E-Commerce Manager

Job responsibilities

The E-Commerce Manager is responsible for driving the commercial success and seamless operation of the official website, ensuring it achieves business objectives in revenue, brand equity, and customer engagement. This hands-on role leads strategy and execution across merchandising, digital marketing, UX, logistics, and has direct responsibility and oversight for the Customer Care team (including the external agency). This role is responsible for the channel P&L and budget, ensuring buying, planning and stock optimization to deliver an exceptional customer experience. Key responsibilities include:

• Define the e-commerce roadmap across owned channel and third-party platforms.
• Manage the e-commerce roadmap, including both project rollout and product launches. Align online assortments and campaigns with overall strategy, and monitor/optimize key business KPIs (traffic, conversion, AOV, returns) to drive revenue growth.
• Lead integration of brand storytelling within digital initiatives.
• Plan and execute launches, seasonal events, and promotions, ensuring alignment and consistency across CRM, paid media, and content. Optimize merchandising, product availability, and digital shelf execution; supervise SEO to drive qualified traffic. Provide strategic inputs to the media team (upper and lower funnel) based on data-driven insights and the commercial calendar, ensuring campaigns align with business objectives.
• Ensure smooth e-commerce operations, including order management, fulfillment, and returns; collaborate with UX/UI and tech teams to enhance site usability and personalization. Partner with customer service and supply chain for issue resolution and operational excellence; lead continuous platform improvements.
• Manage budget planning and forecasting and prepare business reviews and performance reports.

Profile

• Demonstrated experience in e-commerce management within the luxury and/or beauty industry, with proven experience in Project Management related to eCommerce initiatives.
• In-depth knowledge of Salesforce Commerce Cloud (SFCC) required
• Previous experience in customer service management and knowledge of Salesforce Service Cloud is considered a plus
• Strong understanding of P&L management as well as ecommerce operations (from order to delivery)
• Proficient with web analytics tools with proven analytical abilities, including monitoring and acting on key digital metrics
• Excellent communication and team management skills
• Excellent knowledge of written and spoken English is essential, additional languages are a plus