Description
The Assistant Manager, E-commerce is responsible for driving online sales performance, managing digital commerce platforms, and enhancing the end-to-end customer online purchasing experience across the Group's bakery brands. This role oversees the day-to-day operations of e-commerce channels, digital campaigns, marketplace partnerships, and cross-functional collaboration to support business growth, customer acquisition, and retention.
Key Responsibilities
E-commerce Strategy & Sales Growth
Support the development and execution of e-commerce strategies to achieve online sales and profitability targets.
Identify opportunities to drive online revenue growth, improve conversion rates, and expand digital market share.
Monitor market trends, competitor activities, customer preferences, and emerging digital commerce technologies.
Recommend initiatives to enhance business performance and customer engagement across digital channels.
E-commerce Operations
Manage the day-to-day operations of e-commerce platforms, including brand websites, mobile applications, and third-party marketplaces.
Ensure product information, pricing, promotions, inventory availability, and content are accurate and updated.
Coordinate closely with Operations, Supply Chain, and Fulfilment teams to ensure efficient order processing and delivery performance.
Monitor platform functionality and work with relevant teams to resolve operational issues promptly.
Digital Campaign Management
Plan, execute, and monitor online campaigns, promotional activities, and seasonal sales initiatives to drive traffic and sales conversion.
Collaborate with the Marketing team to support customer acquisition, engagement, and brand awareness campaigns.
Support CRM, membership, and loyalty programme initiatives to improve customer retention and lifetime value.
Evaluate campaign effectiveness and recommend optimisation strategies.
Performance Analytics & Reporting
Track, analyse, and report key e-commerce performance indicators, including:
Sales revenue
Website and platform traffic
Conversion rates
Average Order Value (AOV)
Customer Acquisition Cost (CAC)
Customer retention and repeat purchase rates
Prepare regular business performance reports, dashboards, and actionable insights for management review.
Utilise data analytics to identify trends, opportunities, and areas for operational improvement.
Customer Experience Management
Drive continuous improvement of the end-to-end online customer journey and user experience.
Monitor customer feedback, satisfaction metrics, and service quality standards.
Partner with Customer Service teams to address customer issues, complaints, and service recovery initiatives.
Recommend enhancements to improve customer satisfaction and online purchasing experience.
Stakeholder & Vendor Management
Collaborate closely with Marketing, Operations, Supply Chain, IT, Finance, and other internal stakeholders to ensure successful execution of e-commerce initiatives.
Manage relationships with external vendors, marketplace partners, digital agencies, and service providers.
Support the implementation and integration of digital platforms, tools, and business initiatives.
Ensure alignment of e-commerce activities with overall business objectives.
Key Requirements
Diploma/Degree in Marketing or relevant
At least 4-5 years of relevant experience, exposure in retail, FMCG industry is an added advantage.
Strong commercial acumen and analytical skills
Knowledge of e-commerce platforms, marketplaces, and digital marketing