Job Title

Join Finolex Industries Limited – We’re Hiring an E-Commerce, Gifting & Customer Care Manager!As ourE-Commerce, Gifting & Customer Care Manager , you’ll be the driving force behind strategies that drive online sales, enhance brand visibility, and deliver exceptional customer experiences. This role demands close collaboration with cross-functional teams to manage product assortments, promotional campaigns, gifting initiatives for channel partners, and Pan India BTL (Below-the-Line) activities.Your Role & Responsibilities:E-Commerce Merchandising Develop and implement e-commerce merchandising strategies to drive sales across various channels (retail, e-commerce, wholesale) Collaborate with external vendors, marketing, product development, and sales teams to develop seasonal merchandising plans and promotional strategies Conduct online market research to identify consumer trends, competitive landscape, and emerging opportunities Work with product development teams to ensure alignment between merchandising strategies and product assortment planning for our e-commerce platform Develop and maintain e-commerce merchandising guidelines, standards, and best practices Analyze sales data, inventory levels, and customer feedback to evaluate merchandising effectiveness Monitor market trends, competitor activities, and consumer insights to inform merchandising decisionsGifting Activities for Channel Partners Plan and execute gifting activities for channel partners, including selection of gifts, procurement, and logistics management Ensure gifting activities align with brand objectives and enhance partner relationships Manage budgets and track ROI for gifting activitiesPan India BTL Activities Plan and execute Below-The-Line (BTL) activities across India, including events, activations, and promotional programs Collaborate with cross-functional teams to develop and execute BTL strategies that drive sales and brand awareness Manage budgets, track ROI, and analyse effectiveness of BTL activities Plan and execute visual merchandising displays, store layouts, and in-store promotions Collaborate with retail partners to negotiate and execute merchandising agreements and promotional initiativesVendor Management Build and develop vendor partnerships for e-commerce product catalogue and provide strategic guidance, hands-on support, and training Lead performance management, coaching, and mentoring of vendor teams to drive continuous improvement, accountability, and results.Customer Care Operations Manage customer care operations, keeping accurate records and documenting customer service actions Analyze query statistics, compile reports, and take ownership of customer issues Supervise the customer care team, including call scripting, coaching and trainingRequired Qualifications & Experience: Master’s degree in Marketing 10+ years of experience in E-commerce, Gifting (Corporate/Festival), Merchandising, BTL, Trade Marketing, Retail Management, or related rolesRequired Key Competencies: E-Commerce Merchandising principles, Product Assortment Planning, and Retail Marketing Strategies E-Commerce Marketing tools and systems Strong communication, negotiation, and interpersonal skills Excellent analytical, creative, and problem-solving skills