E-Commerce Manager

The E-commerce Manager leads the development and execution of the supermarket's e-commerce strategy, overseeing the entire digital ecosystem—from platform performance and marketing to logistics and customer service—to drive online sales, enhance customer experience, and achieve profitable growth and market penetration through innovative solutions and a seamless omnichannel presence.

• Oversee the daily operations of the supermarket’s e-commerce platform, ensuring it runs smoothly and meets business KPIs.
• Manage the product listing, pricing, and promotions to ensure that online offerings align with in-store products.
• Coordinate with supply chain, logistics, and IT teams to ensure efficient fulfillment, delivery, and inventory management.
• Implement strategies to improve the customer experience, including website usability, mobile optimization, and customer service support.
• Analyze key performance indicators (KPIs) such as website traffic, conversion rates, average order value, customer acquisition costs, and online revenue
• Use data analytics and customer insights to drive decision-making and refine the e-commerce strategy.
• Monitor competitive trends and benchmark performance against key competitors to identify growth opportunities.
• Conduct A/B testing on website design, functionality, and marketing campaigns to optimize the user experience.
• Lead and mentor a team of e-commerce professionals, including web developers, digital marketers, and customer service representatives.
• Foster a collaborative work environment that encourages innovation, creativity, and continuous learning.
• Set clear goals and expectations for the team and provide ongoing feedback to ensure high performance.
• Collaborate with cross-functional teams, including marketing, IT, and supply chain, to align e-commerce operations with broader business goals.
• Drive the development and implementation of new technologies and tools to improve the e-commerce platform. 
• Stay ahead of industry trends and emerging technologies, such as AI-driven personalization, augmented reality, and voice commerce, to innovate and improve the customer experience.
• Identify and evaluate opportunities for expansion into new digital channels, including mobile apps, social commerce, and third-party marketplaces.
• Manage the e-commerce budget, ensuring that investments in marketing, technology, and resources drive a positive return on investment (ROI).
• Drive online revenue growth through a combination of strategic pricing, promotions, and customer engagement initiatives.
• Contribute to the overall financial performance of the supermarket by increasing the profitability of the e-commerce channel.
• Ensure effective cost management across the e-commerce operation, from digital marketing spend to logistics and fulfillment.

Job Context:

Internal:

• Collaborate with internal departments such as marketing, supply chain, and customer service to ensure smooth and efficient e-commerce operations.
• Work closely with senior leadership to align e-commerce initiatives with the overall business strategy.
• Provide regular updates to the executive team on e-commerce performance, insights, and growth opportunities.

External:

• Build and maintain relationships with external vendors, including technology providers, logistics partners, and digital marketing agencies. 
• Stay informed about changes in the e-commerce and digital landscape, adapting strategies as necessary to stay competitive.

• Education refers to the educational degrees i.e. PHD, Masters, Bachelor’s, Diploma etc.
• Professional certifications, technical/vocational degrees, etc
• Minimum experience: Detailing overall experience required, experience in specific field/industry, experience in the role, experience in terms of people management, etc.
• Language and proficiency (e.g. Fluent in both English and Arabic) o Computer proficiency level required (e.g. Advanced knowledge in MS Office suite)
• Driving skills (e.g. Valid GCC light vehicle driving license required)