Head - eCommerce - Apparel Business

Position - Head Ecommerce

Job Purpose / Overall Objective :

To lead and drive operational excellence across multiple ecommerce platforms and markets to meet strategic, sales, profit and operational business goals. Focussing on PERFORMANCE & TRADE, this role will also partner closely with Retail to consolidate and drive omnichannel go-to-market activities

Work Experience: - 10-12 years of rich experience in e commerce

Key Result Area:

Strategic Mindset:

- Strategic Planning for the growth of business through Own Website and Market Places - Knowledge of business drivers of growth for both channels.

- Formulate road map in collaboration with IT, Product & Marketing to redesign the business trajectory of the channel.

Business Generation:

- To use levers of growth and revenue generation for online channel with a continued focus on profitability of the channel.

- Ability to set up and launch automation processes (Abandoned Cart, Win Back Customer Strategy, and Upsell marketing automation sequences)

- Improve Conversion Rate at Own Site by ensuring seamless customer experience at site.

- Closely working with Retail to optimise Omni sales

- Monitor site performance across platforms to maximise customer engagement and conversion.

- To ensure all promotional activities are effectively executed at all platforms

- Meeting Sales & Profit budgets for online - Own Website & Other Market Places.

- Review ongoing issues, collaborate with wider team and suggest long term solutions to improve user and customer experience.

Customer Relationship:

- Customer Experience with better service levels and relationship building.

- Establishing CS norms and processes

- Understanding of Loyalty program functioning for retention

- CSI- Customer Satisfaction Rate, No. of Tickets, Conversion of NDR, On-time Delivery, Tickets to be resolved in defined TAT

Marketing:

- Aligning the campaigns with the marketing teams - for own website and market places.

- Work closely with marketing and affiliated agencies on implementing customer and revenue enhancements.

Analytical Ability:

- To be able to analyse and establish insights through analytical tools and use them to further business

People Development &Leadership:

- Ensure customer is always front of mind

- Lead by example by embodying the FF principles

- Create and maintain a team culture that embodies the FN brand values

- Ensure open and honest half yearly feedbacks on the teams performance

- Recruit 'best fit' team members as and when required

- Identify training needs of direct reports to develop their skills and maximise performance

- Maximise employee succession and retention through identifying highly skilled team Members

- Self-awareness and professionalism to be objective about own performance and actively seek advice and feedback from the respective manager

Leadership :

Builds high performing teams

- Identifies, hires, develops and retains top talent

- Inspires commitment to the business vision and values

- Creates effective teams who work collaboratively towards common goals

- Delegates effectively and provides others with the latitude to do their job well

Innovation:

- Encourages innovative thinking and respects ideas from others

- Identifies and implements simple, practical solutions to problems

- Pushes the boundaries of what has been done before to progress the business

Commercial:

- Has a clear commercial perspective on issues / understands the financial impact of decisions

- Understands and acts on trends that will impact the business

- Demonstrates good commercial judgement

- Is cost conscious and frugal

Influences change- :

- Influences others to support key business initiatives

- Effectively rallies others around the place of change in the business

- Drives sustainable change in line with the strategic direction of the business

Provides strategic direction:

- Is focussed on what needs to be done in the short, medium and long-term to achieve business growth

- Makes confident and timely decisions that support the business strategy

- Works predominantly on the business, not in the business