Manager-Ecommerce Sales & Customer Experience

Role: Manager – E-commerce Sales & Customer Experience

Experience: 8–12 years

Function: E-commerce / Digital

Role Overview

We are building a high-growth e-commerce business with a target of ₹100+ Cr revenue this year, with a clear roadmap to 2X this scale over the next 2–3 years.

This role is designed for a business leader who will own and drive e-commerce sales performance and customer experience. The individual will oversee key levers such as digital marketing, UI/UX, and conversion optimization, working closely with specialized internal and external teams responsible for execution.

The focus will be on ensuring all levers are aligned to business objectives, revenue growth, and profitability, while delivering a seamless and high-quality customer journey.

Key Responsibilities

Business Ownership & Growth

· Own end-to-end e-commerce business performance across revenue, conversion, and customer experience

· Drive growth strategy aligned with short-term and long-term business goals

· Continuously identify opportunities to scale revenue and improve profitability

Cross-functional Oversight

· Oversee digital marketing, UI/UX, CRM, and performance initiatives through collaboration with respective teams

· Ensure all execution aligns with defined business objectives and performance benchmarks

· Work closely with product, tech, and operations teams to drive outcomes

Customer Experience & Conversion

· Drive initiatives to improve overall website/app conversion rates

· Enhance customer journey across discovery, consideration, and purchase

· Lead interventions on cart recovery, engagement journeys, and personalization

Campaign & Performance Management

· Oversee campaign planning and execution across channels

· Ensure optimal utilization of marketing spends and alignment with ROI expectations

· Monitor and optimize campaign performance through data-driven insights

Team Leadership

· Lead inside sales and customer care teams

· Drive performance, accountability, and customer-first culture

· Enable teams to contribute effectively toward conversion and revenue goals

Success Metrics (KPIs)

· Overall P&L performance of the e-commerce business

· Revenue growth and business scale-up

· Website/app conversion rates

· Quality of traffic and funnel efficiency

· Average cart value (ACV) and attach rates

· Mix improvement toward higher-margin products/categories

· Marketing efficiency (spend vs ROI)

· Customer experience metrics (CSAT/NPS)

Performance will be reviewed through structured cadences (weekly, monthly, quarterly).

Career Growth & Role Evolution

· Opportunity to work at the forefront of scaling a high-growth e-commerce business

· Exposure to cross-functional leadership across marketing, tech, product, and operations

· Potential to evolve into a broader leadership role, contributing to overall e-commerce strategy and consumer experience charter