Ecommerce Manager at Text Book Centre (TBC)

Job Purpose

The position will be responsible for defining and executing the overall e-commerce strategy with a focus on enhancing the online customer experience and driving revenue growth of the ecommerce channel. 

Key Responsibilities

• Develop and implement an E-commerce sales strategy in line with overall commercial plans geared towards driving direct revenue, lead generation, customer acquisition and customer retention.
• Develop an E-commerce sales budget, monitor progress and evaluate performance to ensure cost of sales target is maintained. 
• Own the E-commerce sales plan, develop sales forecasts and related targets for the channel, cascade the targets to the team and monitor performance.
• Establish and implement E-commerce sales goals, work plans, operating procedures, processes and systems in line with commercial plans.
• Work with the marketing team to create aligned customer communications across the channel and to optimize on planning and execution of promotional/ad/social campaigns, and any other B2C efforts.
• Work with the marketing and category teams to drive successful product launches, leading and managing successful online marketing campaigns including SEO/SEM, listing optimization, launching new products, and generating reviews.
• Work closely with Warehouse and Logistics on order fulfillment, inventory integrity, and other related operational functions.
• Prepare regular and detailed reports of progress and insights on product trends, competitor trends with actionable data to support business development decision-making processes.
• Generate reviews and track customer feedback to improve the consumer-facing elements of TBC’s E-commerce platforms.
• Ownership and management of customer experience including design, aesthetics, content, navigation, information architecture, performance and functionality.
• Create and present sales reports, analytics, and performance metrics on all digital B2C campaigns across Marketplaces and assess against goals (ROI and KPIs).
• Support consumer services on marketplace returns and product-related issues.
• Provide expertise on E-commerce industry best practices and identify new areas of E-commerce opportunities.
• Support direct reports to achieve optimal performance, including the management of workloads, performance management, constructive feedback and facilitation of ongoing professional and technical development.

Key Results Areas:

• Optimize product availability to the online customers.
• Customer loyalty and retention through efficient service and brands awareness.
• Digital relationship and communication management to ensure timely resolution of customer queries.
• New products introduction and growth of existing products to achieved sales target and business growth.
• Online sales data management.
• Reporting; efficient reports to facilitate informed decision making and analysis.
• People & team Management; manage a highly engaged team that meet the desired performance standards. Cross functional collaboration with other teams.

Job Qualifications

• Bachelors’ degree in business related field.
• Seven (7) years’ e-commerce sales experience in a customer focused organization, three (3) years of which must be in a managerial level. 
• Prior experience of delivering client-focused ecommerce solutions in a competitive environment.
• Comprehensive understanding of online sales, marketing platforms, digital stores dynamics and e-commerce fulfilment functions.
• Experience with B2C or B2B E-commerce platforms and experience of mobile and social marketing.
• Experience in managing relationships with 3rd party agencies/partners.
• Key Competencies:
• A relationship builder with impeccable excellent sales and negotiation skills.
• Proactive, self-starter with demonstrated ability to work independently.
• Confident and decisive decision maker with the ability to positively influence others.
• Competitive and charmingly persistent in nature with ability to work in a collaborative, team environment.
• Strong sense of urgency to meet schedules, deadlines, quotas and performance goals.
• Responsive and flexible with a strong commitment to customer service.
• Strong communication and presentation skills, both written and verbal.
• Strong team leadership, people management and supervisory skills with ability to build high performing teams.
• Have a high sense of accuracy, attention for detail and with good analytical ability. 
• Business acumen with ability to make sound decisions for the business.
• Good numeracy, problem analysis and reporting skills.