Ecommerce Manager

Organisation Overview:The organisation operates in the lifestyle and retail sector, with a strong presence across the GCC through retail distribution and e-commerce channels. The business manages a growing portfolio of watch brands and products across multiple markets and online platforms, with a focus on delivering a strong customer experience and expanding its digital commerce business.Role OverviewThe E-commerce Manager will be responsible for managing and growing the organisation's e-commerce business across its own website and relevant marketplace platforms. The role will have primary responsibility for online sales performance, website and marketplace management, digital merchandising, product catalogue management, pricing and promotion execution, inventory availability, fulfilment, returns and reverse logistics, customer experience and e-commerce analytics.The E-commerce Manager will work closely with the Head of E-commerce and coordinate with Marketing, Brand, Supply Chain, Logistics, IT, Finance and Customer Service teams to ensure effective execution of the e-commerce strategy.E-commerce Sales & Performance:·   Manage day-to-day e-commerce operations across the company website and relevant marketplace platforms.·   Drive achievement of e-commerce sales and profitability objectives in line with targets agreed with the Head of E-commerce.·   Monitor sales performance by product, category, channel, market and marketplace and identify opportunities for improvement.·   Analyse conversion, average order value, product performance and customer behaviour to improve online sales performance.·   Identify opportunities to improve the online customer journey and remove barriers to purchase.·   Support the Head of E-commerce in developing and implementing plans to achieve e-commerce growth objectives.·   Monitor performance against agreed targets and proactively highlight gaps and corrective actions.Website & Marketplace Management·   Manage day-to-day operations of the e-commerce website and marketplace platforms.·   Ensure product listings, pricing, product information, images, specifications and availability are accurate and up to date.·   Manage online product assortment and ensure new watch collections and products are launched accurately and on time.·   Manage product categorisation, search, navigation, recommendations and cross-selling opportunities.·   Monitor website and marketplace functionality and coordinate resolution of operational issues.·   Manage day-to-day relationships with marketplace platforms and e-commerce service providers.·   Ensure marketplace listings and online stores comply with agreed commercial, operational and brand requirements.·   Coordinate with IT and external technology partners to resolve website, integration and platform issues.Digital Merchandising·   Manage the online presentation and placement of watches across the website and marketplaces.·   Optimise product categorisation, search visibility, product pages and recommendations to improve customer experience and conversion.·   Analyse product-level performance and recommend changes to assortment, product placement and online visibility.·   Ensure product content is complete, accurate and commercially effective.·   Ensure online product presentation is aligned with brand guidelines in coordination with the Brand team.·   Identify opportunities for cross-selling, upselling, product bundling and improved product discovery.Pricing & Promotions Execution·   Implement approved pricing and promotional activities across e-commerce channels.·   Ensure prices, discounts, offers and promotional mechanics are accurately reflected across online platforms.·   Monitor competitor pricing, product availability and online positioning across relevant channels.·   Track the performance and commercial impact of promotional activities and provide insights to the Head of E-commerce.·   Coordinate with Finance and relevant commercial teams on pricing, margins and promotional considerations.·   Ensure changes in pricing and promotions are accurately implemented across all relevant e-commerce platforms.Inventory, Fulfilment & Logistics·   Monitor product availability and inventory levels across e-commerce channels and coordinate with Supply Chain to ensure adequate stock availability.·   Identify out-of-stock, excess and slow-moving inventory and coordinate appropriate actions with relevant teams.·   Monitor order processing, fulfilment, delivery and cancellation performance.·   Coordinate with logistics and fulfilment partners to ensure orders are processed and delivered within agreed service levels.·   Monitor returns, exchanges, refunds and reverse logistics, ensuring returned watches are appropriately collected, processed and routed.·   Coordinate with Supply Chain, Logistics, Customer Service and Finance to resolve issues relating to delivery, returns and refunds.·   Analyse returns and cancellation trends and identify opportunities to reduce avoidable returns and improve the customer experience.·   Ensure accurate reconciliation of orders, deliveries, returns and inventory across e-commerce platforms and ERP systems.·   Coordinate with relevant teams to ensure returned products are appropriately inspected, recorded and made available for resale where applicable.Performance Analytics & Reporting·   Track and report e-commerce performance across sales, orders, conversion, average order value, returns, cancellations, product performance and profitability.·   Prepare regular performance reports and dashboards for the Head of E-commerce.·   Analyse customer and transaction data to identify commercial and operational improvement opportunities.·   Provide actionable insights and recommendations based on e-commerce performance data.·   Monitor performance by country, platform, category, brand and product where relevant.·   Identify trends, underperforming areas and opportunities for improvement and communicate these proactively to the Head of E-commerce.Customer Experience·   Monitor the end-to-end online customer journey, from product discovery through purchase, delivery and returns.·   Identify opportunities to improve website usability, product information, checkout, delivery and returns experience.·   Monitor customer feedback, product reviews, complaints and return reasons to identify recurring issues.·   Coordinate with Customer Service and relevant operational teams to resolve customer-impacting issues.·   Ensure product information, availability, order status and post-purchase processes provide a consistent customer experience.·   Work with relevant teams to address recurring customer experience issues and improve online service quality.Cross-functional Coordination·   Work closely with the Marketing team to ensure e-commerce requirements are incorporated into relevant marketing initiatives, without owning marketing activities.·   Coordinate with Brand to ensure online product presentation follows brand guidelines and approved brand positioning.·   Work with IT on website, ERP, payment gateway, marketplace integration and other technology requirements.·   Coordinate with Supply Chain, Logistics, Finance and Customer Service to ensure smooth e-commerce operations.·   Manage day-to-day coordination with marketplaces, technology providers, fulfilment partners and other external e-commerce service providers.·   Work with Finance to ensure appropriate reconciliation of online sales, refunds, returns and other e-commerce transactions.Candidate Profile·   Bachelor's degree in Business, E-commerce, Retail Management, Digital Commerce or a related discipline.·   5–8 years of relevant experience in e-commerce, online retail or digital commerce.·   Experience managing e-commerce websites and marketplace platforms, preferably within retail, lifestyle, watches, fashion, consumer products or a similar sector.·   Strong understanding of e-commerce sales, digital merchandising, catalogue management and online retail operations.·   Experience managing e-commerce operations across multiple markets or GCC countries would be an advantage.·   Strong commercial and analytical mindset with the ability to translate data into actionable business decisions.·   Good understanding of inventory, fulfilment, returns and reverse logistics processes.·   Experience working with e-commerce platforms, marketplace portals, payment gateways and related technology solutions.·   Strong Excel and reporting skills; familiarity with ERP systems is an advantage.·   Experience with Odoo or similar ERP platforms would be an added advantage.·   Strong communication, coordination and stakeholder management skills.·   Highly organised, detail-oriented and execution-focused.·   Ability to work in a fast-paced, commercially driven retail environment and manage multiple priorities.Key Competencies·   E-commerce & online sales·   Commercial acumen·   Digital merchandising·   Website & marketplace management·   Product catalogue management·   Data-driven decision making·   Inventory & fulfilment management·   Returns & reverse logistics·   Customer experience·   Problem solving·   Stakeholder management·   Execution orientation·   Attention to detail·   Cross-functional collaboration