E-commerce Excellence Manager

Position Overview:

The E-commerce Excellence Manager will be responsible for establishing and leading our e-commerce services within a Business Process Outsourcing (BPO) framework. This role entails building the client’s e-commerce operations from the ground up, developing comprehensive strategies, and implementing streamlined processes to meet and exceed client expectations. You will oversee end-to-end service delivery, ensuring high standards of performance and customer satisfaction through efficient and scalable operations aligned with the client’s business objectives.

Specific Responsibilities:

• Account Development: Build and launch our e-commerce channel from the ground up, setting a strong foundation for long-term growth.
• Strategic Planning: Develop and implement e-commerce strategies aligned with the company's vision, ensuring sustainable growth and profitability.
• Project Oversight: Lead and manage all aspects of e-commerce projects, including budget, timelines, resources, and quality to ensure successful delivery.
• Quality assurance: Ensuring that the project meets performance standards, safety criteria, and government regulations.
• Team Leadership: Oversee the e-commerce team, providing mentorship, setting objectives, and ensuring alignment with broader company goals.
• Process Optimization: Design, refine, and scale e-commerce processes to enhance efficiency, customer satisfaction, and operational excellence.
• Performance Tracking: Establish and monitor KPIs, leveraging data analytics to make informed decisions and drive continuous improvement.
• Cross-functional Collaboration: Work closely with Marketing, Product, Sales, and IT teams to optimize the e-commerce experience and support business goals.
• Market Insights: Stay updated on industry trends, competitor activities, and emerging e-commerce technologies to keep the company competitive.

Qualifications:

• Minimum of 5+ years experience preferably in the BPO industry or in the same capacity with excellent people and client management expertise.
• Proven work experience in leadership, as a team leader, manager, SME, or supervisor.
• Experience managing relationships with internal or external stakeholders, customers, clients, or other relevant parties.
• Experience interacting with merchants from diverse backgrounds, demonstrating cultural sensitivity and awareness of customs, traditions, and communication styles to provide inclusive and personalized support.
• Experience in business planning and as an entrepreneur/merchant is a bonus.
• Training or QA experience is preferred, but not required.
• Proven experience in e-commerce management, digital strategy, or similar roles.
• Strong understanding of e-commerce platforms, best practices, and digital marketing.
• Demonstrated ability to lead, manage, and develop high-performing teams.
• Data-driven with a solid grasp of analytics, KPIs, and performance metrics.
• Excellent project management and problem-solving skills.
• Strong interpersonal and communication abilities.
• Organizational and time-management skills.
• Must be amenable to work on graveyard and shifting schedules.
• Ability to utilize highly technical systems, AI tools, and new technologies.