Godrej Nature's Basket - eCommerce Manager

SCOPE OF THE ROLE:

- Drive sales revenue, optimize operations and manage customer satisfaction across the online and home delivery channels of Nature's Basket

JOB PROFILE:

- Achieve P&L revenue targets of profit per order and contribution of Total Sales

- Consistently achieve the targets for Sales, Operations and Customer Support every month

- Optimize operational processes to continuously increase the Delivery in Full (DIF) and Delivery on Time (DOT) percentages

- Collaborate and coordinate with the Regional Managers/Team and Stores to ensure DIF & DOT targets are met consistently

- Work with the Regional Managers to successfully roll-out new initiatives

- Manage and ensure effective resolution of all customer complaints as per the defined benchmark

- Review the NPS regularly and work on the customer experience related aspects like shopping, delivery and staff experience

- Work with the IT team for website/app, order processing and other back-end systems to ensure smooth functioning and improved customer experience

- Provide inputs to Digital Marketing team on Content, Catalogue, App, Social Media campaigns etc.

- Work with Marketing team for effective implementation and success of the consumer promotion schemes, incentives, campaigns and other initiatives

- Actively participate in weekly review meetings with Category Team to identify trends across fast moving, slow moving categories, inventory review, cross selling and upselling opportunities

- Conduct daily review and action meetings with direct reports on Sales numbers, Operational efficiencies and customer complaints

- Give relevant inputs for the manpower budgeting exercise for the delivery team

- Coach, train, motivate and ensure development and retention of Key Talent

KEY DELIVERABLES:

- Achieve the P&L revenue targets of profit-per-order and contribution to Sales

- Increase the Delivery in Full (DIF) and Delivery on Time (DOT) percentages

- Improve NPS and overall customer experience

- Achieve Customer Complaints resolution as per the defined benchmark

- Set-up KPIs and for the team and monitor progress on the targets

- New initiative roll-outs

THE RIGHT PERSON:

- Should be a MBA or Post Graduate Diploma in Marketing/Operations

- Work experience of 3-4 years in E-commerce industry is preferred

- Should have good people and team management skills and experience

- Should know the principles of visual display; loyalty programs; consumer behaviour and have a deep understanding of retail industry and competitors

- Should possess excellent communication, presentation and interpersonal skills

- High Proficiency in MS-Excel and PowerPoint is required