love what they do. We believe work should be driven by ownership, curiosity, and leadership at every level - not just by titles. Over the years, we've built a team of like-minded individuals who work smart, take accountability, and grow with the business.

    If you resonate with our culture and want to be part of an aggressively scaling, consumer-first brand, we'd love to have you join us.

    Position Overview:

    As an Operations Manager at The Souled Store, you'll take charge of our daily

    operations, ensuring efficiency and seamless execution across departments. Your role

    will be pivotal in driving process optimization and ensuring the highest level of

    customer experience through operational excellence. You'll collaborate with various

    teams to streamline workflows, enhance productivity, and ensure that our customers

    receive a stellar experience.

    Roles and Responsibilities:

    1. Operations Management:

    o Oversee day-to-day operations, ensuring smooth execution across all touchpoints, including order management, customer experience workflows, and fulfilment processes.

    o Develop and implement process improvements to optimize efficiency and support the company's growth.

    o Ensure that operational systems and processes align with the brand's commitment to delivering exceptional customer experiences.

    2. Process Optimization:

    o Identify bottlenecks and inefficiencies, and work on streamlining operations for faster, more effective outcomes.

    o Lead initiatives to improve operational performance, leveraging data insights and best practices.

    o Implement strategies for continuous improvement and scalability to keep up with the evolving business.

    3. Team Leadership:

    o Lead, mentor, and motivate the operations team to achieve high levels of productivity and efficiency.

    o Set clear goals, performance targets, and KPIs for the team to ensure smooth and consistent operations.

    o Collaborate with cross-functional teams, including customer experience, product, and logistics, to maintain alignment and drive operational success.

    4. Reporting & Analysis:

    o Monitor operational performance metrics and prepare detailed reports for senior management.

    o Analyse data to provide insights, identify areas for improvement, and support decision-making.

    o Present findings and recommendations to optimize operational processes.

    5. Customer Experience Enhancement:

    o Ensure that operational processes are aligned with delivering the best possible customer experience.

    o Work closely with the customer experience team to resolve operational issues that impact customer satisfaction.

    Requirements:


    • Bachelor's degree in Business, Operations Management, or a related field.


    • Minimum 7 years of experience in an operations role, preferably within retail, e- commerce, or a high-growth environment.


    • Proven ability to optimize processes and manage large-scale operations efficiently.


    • Excellent leadership and team management skills.


    • Strong communication and collaboration skills, with a results-oriented mindset.


    • Experience with data analysis, report ing, and operations software/tools.


    • Ability to thrive in a fast-paced, dynamic environment.


    • Flexibility to work varying schedules, including weekends or holidays as needed.

    Note : Our hiring team will review your application and should we find your background to be a fit for this role, we will be in touch. If you don't get a response from our team within seven days, please know that your profile may not be a match for our current requirements. However, we appreciate your interest and encourage you to explore future opportunities with us :)

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