Job Title

E-commerce Program ManagerKey Responsibilities: 1. Demand Generation and customer relationship management: • Manage and scale ongoing e-commerce programs with enterprise organizations• Coordinate with client procurement officials and end customers for sales and promotional events• Monitor website performance, traffic, and conversion rates using analytics tools• Plan and execute promotional campaigns, discounts, and seasonal sales.• Develop and implement strategies for lead generation and sales growth• Analyze customer behaviour and sales trends to forecast demand and optimize product listings.2. Order Fulfilment and Logistics: • Oversee the order fulfilment process, including order processing, packaging, and shipping.• Manage inventory to ensure stock levels align with demand, coordinating with suppliers.• Negotiate and manage contracts with logistics and courier partners to optimize delivery times and costs.• Ensure accurate and timely deliveries while maintaining high-quality packaging standards.3. Contact Center and Customer Service: • Manage and develop in house contact centre team to generate leads, address inquiries, and resolve customer issues.• Set performance targets, KPIs for the team and ensure they deliver high-quality service.• Monitor and improve customer satisfaction metrics like response time, resolution rate, and NPS.4. Store Operations and Maintenance: • Ensure the e-commerce platform is updated with accurate product descriptions, pricing, and images.• Work with external partners to troubleshoot technical issues and implement improvements.• Optimize the website for user experience and responsiveness.5. Data Analysis and Reporting: • Track KPIs such as sales, customer acquisition costs, fulfilment costs, and profit margins.• Prepare weekly and monthly performance reports for management review.• Use data to identify opportunities for growth and process improvement.6. Process Improvement and Strategy: • Identify inefficiencies in the supply chain, customer service, and sales processes.• Develop and implement new strategies to improve order accuracy, reduce costs, and enhance customer satisfaction. • Stay updated on e-commerce industry trends and integrate best practices into operations.Qualifications: Skills and Experience: • Education: Bachelor's degree in Engineering/Business Administration/Supply Chain Management,/Marketing, or a related field.• Experience: Minimum 2-3 years of experience in project management, e-commerce operations, logistics, or a similar role.• Soft Skills: Strong leadership and team management abilities.Excellent problem-solving and decision-making skills.Ability to manage multiple tasks in a fast-paced environment.• Preferences: • Experience with contact center operations or customer service management.• Proficiency in tools like Excel, CRM platforms, and shipping software.• Experience in consumer electronics and hardwareWhat We Offer: • Competitive salary and benefits package.• A chance to take ownership of a growing e-commerce business.• Opportunities for professional development and growth.• A collaborative and innovative work environment.Location: Gurugram Salary: Negotiable E-mail ID: Website: