Manager-Ecommerce Sales & Customer Experience

Role: Manager - E-commerce Sales & Customer Experience

Experience: 8-12 years

Function: E-commerce / Digital

Role Overview

We are building a high-growth e-commerce business with a target of 100+ Cr revenue this year, with a clear roadmap to 2X this scale over the next 2-3 years.

This role is designed for a business leader who will own and drive e-commerce sales performance and customer experience. The individual will oversee key levers such as digital marketing, UI/UX, and conversion optimization, working closely with specialized internal and external teams responsible for execution.

The focus will be on ensuring all levers are aligned to business objectives, revenue growth, and profitability, while delivering a seamless and high-quality customer journey.

Key Responsibilities

Business Ownership & Growth

Own end-to-end e-commerce business performance across revenue, conversion, and customer experience

Drive growth strategy aligned with short-term and long-term business goals

Continuously identify opportunities to scale revenue and improve profitability

Cross-functional Oversight

Oversee digital marketing, UI/UX, CRM, and performance initiatives through collaboration with respective teams

Ensure all execution aligns with defined business objectives and performance benchmarks

Work closely with product, tech, and operations teams to drive outcomes

Customer Experience & Conversion

Drive initiatives to improve overall website/app conversion rates

Enhance customer journey across discovery, consideration, and purchase

Lead interventions on cart recovery, engagement journeys, and personalization

Campaign & Performance Management

Oversee campaign planning and execution across channels

Ensure optimal utilization of marketing spends and alignment with ROI expectations

Monitor and optimize campaign performance through data-driven insights

Team Leadership

Lead inside sales and customer care teams

Drive performance, accountability, and customer-first culture

Enable teams to contribute effectively toward conversion and revenue goals

Success Metrics (KPIs)

Overall P&L performance of the e-commerce business

Revenue growth and business scale-up

Website/app conversion rates

Quality of traffic and funnel efficiency

Average cart value (ACV) and attach rates

Mix improvement toward higher-margin products/categories

Marketing efficiency (spend vs ROI)

Customer experience metrics (CSAT/NPS)

Performance will be reviewed through structured cadences (weekly, monthly, quarterly).

Career Growth & Role Evolution

Opportunity to work at the forefront of scaling a high-growth e-commerce business

Exposure to cross-functional leadership across marketing, tech, product, and operations

Potential to evolve into a broader leadership role, contributing to overall e-commerce strategy and consumer experience charter