Senior Quality Assurance Manager

Normak Fashions Pvt Ltd

Job Title: E-commerce Manager

Department:

Location:

Reporting To:

Salary:

Position Overview:

E-commerce Manager

cross-functional expertise

Key Responsibilities & Expectations:

1. E-commerce Sales & Digital Marketing (50%)

• Design and execute revenue-driven digital growth strategies for B2C, D2C, and B2B markets.
• Manage performance marketing across Meta, Google, influencer channels, and affiliate networks.
• Optimize product listings, pricing, cross-sell/upsell workflows, and digital merchandising.
• Build channel partnerships with marketplaces and strategic collaborators.
• Drive SEO and content strategy for improved visibility across platforms.
• Oversee retention campaigns via email, WhatsApp, push notifications, and remarketing tools.

2. E-commerce Operations & Fulfillment (30%)

• Oversee fulfillment pipeline, from order management to final delivery with seamless TAT.
• Coordinate with supply chain, logistics partners, and warehouse teams for optimal inventory turnover.
• Implement automation solutions in CRM, supply chain, and support processes.
• Manage backend integrations (ERP, OMS (Order Management System), CRM, Marketplaces).
• Improve service quality and reduce reverse logistics and SLA (Service Level Agreement) breaches.

3. Customer Experience & Loyalty (5%)

• Roll out loyalty programs and tiered reward initiatives.
• Establish and refine omnichannel support infrastructure—IVR (Interactive Voice Response), WhatsApp, Live Chat, and Helpdesk.
• Drive post-purchase delight and reduce drop-offs or churn.
• Train CX team on proactive engagement and upselling opportunities.

4. Catalog & Backend Optimization (10%)

• Implement and maintain PIM (Product Information Management) systems for enriched product content.
• Ensure timely and structured SKU onboarding with proper taxonomy and media.
• Collaborate with designers, photographers, and copywriters to elevate UX.
• Deploy tech solutions to reduce page load times and friction in UI.

5. Financial Planning & Profitability (5%)

• Automate P&L reporting and sales reconciliation across platforms.
• Track returns, claims, payment cycles, and vendor fees to minimize leakages.
• Lead cost optimization efforts for CAC (Customer Acquisition Cost) reduction and EBITDA improvement.

6. Analytics & Business Intelligence

• Build and manage analytics dashboards on tools like Google Looker Studio and Power BI.
• Monitor sales KPIs, retention curves, and marketing funnel effectiveness.
• Use data-driven experimentation to improve velocity across SKUs, geographies, and segments.

Key Responsibility Areas (KRAs) & Key Performance Indicators (KPIs):

KRA

KPI

1. E-commerce Sales & Marketing (50%)

Revenue growth, (Return on Ad Spend) ROAS ≥ 4x, CAC reduction, organic traffic share, (Conversion Rate Optimization) CRO uplift, new partnerships closed

2. Operations & Logistics (30%)

>95% order fulfillment rate, ≤2% error rate, inventory turnover ratio, reduced reverse logistics cost

3. Customer Experience (5%)

(Net Promoter Score)NPS > 65, (Customer Satisfaction Score)CSAT ≥ 85%, (First Contact Resolution) FCR rate, resolution speed, loyalty membership growth

4. Catalog & Backend (10%)

<24-hour catalog update TAT, zero listing errors, improved A+ content deployment, UX performance score

5. Financial Management (5%)

Accurate weekly/monthly reconciliation, returns <5%, improved cash flow, reduced operating cost ratios

6. Intelligence & Reporting (overlay)

Live dashboards, actionable insights, BI-driven decision-making speed, improved campaign velocity