| Detail | For this role |
|---|---|
| Department | E-commerce |
| Level | Manager |
| Reports to | Head of E-commerce |
| Direct reports | Online Merchandising Executive, E-commerce Executive, Catalog Executive |
| Experience | 4 to 8 years in e-commerce operations |
E-commerce Manager job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: E-commerce Manager
Department: E-commerce
Reports to: Head of E-commerce
Location: [City], [office, branch or site]
About the role
An E-commerce Manager runs the day to day operations of an online store, from listings and pricing to promotions, orders and customer experience. They keep the catalog live and accurate, run offers, coordinate fulfilment and service, and track sales and conversion. The role reports to the Head of E-commerce. A good e-commerce manager keeps the store running smoothly and selling well, gets listings, pricing and promotions right, coordinates operations so orders ship on time, and steadily improves conversion and customer experience.
Key responsibilities
- Manage the online store catalog, listings and content so they are accurate and live.
- Set and update pricing and offers across the store within margin guidelines.
- Plan and run promotions and campaigns around sale events and seasons.
- Coordinate order processing, fulfilment and returns with the operations team.
- Track sales, traffic, conversion and returns and act to improve them.
- Manage on site merchandising, placement and search so products are found.
- Resolve customer experience issues in listings, delivery and service.
- Coordinate with marketing to drive traffic to the right products.
- Manage the e-commerce team and their daily tasks and priorities.
- Report store performance and plans to the head of e-commerce.
Requirements
- Graduate, MBA is an advantage
- Experience running an online store
- Strong Excel and platform skills
- 4 to 8 years in e-commerce operations
KRAs and KPIs for a E-commerce Manager
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Store sales | Online store sales meeting the monthly target |
| Conversion | Store conversion rate improved against the target |
| Listing health | Catalog accuracy and listing health kept above the target |
| Fulfilment | Orders dispatched within the promised time above the target rate |
| Promotion delivery | Promotions launched correctly and on time for every sale event |
| Customer experience | Customer complaints and returns kept within the target |
Skills and tools
Tools used day to day: E-commerce platform admin, MS Excel and analytics, Order management system, Promotion and pricing tools, Catalog tools.
Reporting line and career path
Next roles: Senior E-commerce Manager, Head of E-commerce, Marketplace Manager
Interview questions for a E-commerce Manager
- How do you keep a large catalog accurate and live?
- How do you plan and launch a promotion for a sale event?
- How do you improve conversion on the store?
- How do you coordinate with operations so orders ship on time?
- How do you handle a spike in customer complaints about delivery?
- Tell me about how you improved an online store's performance.
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What does an e-commerce manager do?
An e-commerce manager runs the day to day operations of an online store. They manage listings, pricing, promotions, orders and customer experience, keep the catalog accurate and live, coordinate fulfilment and service, and track sales and conversion. They keep the store running smoothly and selling well and steadily improve conversion and customer experience.
What skills does an e-commerce manager need?
An e-commerce manager needs skills in catalog and listing management, pricing and promotions, merchandising and order coordination. Strong analytics to read sales and conversion, platform knowledge, and the ability to coordinate across marketing and operations are central. Problem solving and team management help keep the store running well during busy sale periods.
What is the difference between an e-commerce manager and a marketplace manager?
An e-commerce manager runs the company's own online store operations. A marketplace manager runs the business on external platforms like Amazon and Flipkart, working within their rules, ads and listing systems. The e-commerce manager owns the owned channel, while the marketplace manager owns performance on third party platforms.