E-commerce Operation Manager

Translate functional goals into team-level operational plans and coordinate their execution. Monitor and track execution progress and report on performance against targets. Budget and Financial Monitoring Support and manage budget preparation and implement cost control within the team. Track expenditures and report variances in line with approved budgets.

Common Accountabilities Manage day-to-day operations and ensure delivery of targets in line with plans. Identify and implement process improvements to enhance operational efficiency. Ensure compliance with policies, procedures, and operational standards. People Management Manage and supervise team members, setting clear objectives and expectations.

Monitor and track team performance, providing regular feedback to ensure delivery. Support and coordinate employee development and training initiatives. Coordination Coordinate team activities to ensure smooth execution of operational plans. Coordinate with internal stakeholders to resolve operational issues and support delivery.

E-commerce Operations & Execution Manage day-to-day operations across all e-commerce platforms, ensuring continuous availability, reliability, and optimal performance. Oversee product catalogue management, ensuring accuracy of product listings, pricing, descriptions, and digital assets.

Ensure consistent execution of online sales activities, including promotions, campaigns, and product launches. Monitor platform functionality and proactively identify and resolve operational or technical issues impacting performance.

Digital Sales Performance & Optimization Monitor key performance indicators (KPIs) such as traffic, conversion rates, average order value, and revenue growth. Analyse customer behaviour and digital journey data to identify opportunities for improving user experience and sales performance.

Implement initiatives to optimize conversion rates, reduce cart abandonment, and enhance customer engagement. Track sales trends and provide insights to support commercial decision-making and growth strategies. Order Management & Fulfilment Oversee the end-to-end order lifecycle, ensuring efficient processing, fulfilment, and delivery.

Coordinate with supply chain, warehouse, and logistics teams to ensure timely and accurate order execution. Monitor order accuracy, delivery timelines, and return rates, implementing improvements where needed. Ensure effective handling of customer complaints, returns, and service issues to maintain high satisfaction levels .

Platform & Systems Coordination Collaborate with IT and digital teams to maintain platform stability, implement enhancements, and support system upgrades. Ensure integration and alignment between e-commerce platforms, ERP systems, and other digital tools.

Support implementation of automation initiatives to improve operational efficiency and reduce manual processes. Ensure data accuracy, consistency, and integrity across all systems and reporting tools. Marketing & Commercial Alignment Coordinate with marketing teams to ensure effective execution of digital campaigns, promotions, and product launches.

Align promotional activities with inventory availability and operational readiness. Support pricing strategies and campaign execution to maximize sales performance. Provide feedback on campaign effectiveness and customer engagement trends.

Customer Experience Management Monitor the end-to-end customer journey across digital platforms to ensure a seamless and user-friendly experience. Identify pain points in the customer journey and implement improvements to enhance satisfaction and retention. Ensure consistency in brand presentation, messaging, and user interface across platforms.

Track customer feedback, ratings, and reviews, and take corrective actions where needed. Performance Monitoring & Reporting Develop and maintain dashboards to track e-commerce performance metrics and operational KPIs. Prepare regular performance reports highlighting trends, risks, and opportunities.

Provide actionable insights to management to support continuous improvement and growth. Support forecasting and planning activities using data-driven insights. Cross-Functional Coordination Coordinate with internal stakeholders including marketing, supply chain, finance, and customer service to ensure seamless operations.

Ensure alignment between commercial objectives and operational execution. Facilitate communication between teams to resolve issues and improve efficiency. People Management Manage and supervise the e-commerce operations team, ensuring clear objectives and accountability. Monitor team performance and ensure effective execution of responsibilities.

Provide coaching and support to develop team capabilities in digital operations and analytics. Foster a performance-driven culture focused on continuous improvement and operational excellence.