E-Commerce Manager (Fine Jewellery Segment)

• Own end-to-end e-commerce operations to achieve revenue, profitability and growth targets
• Monitor performance and track KPIs, driving initiatives to improve sales, conversion rate and AOV, and recommending corrective actions
• Manage website merchandising (collections, banners, navigation, content) for a premium shopping experience
• Coordinate website enhancements, releases and UAT with the tech team, without owning development
• Ensure timely product launches with accurate information, pricing, imagery and inventory sync, backed by regular catalog audits and data governance
• Verify jewellery-specific details: diamond certifications, BIS hallmark, metal purity, specifications and descriptions
• Oversee digital lead management and customer support, monitoring response time, lead conversion, checkout performance and payment issue resolution
• Act as final escalation point for orders, payments, deliveries, returns and refunds, and personally manage HNI and high-value customers from enquiry to delivery while upholding luxury service standards
• Run retention initiatives (Email, WhatsApp, SMS, abandoned cart) to improve repeat purchase rate and customer lifetime value
• Coordinate omnichannel experiences (click & collect, store appointments, video consultations, store-assisted purchases) and collaborate with Tech, CRM, Retail, Customer Service, Finance, Supply Chain and Brand teams

Pay: From ₹50,000.00 per month

Work Location: In person