Manager – E-commerce Sales & Customer Experience
Description
Role Overview
We are building a high-growth e-commerce business with a target of ₹100+ Cr revenue this year, with a clear roadmap to 2X this scale over the next 2–3 years.
This role is designed for a business leader who will own and drive e-commerce sales performance and customer experience. The individual will oversee key levers such as digital marketing, UI/UX, and conversion optimization, working closely with specialized internal and external teams responsible for execution.
The focus will be on ensuring all levers are aligned to business objectives, revenue growth, and profitability, while delivering a seamless and high-quality customer journey.
Key Responsibilities
Business Ownership & Growth
Own end-to-end e-commerce business performance across revenue, conversion, and customer experience
Drive growth strategy aligned with short-term and long-term business goals
Continuously identify opportunities to scale revenue and improve profitability
Cross-functional Oversight
Oversee digital marketing, UI/UX, CRM, and performance initiatives through collaboration with respective teams
Ensure all execution aligns with defined business objectives and performance benchmarks
Work closely with product, tech, and operations teams to drive outcomes
Customer Experience & Conversion
Drive initiatives to improve overall website/app conversion rates
Enhance customer journey across discovery, consideration, and purchase
Lead interventions on cart recovery, engagement journeys, and personalization
Campaign & Performance Management
Oversee campaign planning and execution across channels
Ensure optimal utilization of marketing spends and alignment with ROI expectations
Monitor and optimize campaign performance through data-driven insights
Team Leadership
Lead inside sales and customer care teams
Drive performance, accountability, and customer-first culture
Enable teams to contribute effectively toward conversion and revenue goals