eCommerce Manager - FMCG/Retail/Telecom (5-10 yrs)

Responsibilities:

Stakeholder Management:

- Act as the primary liaison between the Head Office Initiative (HOI) and airport concessionaires, ensuring seamless day-to-day operations.

- Develop and maintain strong working relationships with on-ground teams to facilitate the timely execution of promotions, offers, and updates.

Training & Development:

- Conduct training sessions for concessionaire staff at airports to onboard them onto the HOI platform, ensuring smooth adoption of its features and functionalities.

- Provide hands-on support during training to ensure staff fully understand and can efficiently use the platform.

Technical and Operational Support:

- Serve as the first point of contact for technical issues, offering real-time operational and technical support to concessionaires.

- Troubleshoot and resolve platform-related issues, including payment processing, catalog errors, and system discrepancies.

- Collaborate with internal tech and product teams to provide timely support, escalating issues as needed to ensure efficient resolution.

Campaign Management:

- Oversee the successful execution of on-ground campaigns across various airport concessionaires.

- Manage and track campaign-related costs, ensuring accurate calculation and reporting.

- Utilize advanced Excel skills to analyze campaign data and prepare reports for internal review and strategic planning.

Catalog Management:

- Ensure product catalogs are accurately updated across all platforms (Tablet/App/Web/Kiosk) in a timely manner.

- Conduct regular audits of product listings, images, and pricing, and work closely with the catalog management team to maintain consistency and accuracy.

Continuous Improvement:

- Continuously assess and improve operational processes to optimize order count, sales revenue, and overall customer satisfaction.

- Work cross-functionally with tech, product, and marketing teams to ensure campaigns, new system features, and promotions are executed effectively.

Experience and Skills:

Education: Bachelor's or Master's degree in Operations Management, Business Administration, or a related field.

Experience: Minimum of 5 years in operations, project management, or a similar role, preferably within e-commerce, retail, FMCG, or telecom industries.

Industry Knowledge: Experience in managing distributor/dealer networks and field sales staff.

Skills:

- Strong project management abilities.

- Proficiency in catalog management, with experience in the food delivery industry as an advantage.

- Advanced Excel skills for data analysis and reporting.