Key Account Manager - D2C

Purpose Of the Role:

The Key Account Manager - D2C owns the full performance of Selling Website, its direct-to-consumer storefront, along with the associated Call Centre function. This is a high-ownership, funnel-to-fulfilment role reporting directly to the Head of E-Commerce. The incumbent is accountable for growing D2C conversion economics while building the channel's next growth levers - consumer financing, a dedicated cart-recovery calling operation, and an emerging online-to-installed-kit fulfilment model in partnership with EPC/installer networks.

Key Responsibilities:

- Manage and optimize the selling platform end-to-end traffic, conversion, customer experience, and revenue.

- Own the selling platform's P&L revenue, margins, marketing investment, and channel profitability.

- Manage the Call Centre function, whose core mandate is outbound recovery calling for customers who add to cart but do not complete purchase within 2 hours.

- Drive structural improvement in D2C conversion rate against category benchmarks.

- Collaborate with the marketing team to drive performance marketing, SEO, SEM, affiliate marketing, and digital campaigns; own ROAS on D2C ad spend.

- Own the BigCommerce storefront experience page performance, checkout flow, mobile UX, and payment gateway uptime/limits.

- Collaborate with Supply Chain and Logistics teams to ensure efficient order fulfilment and inventory planning for D2C orders.

- Own repeat-purchase rate, delivery SLA adherence, and Call Centre CSAT as core retention levers.

- Collaborate cross-functionally with Sales, Marketing, Product, Supply Chain, Finance, and IT on shared D2C priorities.

Must-Have Qualifications:

- 5-6 years in D2C / e-commerce, with demonstrated full P&L ownership (revenue, margin, marketing investment) on a platform such as BigCommerce, Shopify, or Magento.

- Track record driving conversion rate optimization, performance marketing (SEO/SEM/affiliate), and CRM-led growth.

- Working exposure to OMS/ERP/CRM systems (SAP, Unicommerce, or equivalent) and leading digital transformation initiatives.

- Experience coordinating with supply chain/logistics functions on inventory planning and fulfilment.

- Strong stakeholder management cross-functional and external (vendors, agencies, financing partners).