Posted By
Posted in
Sales & Marketing
Job Code
1174668
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
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Posted By
Posted in
Sales & Marketing
Job Code
1174668
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