Senior Manager (E-commerce & Digital Operations)

Role & responsibilities

• Manage the day-to-day functioning of the e-commerce department.
• Drive online sales and work towards monthly revenue and growth targets.
• Manage and guide the e-commerce team across online sales, customer experience, catalogue and order operations.
• Monitor key metrics including sales, orders, conversion, leads and customer enquiries.
• Ensure effective follow-up of website, WhatsApp, phone and other digital leads.
• Oversee order processing, stock coordination, QC, dispatch, delivery, returns and refunds.
• Handle/escalate important customer service issues and ensure a premium customer experience.
• Coordinate with stores, marketing, accounts, logistics and other internal teams.
• Develop SOPs and processes to improve efficiency and accountability.
• Prepare regular e-commerce performance reports/MIS for management.
• Work with management and external agencies during the upcoming website redevelopment.
• Identify opportunities to improve conversion, customer experience and overall online growth.

Preferred candidate profile

• 5 - 8+ years of relevant e-commerce experience.
• Experience managing at least approximately 20 lakh+ in monthly online business and/or 200+ monthly orders is preferred.
• Previous experience managing an e-commerce team and day-to-day operations.
• Understanding of online sales, customer experience, fulfilment and e-commerce platforms.
• Experience with Shopify or another major e-commerce platform is preferred.
• Strong analytical, communication and team-management skills.
• Ability to take ownership and work independently.

Experience in watches, jewellery, luxury/premium retail, fashion, beauty, electronics, omnichannel retail or other organised e-commerce businesses would be an advantage.