Manager – Ecommerce, Gifting & Customer Care

Join Finolex Industries Limited – We’re Hiring an E-Commerce, Gifting & Customer Care Manager!

E-Commerce, Gifting & Customer Care Manager

Your Role & Responsibilities:

E-Commerce Merchandising

• Develop and implement e-commerce merchandising strategies to drive sales across various channels (retail, e-commerce, wholesale)
• Collaborate with external vendors, marketing, product development, and sales teams to develop seasonal merchandising plans and promotional strategies
• Conduct online market research to identify consumer trends, competitive landscape, and emerging opportunities
• Work with product development teams to ensure alignment between merchandising strategies and product assortment planning for our e-commerce platform
• Develop and maintain e-commerce merchandising guidelines, standards, and best practices
• Analyze sales data, inventory levels, and customer feedback to evaluate merchandising effectiveness
• Monitor market trends, competitor activities, and consumer insights to inform merchandising decisions

Gifting Activities for Channel Partners

• Plan and execute gifting activities for channel partners, including selection of gifts, procurement, and logistics management
• Ensure gifting activities align with brand objectives and enhance partner relationships
• Manage budgets and track ROI for gifting activities

Pan India BTL Activities

• Plan and execute Below-The-Line (BTL) activities across India, including events, activations, and promotional programs
• Collaborate with cross-functional teams to develop and execute BTL strategies that drive sales and brand awareness
• Manage budgets, track ROI, and analyse effectiveness of BTL activities
• Plan and execute visual merchandising displays, store layouts, and in-store promotions
• Collaborate with retail partners to negotiate and execute merchandising agreements and promotional initiatives

Vendor Management

• Build and develop vendor partnerships for e-commerce product catalogue and provide strategic guidance, hands-on support, and training
• Lead performance management, coaching, and mentoring of vendor teams to drive continuous improvement, accountability, and results.

Customer Care Operations

• Manage customer care operations, keeping accurate records and documenting customer service actions
• Analyze query statistics, compile reports, and take ownership of customer issues
• Supervise the customer care team, including call scripting, coaching and training

Required Qualifications & Experience:

• Master’s degree in Marketing
• 10+ years of experience in E-commerce, Gifting (Corporate/Festival), Merchandising, BTL, Trade Marketing, Retail Management, or related roles

Required Key Competencies:

• E-Commerce Merchandising principles, Product Assortment Planning, and Retail Marketing Strategies
• E-Commerce Marketing tools and systems
• Strong communication, negotiation, and interpersonal skills
• Excellent analytical, creative, and problem-solving skills