eCommerce Operations & Sales

Job Title: eCommerce Operations, Sales, and Customer Service Manager

Job Summary:
We are seeking an experienced and results-driven eCommerce Operations, Sales, and Customer Service Manager to oversee the day-to-day operations, sales performance, and customer service experience of our online business. The ideal candidate will have a strong background in eCommerce, sales, operations, and customer service, with a passion for driving revenue growth while ensuring an exceptional customer experience.

Key Responsibilities:

Operations Management:

Manage end-to-end eCommerce operations, including product listings, inventory management, order processing, and delivery logistics.
Collaborate with cross-functional teams such as IT, marketing, and logistics to ensure smooth and efficient operations.
Implement and track operational KPIs to drive continuous improvement and efficiency.
Sales Performance:

Develop and execute strategies to drive online sales and meet or exceed revenue targets.
Analyze sales data, market trends, and customer insights to identify opportunities for growth.
Optimize pricing, promotions, and product assortment to maximize profitability.
Customer Service:

Oversee the customer service function, ensuring all inquiries, issues, and complaints are addressed promptly and effectively.
Develop and maintain customer support policies and procedures to deliver a consistent and exceptional experience.
Implement tools and processes to gather customer feedback and improve satisfaction.
Monitor and improve key customer service metrics, including response times, resolution rates, and Net Promoter Scores (NPS).
Platform Management:

Manage and optimize eCommerce platforms (e.g., Shopify, Magento, Amazon) to deliver a seamless and engaging customer experience.
Ensure product listings are accurate, SEO-optimized, and visually appealing.
Stay informed on platform updates and industry best practices to enhance performance.
Reporting and Analytics:

Generate and present regular reports on sales, customer interactions, website performance, and inventory.
Use data analytics to evaluate campaign effectiveness and make data-driven decisions.

Qualifications:

Proven track record of achieving sales targets, improving operational efficiency, and enhancing customer satisfaction.
Experience with eCommerce platforms (e.g., Shopify, WooCommerce, Magento, or similar).
Strong analytical skills with proficiency in tools like Google Analytics, Excel, or BI tools.
Excellent communication, organizational, and problem-solving skills.
Familiarity with digital marketing and customer service tools is a plus.
Key Competencies:

Strategic thinker with the ability to execute effectively.
Customer-centric mindset with a passion for enhancing the customer journey.
Strong understanding of eCommerce sales funnels and operational workflows.
A results-oriented approach with a focus on growth, efficiency, and customer loyalty.