E-Commerce and Innovation Officer
Full-time
Montaigne Place
Job title : E-Commerce and Innovation Officer
Job Location : Lagos Deadline : June 30, 2026 Quick Recommended Links 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.
Vacancy posted 1 day ago
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