Job Description

JOB SUMMARY

We are seeking an experienced and commercially driven Head of E-Commerce to lead and grow our online business. The successful candidate will be responsible for developing and executing the overall e-commerce strategy, driving online sales growth, optimizing customer experience, managing digital channels, and leading the e-commerce team to achieve business objectives.

This role requires a strategic thinker with strong analytical skills, leadership capabilities, and a passion for books, retail, and digital commerce.

ROLES & RESPONSIBILITIES

E-Commerce Strategy & Business Growth

• Develop and execute the overall e-commerce strategy to achieve revenue, profitability, and growth targets.
• Identify opportunities to expand online sales channels and enhance the customer shopping experience.
• Establish annual business plans, budgets, and performance targets for the e-commerce division.
• Monitor industry trends, competitor activities, and emerging technologies to maintain a competitive advantage.

Online Store Management

• Oversee the daily operations of the online bookstore, ensuring optimal website performance and user experience.
• Manage product assortment, pricing strategies, promotions, inventory visibility, and merchandising activities.
• Collaborate with merchandising and inventory teams to ensure product availability and accurate stock information.

Marketplace & Omnichannel Management

• Manage sales performance across online marketplaces such as Shopee, and other relevant platforms.
• Develop strategies to maximize sales across multiple digital channels.
• Drive integration between online and physical store operations to create a seamless omnichannel customer experience.

Digital Marketing & Customer Acquisition

• Work closely with the marketing team to develop customer acquisition, retention, and loyalty strategies.
• Oversee digital marketing activities including paid advertising, SEO, email marketing, social media, and affiliate programs.
• Optimize customer journeys and conversion funnels to improve sales performance.

Data Analytics & Performance Management

• Monitor key e-commerce metrics including revenue, conversion rates, traffic, average order value, customer acquisition costs, and customer lifetime value.
• Utilize analytics and reporting tools to identify growth opportunities and improve operational efficiency.
• Present regular business performance reports and recommendations to senior management.

Customer Experience & Retention

• Develop initiatives to improve customer satisfaction, retention, and repeat purchases.
• Oversee customer service standards and ensure prompt resolution of customer issues.
• Implement loyalty programs and personalized customer engagement strategies.

Team Leadership & Stakeholder Management

• Lead, mentor, and develop the e-commerce team to achieve business objectives.
• Collaborate with marketing, operations, procurement, finance, IT, and customer service teams.
• Manage relationships with external agencies, technology vendors, logistics providers, and marketplace partners.

Budget & Financial Management

• Manage e-commerce budgets, forecasts, and profitability targets.
• Monitor operational costs and ensure efficient allocation of resources.
• Drive initiatives to improve revenue growth and profit margins.

Job Requirements

  REQUIRED EXPERIENCE

• Bachelor's Degree in Business Administration, Marketing, E-Commerce, Digital Business, Retail Management, or a related field.
• Minimum 8–10 years of experience in e-commerce, digital commerce, retail, or online business management.
• Minimum 3–5 years of leadership experience managing teams and business functions.
• Proven track record of growing online sales and managing e-commerce operations.
• Strong knowledge of e-commerce platforms, online marketplaces, digital marketing, analytics, and customer experience management.
• Experience with website management, CRM systems, and digital performance reporting.
• Excellent leadership, communication, negotiation, and strategic planning skills.
• Strong commercial acumen and analytical mindset.
• Experience managing omnichannel retail operations.
• Familiarity with ERP, CRM, and e-commerce platform integrations.
• AI usage

Skills