Reading Books & Fitness
SONIA CHRISTIE
E-commerce Operations Manager
Bangalore
Summary
Ecommerce- Operations Manager leading marketplace operations, supply chain, and process automation for multi-channel retail growth. Manages end-to-end fulfillment across Amazon, Flipkart, Myntra, Nykaa, Ajio, and Meesho, with results including 99.7% SLA compliance, 100% OTIF, and a 56% to 96% lift in 24-hour fulfillment. Builds scalable operating systems through team leadership, marketplace onboarding, reconciliation, and compliance control. Knowledgeable Operations Manager with strong background in managing e-commerce operations and optimizing supply chain processes. Successfully led cross-functional teams to enhance customer experience and streamline order fulfillment. Demonstrated expertise in inventory management and data-driven decision-making.
Overview
5
5
Languages
17
17
years of professional experience
Work History
Ecommerce- Operations Manager
Cure.Fit
Bengaluru, India
06.2023 - Current
- Managed ₹80L+ average monthly B2B dispatches, supporting a ₹100 Cr annual business plan (AOP).
- Led a team of 2 Operations Executives, managing end-to-end marketplace operations for Footwear & Apparel across B2B and B2C channels (excluding sales).
- Achieved 99.7% SLA compliance while dispatching 223K+ orders in a single quarter.
- Improved the 24-hour fulfillment rate from 56% to 96%, contributing to achieving Myntra Gold Seller status.
- Maintained 100% OTIF and an 80–85% fill rate across marketplace channels.
- Implemented VMS return validation process, enhancing Seller Protection Fund (SPF) claim success rate and reducing claim processing time.
- Managed marketplace fulfillment models including FBA, FBF, SJIT, MNOW, IXD, and Seller Flex.
- Successfully onboarded 15+ marketplaces, including Klydo, Stylii, Slikk, Zepto, and Blinkit.
- Reduced Late Dispatch Rate (LDR) by proactively resolving 110 Odin and 67 marketplace support tickets.
- Implemented the VMS return validation process, improving Seller Protection Fund (SPF) claim success.
- Developed and implemented the Seller Protection Fund (SPF) SOP, trained a 5-member team, and improved SPF approval rates from 6% to 70%.
- Drafted 200+ Amazon Plan of Action (POA) responses, resulting in reinstatement of suspended SKUs and improved account health.
- Improved Amazon Account Health from 150 to 480 and maintained top seller performance across Amazon, Myntra, Flipkart, and Snapdeal.
- Coordinated payment reconciliation, GST validation, and credit notes while ensuring financial alignment with marketplace partners.
- Managed dynamic pricing during major sale events including Amazon Great Indian Festival, Flipkart Big Billion Days, Myntra EORS, and Nykaa Pink Friday, achieving zero pricing errors.
- Streamlined order fulfillment processes to enhance efficiency and customer satisfaction.
- Mentored junior staff members on best practices in e-commerce operations management, fostering a strong team spirit among colleagues.
- Introduced automation tools in daily workflows, significantly improving operational efficiency and reducing manual efforts.
- Spearheaded initiatives to optimize packaging materials, reducing shipping costs without compromising product protection.
- Optimized e-commerce fulfillment strategy to minimize costs while maximizing profits and customer satisfaction.
Operations Manager
Live Your Sport Retail Pvt. Ltd.
Bangalore
05.2017 - 01.2023
- Led e-commerce operations across 15+ marketplaces and offline channels.
- Oversaw international operations (Amazon UK, US, UAE, Germany) with full compliance.
- Supervised 4 operations managers and 25 warehouse staff to enhance team performance and operational effectiveness.
- Ensured 100% inventory accuracy and zero breach in SLA adherence.
- Streamlined warehouse operations through automation and cycle counts across 4 hubs, improving overall efficiency.
- Coordinated with marketplace SPOCs for order flow, reconciliation, and claim resolution.
- Executed warehouse relocation project for CureFit acquisition, facilitating seamless transition and continuity of operations.
- Websites: liveyoursport.com, azanisport.com, avantsport.in
- Implemented best practices for inventory management, optimizing stock levels and minimizing waste.
- Collaborated with senior leadership to align operational strategies with company goals and objectives.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Analyzed and reported on key performance metrics to senior management.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
Assistant Manager – Procurement & Client Services
Rewards360 Global Services Pvt. Ltd.
Bangalore
06.2009 - 05.2017
- Managed central procurement for Payback loyalty programs, resulting in substantial cost savings for the organization.
- Coordinated product listings and descriptions to maintain catalogue accuracy and improve product visibility.
- Ensured pricing, quality, and stock replenishment compliance across vendors.
- Handled vendor relationships and purchase orders, ensuring efficient inbound logistics and compliance with stock replenishment standards.
- Coordinated product listings, descriptions, and catalogue accuracy for enhanced visibility.
- Awarded Best Employee and received three promotions for consistent performance.
- Managed vendor relationships, negotiating contracts that improved service delivery while reducing operational costs.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Negotiated with suppliers to secure better pricing, reducing operational costs.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
Education
Bachelor of Arts -
Bangalore University
Bangalore07.2008
ITI in Electricals & Electronics -
St. Patrick's Institution
Bangalore07.2005
SSLC -
St. Teresa's Girls High School
Chamrajpet, Bangalore03.2003
Skills
E-commerce operations
Marketplace compliance
Procurement
Logistics management
Process improvement
SOP development
Supply chain optimization
Interests
Timeline
Ecommerce- Operations Manager
Cure.Fit
06.2023 - Current
Operations Manager
Live Your Sport Retail Pvt. Ltd.
05.2017 - 01.2023
Assistant Manager – Procurement & Client Services
Rewards360 Global Services Pvt. Ltd.
06.2009 - 05.2017
Bachelor of Arts -
Bangalore University
ITI in Electricals & Electronics -
St. Patrick's Institution
SSLC -
St. Teresa's Girls High School
Declaration
I hereby declare that the above information is true and correct to the best of my knowledge and belief. Date: Place: Bangalore (Sonia Christie)
Professional Achievements
Onboarded 15+ marketplaces and managed 400+ international shipments (US, UK, UAE, and Germany) with 100% documentation compliance., Received the Best Employee Award at Rewards360 Global Services Pvt. Ltd., Earned multiple promotions at Cult.fit and Live Your Sport for consistently delivering strong performance., Successfully managed end-to-end marketplace operations while ensuring SLA adherence and process compliance.