E-COMMERCE MANAGER

Falcon Peak Solutions Limited is a recruiting firm that efficiently and effectively provides recruitment and other HR solutions.

We are recruiting for our client in Lagos to fill the position below:

Job Title: E-COMMERCE MANAGER

Location: Ojodu Berger, Lagos
Employment Type: Full-Time
Salary: Attractive and Competitive

Job Summary

We are seeking a results-driven E-Commerce Manager to oversee the Company's online sales platforms, coordinate order fulfilment, manage customer service, and drive online sales growth. The ideal candidate must have hands-on e-commerce experience, strong customer service skills, commercial awareness, and the ability to ensure efficient operations and an excellent online shopping experience.

Key Responsibilities

• Manage the Company's website, online store, and other online sales platforms, ensuring they remain operational, properly maintained, and up to date.
• Ensure product names, descriptions, prices, images, and stock availability are accurate across all online sales channels.
• Update online catalogues promptly whenever product information, prices, or availability changes, and ensure unavailable products are removed or clearly marked as unavailable.
• Monitor online orders from placement through payment confirmation, processing, dispatch, and delivery, ensuring timely and accurate fulfilment.
• Coordinate with Sales, Warehouse, Inventory, Logistics, Finance, and other relevant departments to ensure orders are processed and delivered efficiently.
• Monitor delayed, cancelled, missing, incorrect, and failed orders, ensuring that issues are investigated, resolved, and escalated promptly where necessary.
• Handle customer enquiries, complaints, refunds, cancellations, failed transactions, and delivery-related issues professionally, following up on unresolved matters until they are satisfactorily resolved.
• Ensure customers receive accurate and timely updates regarding their orders and maintain proper records of complaints, resolutions, and recurring service issues.
• Monitor daily, weekly, and monthly e-commerce sales performance, analyse trends, and recommend strategies to increase revenue, improve conversion rates, and encourage repeat purchases.
• Develop and recommend promotions, product bundles, special offers, cross-selling, and upselling initiatives to drive online sales and customer retention.
• Track best-selling, slow-moving, and underperforming products, providing recommendations to management on sales improvement and product performance.
• Monitor relevant e-commerce trends, competitor activities, and customer purchasing behaviour to identify opportunities for business growth and improved customer experience.
• Coordinate with relevant teams and service providers to resolve website errors, payment gateway failures, checkout issues, and other technical or operational problems affecting online sales.
• Prepare and submit accurate and timely reports on online sales, order fulfilment, customer complaints, refunds, cancellations, and overall platform performance.
• Ensure relevant stakeholders understand and comply with approved e-commerce procedures, service standards, order fulfilment processes, and escalation protocols.
• Identify operational gaps and recommend improvements to enhance order accuracy, delivery efficiency, customer satisfaction, and overall e-commerce performance.

Qualifications and Requirements

• B.Sc. or HND in Business Administration, Marketing, Management, E-Commerce, Communications, or a related field.
• 3–5 years' relevant experience in e-commerce, online sales, digital commerce, or a related role.
• Strong customer service experience, particularly in handling complaints and resolving customer issues.
• Proven experience managing online ordering platforms, e-commerce websites, or digital marketplaces.
• Good knowledge of e-commerce operations, order processing, inventory availability, delivery coordination, refunds, and cancellations.
• Understanding of online sales strategies, customer experience, conversion, and customer retention.
• Good analytical, organisational, communication, and problem-solving skills, with strong attention to detail.
• Proficiency in Microsoft Excel and relevant reporting tools.
• Ability to coordinate effectively across departments, manage multiple priorities, and follow issues through to resolution.

Added Advantage: Experience in FMCG, food, retail, or hospitality, as well as familiarity with platforms such as Shopify, WooCommerce, payment gateways, inventory management systems, and customer relationship management tools.

Key Competencies

• Customer service excellence and complaint resolution.
• Online sales growth and commercial awareness.
• Order monitoring and fulfilment coordination.
• Data analysis and reporting.
• Attention to detail, accountability, and initiative.
• Effective communication and problem-solving.

How to Apply
Interested and qualified candidates should send their CVs to [email protected] using the Job Title as the subject of the email.

Job Type: Full-time

Work Location: In person