Description
Job Overview
The E-Commerce Manager is responsible for managing and coordinating the company's online sales operations, e-commerce platforms, digital storefronts, product listings, customer experience, order fulfillment, and online revenue performance.
The role works closely with the management, marketing, sales, operations, logistics, procurement, and customer-service teams to ensure that products are effectively presented online, orders are processed efficiently, customer expectations are met, and e-commerce sales targets are achieved.
Key Responsibilities
E-Commerce Operations
• Manage and oversee the day-to-day operations of the company's e-commerce platforms and online stores.
• Ensure products, pricing, descriptions, images, availability, and promotional information are accurately maintained online.
• Monitor online sales activities and ensure smooth processing of customer orders.
• Coordinate with internal teams to ensure orders are processed, packed, dispatched, and delivered on time.
• Monitor website and platform performance and identify operational issues affecting online sales.
• Ensure a smooth and consistent online customer experience.
Online Sales & Revenue Management
• Develop and implement strategies to increase online sales and revenue.
• Set and monitor monthly, quarterly, and annual e-commerce sales targets.
• Analyze sales performance and identify opportunities for revenue growth.
• Monitor product performance, customer demand, conversion rates, and average order value.
• Identify slow-moving products and recommend appropriate promotional or pricing strategies.
• Monitor competitors, market trends, pricing, and online customer behaviour.
• Implement initiatives to improve sales conversion and customer retention.
Product Listing & Merchandising
• Manage product listings across the company's e-commerce platforms.
• Ensure product titles, descriptions, specifications, images, prices, and stock information are accurate and up to date.
• Organize products into appropriate categories and collections.
• Ensure best-selling and priority products receive appropriate online visibility.
• Coordinate with marketing teams for banners, campaigns, promotions, and seasonal product displays.
• Regularly review product listings and recommend improvements to increase customer engagement and sales.
Digital Marketing & Promotions
• Coordinate with the digital marketing and social media teams to support e-commerce sales campaigns.
• Plan and execute online promotions, discounts, offers, and seasonal campaigns.
• Monitor the performance of digital campaigns and their impact on online sales.
• Coordinate promotional activities across websites, marketplaces, social media, and other approved online channels.
• Identify opportunities to improve online traffic, customer engagement, and conversion.
• Ensure promotional pricing and campaign information is accurately reflected across all relevant platforms.
Order Management & Fulfilment
• Monitor online orders from placement through dispatch and delivery.
• Coordinate with warehouse, inventory, logistics, and delivery teams to ensure timely order fulfilment.
• Monitor order cancellations, returns, refunds, exchanges, and delivery issues.
• Identify recurring fulfilment issues and coordinate corrective action.
• Ensure accurate inventory availability is reflected across online platforms.
• Monitor stock shortages and coordinate with procurement or inventory teams to avoid unnecessary lost sales.
Customer Experience & Service
• Monitor customer enquiries, complaints, reviews, ratings, and feedback received through e-commerce channels.
• Ensure customer issues are responded to and resolved within the required timeframe.
• Identify recurring customer concerns and recommend improvements.
• Monitor online reviews and customer satisfaction levels.
• Work with customer-service teams to improve the overall online shopping experience.
• Ensure company policies relating to returns, refunds, exchanges, delivery, and customer service are properly communicated online.
Marketplace Management
• Manage the company's presence and performance across relevant online marketplaces.
• Monitor marketplace product listings, pricing, promotions, inventory, orders, and customer reviews.
• Ensure compliance with marketplace requirements and policies.
• Monitor marketplace performance and identify opportunities for growth.
• Coordinate with marketplace representatives and platform support teams when required.
• Maintain accurate records of marketplace activities and performance.
Analytics & Reporting
• Monitor daily, weekly, and monthly e-commerce sales performance.
• Prepare regular reports covering sales, orders, revenue, conversion, returns, customer activity, and other relevant KPIs.
• Analyze e-commerce data to identify trends, opportunities, and operational issues.
• Provide management with clear updates on e-commerce performance and key business developments.
• Track performance against agreed sales targets and budgets.
• Recommend corrective actions where performance is below expectations.
Team Management & Coordination
• Supervise and coordinate e-commerce executives and other online-sales support staff, where applicable.
• Allocate responsibilities according to business requirements.
• Monitor team performance, productivity, and completion of assigned tasks.
• Provide guidance and support to the e-commerce team.
• Coordinate effectively with marketing, sales, operations, warehouse, logistics, procurement, finance, and customer-service teams.
• Promote accountability, teamwork, efficiency, and timely execution.
Requirements
• Minimum 5–8 years of professional experience in e-commerce, online sales, digital retail, marketplace management, or a related field.
• Previous experience in an E-Commerce Manager or senior e-commerce position preferred.
• Strong knowledge of e-commerce operations, online sales, product merchandising, and marketplace management.
• Experience managing e-commerce platforms and online marketplaces.
• Strong understanding of online sales performance, conversion, customer behaviour, and digital marketing.
• Experience in order management, inventory coordination, fulfilment, returns, and customer-service processes.
• Strong analytical, organizational, leadership, and problem-solving skills.
• Ability to work with sales data, reports, dashboards, and e-commerce KPIs.
• Strong communication and cross-functional coordination skills.
• Ability to manage multiple priorities and deadlines in a fast-paced e-commerce environment.
• Degree or professional qualification in E-Commerce, Business, Marketing, Digital Marketing, Retail Management, or a related field preferred.
Why Join Us?
• Be part of a dynamic and growing organization.
• Opportunity to lead and develop e-commerce operations and online sales channels.
• Work with an experienced and professional management team.
• Competitive salary and attractive benefits package.
• Opportunities for career growth and professional development.
• Positive, supportive, and performance-driven work environment.
• Opportunity to work across multiple digital sales channels and marketplaces.
• Ongoing training and skill-development opportunities.
• Opportunity to contribute directly to online revenue growth and business expansion.
• Recognition and rewards for outstanding performance.