E-Commerce and Innovation Officer

Job title : E-Commerce and Innovation Officer

Job Responsibilities
E-commerce Operations & Platform Management:

• Manage daily operations of all e-commerce platforms (owned and third-party), ensuring uptime, accuracy of listings, pricing, promotions, and content.
• Ensure products, services, SKUs, and digital catalogs are correctly set up, updated, and optimized across all e-channels.
• Monitor platform performance, site availability, checkout flow, and user experience, escalating issues promptly for resolution.
• Coordinate with IT, vendors, and third-party partners to resolve platform or infrastructure-related issues.

Order Fulfilment & Inventory Coordination:

• Oversee end-to-end order processing, fulfillment, returns, and cancellations to meet agreed service level timelines.
• Work closely with warehouse, logistics, and store teams to ensure optimal inventory allocation for e-commerce channels.
• Track stock availability, out-of-stock risks, inventory turns, and restocking timelines.
• Monitor and reduce product returns, delivery delays, and fulfillment errors.

Performance Tracking & Analytics:

• Track and report e-commerce KPIs including sales volume, order value, conversion rates, cart abandonment, returns, fulfillment timelines, and customer satisfaction.
• Support forecasting and variance analysis by providing accurate operational data and insights.
• Conduct regular e-channel analytics to identify performance gaps, operational bottlenecks, and improvement opportunities.
• Prepare weekly and monthly operational performance reports for the Head of E-commerce & Innovation.

Customer Experience & Service Excellence:

• Ensure consistent and high-quality customer experience across all e-commerce touchpoints.
• Monitor customer feedback, complaints, NPS scores, and satisfaction indices, driving corrective actions where required.
• Work with customer service teams to improve response times, resolution rates, and overall service quality.

Marketing & Campaign Execution Support:

• Support execution of online promotions, campaigns, product launches, and digital marketing initiatives.
• Ensure operational readiness for campaigns (inventory availability, platform configuration, fulfillment capacity).
• Track campaign-related operational metrics such as traffic, conversion, and order fulfillment efficiency.

Process Improvement & Compliance:

• Identify opportunities to improve e-commerce operational processes, workflows, and cost efficiency.
• Implement standard operating procedures (SOPs) for e-commerce operations and fulfillment.
• Ensure compliance with internal policies, partner SLAs, and regulatory requirements.

People Management & Capability Development:

• Supervise and coordinate e-commerce operations staff, ensuring clear roles, KPIs, and performance expectations.
• Support training, coaching, and on-the-job development of team members.
• Monitor staff performance, engagement levels, and skills gaps, escalating development needs as required.
• Ensure timely completion of appraisals and performance reviews for direct reports.

Qualifications

• Interested candidates should possess a Bachelor's Degree with 3-5 years experience.