General Manager

• *Company:** Phygicart Ecommerce Pvt. Ltd.
• *Department:** Business Operations \& Management
• *Reports To:** CEO / Managing Director
• *Employment Type:** Full\-Time

1\. Job Purpose

The General Manager is responsible for overseeing the overall business operations of Phygicart Ecommerce Pvt. Ltd., ensuring operational efficiency, business growth, profitability, customer satisfaction, and effective coordination across all departments. The role involves implementing management strategies, monitoring departmental performance, identifying operational gaps, and ensuring that company objectives are achieved.

2\. Key Roles and Responsibilities

• *A. Business Operations \& Strategy**

• Oversee the day\-to\-day operations of the company and ensure smooth functioning across departments.
• Develop and implement business strategies in line with company objectives.
• Identify operational gaps, inefficiencies, and opportunities for improvement.
• Establish policies, procedures, SOPs, and performance standards.
• Ensure coordination between the Head Office, warehouse, and other business units.

• *B. Sales \& Business Development**

• Monitor sales performance and ensure achievement of monthly and annual targets.
• Develop strategies to increase revenue, customer acquisition, and repeat purchases.
• Identify new business opportunities, products, markets, and revenue streams.
• Analyse sales reports, customer trends, and competitor activities.
• Work with the sales team to improve productivity and conversion rates.

• *C. Marketing \& Ecommerce Management**

• Supervise marketing activities, campaigns, promotions, and digital marketing performance.
• Monitor website performance, online sales, product listings, and order conversion.
• Evaluate campaign ROI, customer acquisition costs, and marketing expenditure.
• Coordinate with marketing teams to improve brand visibility and customer engagement.
• Ensure promotional offers and product campaigns align with business objectives.

• *D. Warehouse \& Logistics Management**

• Monitor inventory management, stock accuracy, order processing, packing, dispatch, and returns.
• Ensure timely order fulfilment and efficient coordination with courier partners.
• Review shipping costs, delivery performance, RTO rates, and damaged or lost shipments.
• Implement procedures to minimise stock discrepancies, wastage, and operational losses.
• Ensure proper warehouse documentation, stock reconciliation, and safety standards.

• *E. Financial \& Cost Management**

• Monitor revenue, expenses, profitability, budgets, and operating costs.
• Coordinate with Accounts \& Finance to review financial reports and cash flow.
• Identify cost\-saving opportunities without compromising service quality.
• Monitor outstanding payments, COD settlements, vendor payments, and logistics expenses.
• Ensure financial controls and compliance with company policies.

• *F. Human Resources \& Administration**

• Coordinate with HR on manpower planning, recruitment, employee performance, and training.
• Monitor attendance, productivity, discipline, and departmental staffing requirements.
• Ensure clear reporting structures, accountability, and performance evaluation.
• Supervise administrative functions, facilities, procurement coordination, and resource utilisation.
• Support employee engagement and the development of a performance\-oriented work culture.

• *G. Customer Service \& Customer Retention**

• Monitor customer complaints, returns, refunds, and service quality.
• Ensure timely resolution of customer issues and escalations.
• Develop strategies to improve customer satisfaction, retention, and repeat purchases.
• Analyse customer feedback and implement corrective actions.

• *H. Vendor \& Stakeholder Management**

• Manage relationships with suppliers, courier partners, service providers, and business associates.
• Review vendor quotations, service quality, delivery commitments, and commercial terms.
• Negotiate favourable business terms and monitor vendor performance.
• Coordinate with vendors and internal teams for new product launches and business requirements.

• *I. Performance Monitoring \& Reporting**

• Define KPIs and performance targets for departments and team leaders.
• Conduct regular departmental review meetings and track action items.
• Submit daily, weekly, and monthly performance reports to the CEO / Managing Director.
• Identify deviations from targets and implement corrective and preventive measures.
• Ensure timely completion of management decisions and assigned projects.

3\. Key Performance Indicators (KPIs)

• Achievement of sales and revenue targets.
• Improvement in gross margin and overall profitability.
• Reduction in operational costs and logistics expenses.
• Order processing and dispatch efficiency.
• Delivery success rate and reduction in RTO percentage.
• Inventory accuracy and reduction in stock discrepancies.
• Customer satisfaction and repeat purchase rate.
• Departmental productivity and achievement of KPIs.
• Timely implementation of SOPs and management decisions.
• Vendor performance and cost optimisation.

4\. Educational Qualifications

• Bachelor's degree in Business Administration, Commerce, Management, or a related field.
• MBA or postgraduate qualification in Management is preferred.

5\. Experience

• Minimum 5–8 years of relevant experience in operations, business management, ecommerce, retail, or distribution.
• Prior experience managing multiple departments and cross\-functional teams is preferred.
• Experience in ecommerce operations, warehouse management, logistics, sales, and business development will be an advantage.

6\. Required Skills \& Competencies

• Leadership, team management, and decision\-making.
• Strong business planning and operational execution.
• Analytical thinking and problem\-solving.
• Financial awareness, budgeting, and cost control.
• Sales, marketing, and ecommerce understanding.
• Vendor negotiation and stakeholder management.
• Excellent communication and coordination skills.
• Proficiency in MS Excel, MIS reporting, ERP, and business management systems.
• Ability to manage multiple priorities and work towards deadlines.

7\. Authority \& Accountability

• Recommend and implement operational improvements within approved authority.
• Monitor departmental performance and require corrective action where necessary.
• Review departmental reports, budgets, and operational expenses.
• Recommend staffing, vendor, process, and resource changes to management.
• Escalate significant financial, operational, compliance, and customer\-related risks to the CEO / Managing Director.
• Ensure confidentiality, compliance, and adherence to company policies.

8\. Working Relationships

• *Internal:** CEO / Managing Director, HR, Sales, Marketing, Accounts \& Finance, Purchase, IT, Customer Relationship Management, Warehouse, and Administration.

• *External:** Vendors, suppliers, courier partners, service providers, customers, and other business associates.

9\. Overall Responsibility

The General Manager is accountable for ensuring that Phygicart Ecommerce Pvt. Ltd. operates efficiently, achieves its business targets, maintains cost discipline, improves customer experience, and develops a structured, accountable, and performance\-driven organization

Pay: ₹80,000\.00 \- ₹110,000\.00 per month

Benefits

• Leave encashment
• Paid time off

Work Location: In person