E commerce Team Lead

E-COMMERCE TEAM LEAD

Reporting to: Head of Sales & Marketing

Department: E-commerce/Digital Sales

Job Summary:

E-Commerce Team Lead will lead the e-commerce strategy, operations, and growth initiatives for Ergoworks in the retail sector. This role is responsible for driving online sales growth, enhancing customer experience, and optimizing digital marketing performance. The Head of E-Commerce will oversee all e-commerce operations, develop an omnichannel approach, and collaborate with key departments such as marketing, sales, IT, and customer service to achieve business objectives.

Key Responsibilities:

1. E-Commerce Strategy and Vision
   • Develop and execute a comprehensive e-commerce strategy aligned with the company's overall business objectives.
   • Analyse market trends, customer insights, and competitor activity to identify new opportunities and ensure the company stays at the forefront of e-commerce innovation.
   • Set and achieve online sales goals, margin targets, and other KPIs.
2. Platform Management and Optimization
   • Oversee the development, optimization, and maintenance of the e-commerce platforms (website & omni-channels) to ensure a seamless and user-friendly customer experience.
   • Lead UX/UI improvements, site performance, and customer journey optimizations.
   • Collaborate with the IT and product teams to manage website development, troubleshooting, and new feature launches.
3. Digital Marketing and Traffic Generation
   • Lead omni-channels marketing strategies.
   • Partner with the marketing team to create and execute campaigns that drive traffic, increase conversion rates, and maximize customer retention.
   • Monitor and analyse sales promotion metrics, optimizing sales campaign funnel to achieve revenue targets.
4. Customer Experience and Loyalty
   • Drive customer satisfaction and enhance the online shopping experience by implementing best-in-class e-commerce practices.
   • Develop personalized marketing strategies to boost customer retention, repeat purchases, and lifetime value.
   • Work closely with the customer service team to ensure prompt and efficient handling of online customer queries, complaints, and returns.
5. Operations and Fulfillment
   • Oversee e-commerce operations, including order fulfilment, inventory management, logistics, and distribution.
   • Collaborate with supply chain and logistics teams to ensure a streamlined and cost-effective fulfilment process.
   • Implement strategies to reduce operational costs, improve fulfilment efficiency, and maintain optimal inventory levels.
6. Team Leadership and Development
   • Build, lead, and mentor a high-performing e-commerce team, fostering a culture of innovation, accountability, and continuous improvement.
   • Set clear objectives, provide regular feedback, and drive team performance to achieve strategic goals.
   • Promote collaboration across departments to ensure an integrated omnichannel approach.
7. Analytics and Reporting
   • Monitor and analyse key performance metrics, including online store traffic, conversion rates, and average order value.
   • Generate reports and insights to inform decision-making and demonstrate ROI on e-commerce initiatives.
   • Use data-driven insights to refine strategies and optimize performance continuously.

Qualifications:

• Education: Bachelor's degree in Marketing, Business, E-Commerce, or a related field. Master's degree preferred.
• Experience: Minimum of 3 years of e-commerce experience, with at least 2 years in a leadership role within the retail or consumer goods industry.
• Skills:
  • Strong knowledge of e-commerce platforms (e.g., Shopify, omni-channels).
  • Proficiency in digital marketing tactics, analytics tools (e.g., Google Analytics), and A/B testing methodologies.
  • Familiarity with UX/UI principles, customer experience optimization, and online merchandising.
  • Solid understanding of supply chain, inventory, and order fulfilment processes in an e-commerce context.
  • Excellent leadership, strategic planning, and project management abilities.
  • Analytical mindset with the ability to interpret data and drive actionable insights.
  • Strong communication and interpersonal skills.