Senior Manager Ecommerce - D2C

About Ample

With a rich legacy spanning over two decades in enterprise and premium retail, Ample stands as a forefront technology and premium retail leader in India. Our enterprise business addresses the intricate technology needs of corporate clients, while our retail outlets cater to the individual consumer's desires.

A trailblazer in IT retail, Ample introduced Imagine (Apple) in 2004, India's pioneering store dedicated to all things Apple. Our retail footprint extends across India through more partnerships with esteemed brands like Bose, Under Armour, and ASICS. Presently, we operate a network of 100+ stores spread across 30 cities, serving the diverse needs of over 1 million retail customers.

In the enterprise domain, we deliver comprehensive end-to-end device lifecycle management and tailored technology solutions to a clientele exceeding 1500 customers. By merging innovation with profound industry expertise, Ample provides clients with bespoke solutions, empowering them to attain a competitive advantage in their respective business landscapes.

Key Responsibilities : (Website Management)

Strategic Planning and Execution :

Develop and implement comprehensive D2C strategies to drive growth, customer acquisition, and retention.

Stay updated with industry trends and innovations to ensure the company remains competitive.

Marketing Management :

Lead omnichannel marketing initiatives, including performance marketing, social media, SEO / SEM, Affiliate marketing and content marketing.

Collaborate with performance marketing and SEO agencies to ensure optimal execution of campaigns and strategies.

Drive personalization initiatives to enhance customer experiences across touchpoints.

Shopify Expertise :

Manage and optimize the Shopify platform, ensuring seamless functionality, mobile responsiveness, and integration with third-party tools.

Leverage Shopify analytics to understand consumer behaviour and enhance conversion rates.

Implement automation tools and workflows within Shopify to streamline operations.

Customer Engagement Tools :

Implement and optimize chatbots and AI-driven customer support tools for real-time engagement and query resolution.

Leverage CRM systems and customer engagement platforms for personalized communication and lifecycle management.

Integrate tools like live chat, automated messaging, and feedback collection systems to enhance the customer journey.

Analyze data from engagement tools to identify patterns, improve response rates, and drive satisfaction.

Agency Relationship Management :

Coordinate with performance marketing agencies to align campaigns with business objectives and maximize ROI.

Work closely with SEO agencies to improve search rankings, organic traffic, and website performance.

Collaborate with tech implementation partners for smooth execution of platform enhancements, integrations, and feature rollouts.

Evaluate agency performance regularly to ensure alignment with KPIs and goals.

Operational Excellence :

Oversee end-to-end D2C operations, including supply chain management, fulfillment, and customer support.

Implement robust inventory management systems to minimize stockouts and overstock situations.

Collaborate with logistics partners to ensure timely and cost-effective deliveries.

Customer-Centric Approach :

Develop and implement strategies to improve Net Promoter Score (NPS) and customer satisfaction.

Build loyalty programs and subscription models to enhance customer retention.

Gather and act on customer feedback to drive continuous improvement.

Team Leadership :

Mentor, and manage a high-performing D2C team across marketing, operations, and customer support functions.

Foster a culture of innovation, collaboration, and accountability.

Data-Driven Decision Making :

Utilize analytics tools like Google Analytics, Shopify reports, CRM systems, and customer engagement tools to monitor performance and drive actionable insights.

Regularly review KPIs such as CAC, CLTV, AOV, churn rates, and ACOS (Advertising Cost of Sale) to optimize strategies.

Brand Development and Storytelling :

Ensure cohesive brand messaging across all platforms, maintaining alignment with company values and goals.

Work with creative teams to produce impactful campaigns and content that resonate with target audiences.

Technical and Analytical Acumen :

Familiarity with tools like Google Ads, Facebook Ads Manager and similar marketing platforms.

Strong understanding of web technologies, UX / UI principles, and website performance optimization.

Knowledge of emerging technologies like AI and automation for enhancing customer experience.

Qualifications and Skills :

MBA from a reputed institution.

8-12years of experience in D2C roles, with a proven track record in scaling operations and revenue.

Advanced proficiency in Shopify, including customizations and integrations.

Strong digital marketing expertise with hands-on experience in PPC, social media, and content creation.

Proven experience in managing relationships with external agencies across performance marketing, SEO, and technology implementations.

Expertise in customer engagement tools such as chatbots, CRM systems, and automation platforms.

Knowledge of customer lifecycle management and retention strategies.

Excellent leadership and cross-functional collaboration skills.

Strong problem-solving, analytical, and strategic thinking abilities.

Exceptional written and verbal communication skills.