Senior E-Commerce Executive

Overview

The Senior E-Commerce Executive is responsible to drive sales performance and operational excellence for the brand’s official website. This role oversees campaign execution, inventory coordination, customer satisfaction, and web performance, ensuring that all aspects of the online business run efficiently, align with brand strategy, and deliver measurable growth. Responsibilities

Achieve monthly and annual brand.com sales targets. Maintain consistent revenue growth and improve conversion rates. Deliver targeted AOV (Average Order Value) increase year-on-year. Campaign Planning & Execution

Complete campaign calendar at least one month in advance. Meet or exceed campaign sales and engagement KPIs. Ensure campaign materials and communications align with brand direction. Maintain ≥95% stock availability for key SKUs during campaigns. Ensure ≥98% on-time fulfilment rate with warehouse team. Minimise order cancellations or delays due to stock or operational gaps. Customer Experience & Retention

Maintain customer complaint resolution time under 48 hours. Keep refund and return rate below 3%. Maintain ≤2% product return rate due to product or service issues. Support loyalty and retention initiatives quarterly. Implement customer experience improvements based on feedback. Website Operations & Performance

Maintain >

99% uptime and site stability. Work with webmaster / developer to ensure site speed

Achieve ≥2% conversion rate and strong add-to-cart metrics. Conduct regular audits to ensure content, pricing, and UX accuracy. Analytics & Reporting

Generate weekly and monthly reports (sales, traffic, conversion, campaign ROI). Develop at least one actionable improvement plan monthly based on analytics. Identify customer and product trends to inform planning. Team Management & Coordination

Manage and guide eCommerce support staff to ensure timely and accurate execution of tasks. Coordinate effectively with marketing, merchandising, and customer service teams. Conduct regular team reviews to align priorities and ensure performance delivery. Maintain efficient communication flow between departments for smooth operations. Requirements

Bachelor’s degree in Business, Marketing, eCommerce, or related field. Minimum 3 years’ experience managing brand.com operations and similar eCommerce channels. Proficient in Shopify, Google Analytics, and related eCommerce tools. Strong analytical, planning, and cross-functional coordination skills. Excellent communication and stakeholder management abilities. Experience in supervising or coordinating a small operational team. Highly organised, data-driven, and able to manage multiple projects simultaneously.

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