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

- Focusing on PERFORMANCE & TRADE, this role will also partner closely with Retail to consolidate and drive omnichannel go-to-market activities

List the experience, skills and knowledge required in the role to achieve the overall objective above:

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

Technical Skills or knowledge (e.g. Pattern making, Textile knowledge):

- Strategic thinking

- Sound analytical skills

- Expertise in e commerce business

- Experience in HTML and Magento is desired.

Behavioral Competencies: (e.g. Communication skills) - Empathy

- Confident and engaging communicator

- Excellent interpersonal skills

- Ability to multitask

- Problem solving, Agility and Flexibility to manage

- Effective time management skills

- Effective planning and organizational skills

- Able to identify, manage and cultivate talent within the business

- Proven ability to coach, lead and develop a team

- Committed to leading by example and providing strong managerial support to the team

Key Relationships: Head Office employees, Store employees, Customers, Vendors

Key Result Area Key Tasks Desired Outcome / Measures of Success

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 optimize Omni sales

- Monitor site performance across platforms to maximize 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

- To ensure designing of relevant campaigns to maximize ROS.

Analytical Ability - To be able to analyze and establish insights through analytical tools and use them to further business

- 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 Clients 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 maximize performance

- Maximize 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

- Performance Reviews completed within specified time frames

- Development plans established and actioned as required

- Positive, engaged and inspired store team and culture

- Constructive and objective feedback provided to team members

- Proactive conversations occurring, mitigating risk to the business through early intervention of conflict resolution

- 360 degree feedback. Leadership Profile Key Tasks

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 focused 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

Learning Agility - Has a high level of self-awareness

- Is committed to continuous learning and self-improvement

- Adapts behavior and approaches based on prior learning and feedback

- Can learn new skills in first time and challenging situations

Analytical - Interprets data to make informed business decisions and actionable recommendations

Brand Values - Think Customer

- Respect for All

- Keep it simple

- Take Responsibility

- Act with pace

- Work behavior is in line with Forever New

Brand Values and act as a brand ambassador

Transformer Values - Focused- Keep the end in mind and work backwards towards it

- Optimistic - Work with a positive mindset

- Courageous- Focus on the goal without any inhibitions

- Trusting- Always look for strengths in others

- Encouraging - Always talk well about the brand & colleagues

- Gritty - Go an extra mile to achieve common goals

- Ownership - Work with a high sense of ownership

- Work behavior is in line with Transformer

Values

Proud Behaviors

One team, one brand, one vision

- Works collaboratively and inclusively

- Lives and breathes brand values

- Supports vision through action and commitment

Value honesty and respect - Acts genuinely, with integrity and is trustworthy

- Demonstrates a high level of business ethics

- Follows through on commitments

Customer centric in all that we do

- Always positive and solutions focused

- Consistently strives to exceed customer expectations

- Strives for customer loyalty not just satisfaction

- Emotionally connecting with customers

Innovative, passionate and brave

- Displays resiliency and is able to effectively overcome barriers

- Takes measured risks and encourages the same in others

Trusted, empowered and supported

- Takes on extra responsibilities

- Diligently reads, understands and implements all company provided information

Collaborative and accountable

- Is highly effective at delivering the desired business results

- Is accountable and takes ownership of business issues

- Overcomes barriers to success

- Shares ideas to ensure best possible outcome

Effective in how we communicate

- Is engaging and influential

- Adapts communication style appropriately for different situations

- Communicates openly and honestly

- Intelligent and articulate

Ethically and globally responsible

- Ethical

- Responsible for actions

Make things simple - Work smarter not harder

- Streamline and constantly seek efficiencies

- Priorities in line with the company vision

Strive to be the best - Continuously focused on personal and professional development

- Pushing boundaries to constantly exceed performance

- Sets goals and objectives to constantly work towards