Senior Manager (E-commerce & Digital Operations)

Kamal Watch; Hyderabad; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

Kamal Watch in Hyderabad is seeking an experienced Head of Ecommerce to lead the online store and drive revenue growth. You will manage day-to-day e-commerce operations, oversee order processing, and work closely with marketing, logistics and stores to optimize customer experience.

We value strong leadership, analytical thinking, and the ability to own initiatives from concept to execution. Experience with Shopify and luxury retail will be advantageous.

Qualifications

• 5 - 8+ years of relevant e-commerce experience.
• Experience managing at least approximately 20 lakh+ in monthly online business and/or 200+ monthly orders is preferred.
• Previous experience managing an e-commerce team and day-to-day operations.
• Understanding of online sales, customer experience, fulfilment and e-commerce platforms.
• Experience with Shopify or another major e-commerce platform is preferred.
• Strong analytical, communication and team-management skills.
• Ability to take ownership and work independently.

Responsibilities

• Manage the day-to-day functioning of the e-commerce department.
• Drive online sales and work towards monthly revenue and growth targets.
• Manage and guide the e-commerce team across online sales, customer experience, catalogue and order operations.
• Monitor key metrics including sales, orders, conversion, leads and customer enquiries.
• Ensure effective follow-up of website, WhatsApp, phone and other digital leads.
• Oversee order processing, stock coordination, QC, dispatch, delivery, returns and refunds.
• Handle/escalate important customer service issues and ensure a premium customer experience.
• Coordinate with stores, marketing, accounts, logistics and other internal teams.
• Develop SOPs and processes to improve efficiency and accountability.
• Prepare regular e-commerce performance reports/MIS for management.
• Work with management and external agencies during the upcoming website redevelopment.
• Identify opportunities to improve conversion, customer experience and overall online growth.

Skills

E-commerce management

Team leadership

Data analytics

Communication

Ownership

Tools

Shopify

Google Analytics

CRM tools

Job description

Role & responsibilities

• Manage the day-to-day functioning of the e-commerce department.
• Drive online sales and work towards monthly revenue and growth targets.
• Manage and guide the e-commerce team across online sales, customer experience, catalogue and order operations.
• Monitor key metrics including sales, orders, conversion, leads and customer enquiries.
• Ensure effective follow-up of website, WhatsApp, phone and other digital leads.
• Oversee order processing, stock coordination, QC, dispatch, delivery, returns and refunds.
• Handle/escalate important customer service issues and ensure a premium customer experience.
• Coordinate with stores, marketing, accounts, logistics and other internal teams.
• Develop SOPs and processes to improve efficiency and accountability.
• Prepare regular e-commerce performance reports/MIS for management.
• Work with management and external agencies during the upcoming website redevelopment.
• Identify opportunities to improve conversion, customer experience and overall online growth.

Preferred candidate profile

• 5 - 8+ years of relevant e-commerce experience.
• Experience managing at least approximately 20 lakh+ in monthly online business and/or 200+ monthly orders is preferred.
• Previous experience managing an e-commerce team and day-to-day operations.
• Understanding of online sales, customer experience, fulfilment and e-commerce platforms.
• Experience with Shopify or another major e-commerce platform is preferred.
• Strong analytical, communication and team-management skills.
• Ability to take ownership and work independently.

Experience in watches, jewellery, luxury/premium retail, fashion, beauty, electronics, omnichannel retail or other organised e-commerce businesses would be an advantage.