eCommerce Manager – India

About Us:

What’s the fastest game bird in Europe? This was the question that inspired the founding of Guinness World Records back in 1955. Starting with a single book published from a room above a gym, GWR has grown to become a global multimedia brand, with offices in London, New York, Beijing, Tokyo and Dubai. Today, we deliver world-class content, not just through books, but via TV shows, social media and live events. Whatever the medium, our ultimate purpose is to make the world a more interesting, fun and positive place

JOB OVERVIEW:

We’re looking for a commercially minded and culturally fluent eCommerce Manager to lead our India online store and drive digital growth in this key market. Based in Mumbai or Pune, you’ll own the end-to-end customer journey — from web management and UX to CRM marketing and performance optimisation.

This is a hands-on, full-funnel role. You’ll not only optimise our Shopify storefront and local marketplace presence but also manage D2C campaigns, support supplier relationships, and deliver best-in-class customer experiences tailored to the Indian market.

You’ll be responsible for the performance of our India eCommerce store, ensuring a locally relevant, high-converting experience that reflects Indian consumer behaviour and purchasing preferences. You’ll also play a key role in executing D2C email and CRM campaigns, turning customers into loyal advocates of the GWR brand.

If you are passionate and proactive about eCommerce, with a strong background in web management, digital marketing, and marketplace operations, this is the role for you!

ESSENTIAL DUTIES AND RESPONSIBILITIES

Web & Store Management

• Manage and maintain the India Shopify store, ensuring all product listings, content, pricing, and promotions are localised and accurate.
• Own all merchandising updates and product pairings in coordination with global teams.
• Optimise the user experience for Indian customers, focusing on mobile-first design, speed, and conversion.
• Manage internal product data, support with new product development tailored to the India market alongside the Global Product Team.
• Provide expertise on current eCommerce industry best practice, with a CRO focus.
• Propose possible new channels of exploration (e.g. Amazon India, Flipkart, Nykaa, etc.)
• Collaborate with global eCommerce teams in London, Beijing & Tokyo to align strategy, share insights, and implement best practices.
• Oversee customer service processes related to India, including queries, fraud checks, and payment issues (including UPI).
• Regularly test and review site pages to analyse website performance, user behaviour, and sales data.

Store Operations

• Manage daily communication with the India fulfilment partner regarding inventory, lead times, and operational challenges, working closely with the Global supply chain manager.
• Ensure compliance with Indian eCommerce regulations, taxation, and data privacy requirements.
• Oversee customer support performance for India, ensuring timely, helpful, and brand-aligned responses across email, chat, and social channels.
• Support fine-tuning and ongoing training of the AI chatbot, ensuring responses reflect local customer needs, language nuances, and tone of voice.

D2C & Digital Marketing

• Collaborate with clients and affiliate partners to deliver co-branded digital campaigns that drive traffic, conversion, and retention for the India store.
• Coordinate creative assets, product feeds, and tracking links to ensure accurate campaign execution and performance attribution.
• Explore and develop new digital channels, including WhatsApp, influencer-led campaigns, and regional content marketing, to reach and engage new audiences.
• Build and execute direct-to-consumer CRM and email campaigns tailored to the Indian market.
• Create segmented journeys, automations, and promotional mailouts to drive conversion and retention.
• Enhance onsite SEO (metadata, keywords, and search terms) for India.
• Track and report on campaign performance using analytics dashboards and partner data.
• Collaborate with global marketing teams to align messaging, creative, and timing across campaigns.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Job Requirements and Qualifications:

• Minimum 3–5 years’ eCommerce experience, ideally with a leading consumer brand or digital-first company.
• Strong knowledge of Shopify and D2C eCommerce operations.
• Experience managing affiliate or partner-led marketing campaigns.
• Understanding of local payment systems (UPI, Paytm, COD, wallets) and customer trust dynamics.
• Experience managing customer service operations (email, chat, or WhatsApp) and familiarity with CX automation tools (e.g., Zendesk, Gorgias, Intercom).
• Proficiency with analytics and CRO tools such as Google Analytics, HotJar, or Data Studio.
• Strong Excel/Google Sheets and basic HTML/CSS skills.
• Excellent communication and stakeholder management skills, with the ability to collaborate across teams and time zones.

Other Knowledge, Skills and Abilities:

• Naturally customer- and data-focused, with a passion for improving online experiences.
• Commercially driven with strong business acumen and attention to detail.
• Capable of managing both strategic initiatives and daily execution.
• Collaborative team player who thrives in a cross-functional, multicultural environment.
• Self-motivated, proactive, and curious about emerging digital trends in India (e.g., WhatsApp, influencer commerce, live shopping).
• Excited to shape and grow GWR’s eCommerce presence in India.

Desired

• Hands-on experience with CRM/email platforms (Klaviyo, HubSpot, Salesforce Marketing Cloud).
• Familiarity with WhatsApp Business Platform, affiliate networks, and influencer campaign management.
• Experience managing marketplace integrations (Amazon India, Flipkart, Nykaa).
• Knowledge of Indian logistics providers (Delhivery, Shiprocket, Ecom Express).
• Basic coding knowledge (Liquid, HTML, CSS, JavaScript) a plus.

KEY RELATIONSHIPS:

• Director of eCommerce & Product
• Head of eCommerce Marketing & Digital Experience (London)
• eCommerce Team (Product, Supply & Customer Service)
• India Logistics, Supply, and Customer Service Partners
• Global Marketing, IT, and Finance Teams
• Affiliate and Client Partners