Key Accounts and Ecommerce Manager

Job Description

Role & responsibilities Process Contributions Process Outcome Performance Measure Sales: E-commerce: Sales Planning & Initiatives 1. Preparing Business plans along with Joint Business Planning (partner wise) and drive the sales and revenue targets for Ecom eyecare channel. 2. Provide inputs to review the annual maintenance contracts related to the partnership agreement and propose alternations based on working inputs 3. Provide inputs to the product and brand teams to identify products based on the strategy, culture and customer base of the partner organization Revenue Sales & marketing plan Annual contracts & terms of trade New initiatives calendar Target Vs Achievement Adherence to timelines Consumer satisfaction score Sales: E-commerce: Vendor management 1. Maintain agreements ,relationships, resolve escalations and ensure smooth operations in coordination with the counterparts of allocated ecommerce partners Vendor management Promotion/ Discount schemes Adherence to SLAs Customer satisfaction scores Sales: E-commerce: Marketplace operations 1. Follow-up with partners for creation of indents and coordinate with ISCM teams for fulfilment 2. Ensure PO generation and stock flow to the respective warehouse as per raised indents 3. Follow the promotion calendar for the marketplace e-commerce with coordination from the internal teams and the negotiations with the key accounts while considering the overall business promotion calendar 4. Manage and resolve conflicts among channels/ partners/ relevant stakeholders Stock indenting and acceptance Adherence to timelines Availability of stock Sales: E-commerce: Marketing 1. Discuss with product and marketing teams of ecommerce partners and provide insights on customers flow; identify new avenues of marketing and propose suggestions Promotion marketing plan Cost benefit analysis Sales: E-commerce: Digital merchandising 1. Review, support and approve the demand planning and forecasting data for ecommerce marketplace partners 2. Maintain inventory levels in the warehouse as per the range of product display in the partner website and the merchandising plan Updated website product display Number of customer complaints Number of non-availability of products Sales: E-commerce: Customer experience 1. Adhere to the processes and policies for addressing customer complaints registered through the dedicated call centre support and ensure resolution in coordination with relevant stakeholders Customer complaint resolution policy Customer satisfaction scores Sales: E-commerce: Regulation & Compliance 1. Monitor the changes in the regulatory law related to the ecommerce sales and propose countermeasures in case of non- compliance 2. Ensure commercial compliance and periodically review controls & balances in the system 3. Provide inputs to quickly resolve issues related to non-alignment of stock norms in the warehouse with coordination from internal stakeholders Regulation compliant Number of audit points