E-commerce Manager

Description

General: • Define E-commerce Department Strategy with clear objectives and sales target – in line with company strategy • Meet strategic goals and deliver revenue and profit targets. • Define, execute and monitor department yearly Budget • Identify & capture online opportunities to discuss with management. • Drive and implement the business plan for area of responsibility to achieve strategy and objectives and implement operational improvements. • Implementing/enhancing an operating model for the e-Commerce Operations • Define E-commerce Policies and Procedures and ensure proper controls for their compliance • Developing detailed processes, quality controls, and KPI for a seamless integration of executing E-commerce Fulfilment program • Work in a fast paced sales environment while driving performance to reach targets with a focus on conversion Online Order Fulfilment and Customer Service: • Ensure proper structures are in place for a satisfactory outcome for the customer • Resolve issues fairly while maintaining a positive image of Nazih (or respective E-commerce channel) in the customer’s mind and adhering to corporate terms & conditions • Understanding of E-commerce fulfilment process and how to achieve cost effective business solutions while maintaining high levels of customer satisfaction • Monitor customers’ orders and solve any issue during his process. • Monitor the online shops for issues which might deter customers from buying and to suggest then implement ways of combating these issues • Monitoring and management the payment gateway and solve any arising issue • Monitor and Management of Shipment suppliers (Aramex) and suggest ways to improve delivery process Logistics & Inventory: • Managing forecasts and seasonality to ensure proper processes are being followed for inventory, material planning and replenishment • Coordinate with all supply chain and departments to ensure proper supply • Involve in order management, Logistics, Support, Process Improvement and Operational Efficiency Merchandising & Pricing: • Experience of E-commerce merchandising best practice, with an understanding of user behaviour • To keep all shops up to date with regards to Product updates as well as putting new products live • To activate products on the E-commerce stores and make sure they are displayed correctly • Coordinate with concerned for product images • Ensure all displayed products adhere to industry best-practices • Work with management on listing/assortment of products on the E-commerce channel • Working with internal departments/Management to ensure pricing is accurately maintained within customer’s systems. • Work with all concerned for promotion strategy of the E-commerce channel Marketing: • Develop the Online Selling Channel with company portals and third party portals • Ensure that marketing activities fulfil strategic goals and drive the required business results. • Coordinate with Marketing/digital department to plan channel online marketing strategy to achieve maximum conversion, boost sales and improve online presence • Deliver compelling messages that influence purchasing and renewal decisions and win/retain business • Ensure that campaigns are delivered to highly targeted audiences. • Deliver continual efficiencies in list selection, campaign execution, tracking and analysis. • Drive innovation and efficiency with new ways to reach customer segments and drive traffic to the site • Plan and implement digital communications campaigns, including paid search, social media and email. • Expand our online exposure to reach and invite new fans / customers to our online pages and encourage visits to Nazih stores. • Identify Nazih’s most influence online audience and online mediums by reviewing the data gathered through market research & history of our previous efforts on all social mediums. Reporting & KPIs: • Prepare, review, and/or analyse business reports, and use information to identify operational improvements • Daily reporting for internal/external stakeholders for performance and order management • Provide regular reports against agreed digital marketing and ecommerce KPIs. Resource Management: • Review current org structure of E-commerce Department and suggest ways to improve • Performance Management of the team by setting particular objectives, carrying out performance analysis, and identifying and recommending training needs. • Select the best fit for the job within the business unit. • Lead, coach & train the online E-commerce team. Coordination with E-commerce IT team: • Monitor the shops for bugs and carry out end-to-end testing on fixes • Become familiar with all aspects of the e-commerce platform and to recommend and implement enhancements to the system where applicable • Supervise Testing a

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