eCommerce Manager – India

About Us: What’s the fastest game bird in Europe? This was the question that inspired the founding of Guinness World Records back in 1955. Starting with a single book published from a room above a gym, GWR has grown to become a global multimedia brand, with offices in London, New York, Beijing, Tokyo and Dubai. Today, we deliver world-class content, not just through books, but via TV shows, social media and live events. Whatever the medium, our ultimate purpose is to make the world a more interesting, fun and positive placeJOB OVERVIEW:We’re looking for a commercially minded and culturally fluent eCommerce Manager to lead our India online store and drive digital growth in this key market. Based in Mumbai or Pune, you’ll own the end-to-end customer journey — from web management and UX to CRM marketing and performance optimisation.This is a hands-on, full-funnel role. You’ll not only optimise our Shopify storefront and local marketplace presence but also manage D2C campaigns, support supplier relationships, and deliver best-in-class customer experiences tailored to the Indian market.You’ll be responsible for the performance of our India eCommerce store, ensuring a locally relevant, high-converting experience that reflects Indian consumer behaviour and purchasing preferences. You’ll also play a key role in executing D2C email and CRM campaigns, turning customers into loyal advocates of the GWR brand.If you are passionate and proactive about eCommerce, with a strong background in web management, digital marketing, and marketplace operations, this is the role for youESSENTIAL DUTIES AND RESPONSIBILITIESWeb & Store ManagementManage and maintain the India Shopify store, ensuring all product listings, content, pricing, and promotions are localised and accurate.Own all merchandising updates and product pairings in coordination with global teams.Optimise the user experience for Indian customers, focusing on mobile-first design, speed, and conversion.Manage internal product data, support with new product development tailored to the India market alongside the Global Product Team.Provide expertise on current eCommerce industry best practice, with a CRO focus.Propose possible new channels of exploration (e.g. Amazon India, Flipkart, Nykaa, etc.)Collaborate with global eCommerce teams in London, Beijing & Tokyo to align strategy, share insights, and implement best practices.Oversee customer service processes related to India, including queries, fraud checks, and payment issues (including UPI).Regularly test and review site pages to analyse website performance, user behaviour, and sales data.Store OperationsManage daily communication with the India fulfilment partner regarding inventory, lead times, and operational challenges, working closely with the Global supply chain manager.Ensure compliance with Indian eCommerce regulations, taxation, and data privacy requirements.Oversee customer support performance for India, ensuring timely, helpful, and brand-aligned responses across email, chat, and social channels.Support fine-tuning and ongoing training of the AI chatbot, ensuring responses reflect local customer needs, language nuances, and tone of voice.D2C & Digital Marketing Collaborate with clients and affiliate partners to deliver co-branded digital campaigns that drive traffic, conversion, and retention for the India store.Coordinate creative assets, product feeds, and tracking links to ensure accurate campaign execution and performance attribution.Explore and develop new digital channels, including WhatsApp, influencer-led campaigns, and regional content marketing, to reach and engage new audiences.Build and execute direct-to-consumer CRM and email campaigns tailored to the Indian market.Create segmented journeys, automations, and promotional mailouts to drive conversion and retention.Enhance onsite SEO (metadata, keywords, and search terms) for India.Track and report on campaign performance using analytics dashboards and partner data.Collaborate with global marketing teams to align messaging, creative, and timing across campaigns.ESSENTIAL DUTIES AND RESPONSIBILITIESJob Requirements and Qualifications: Minimum 3–5 years’ eCommerce experience, ideally with a leading consumer brand or digital-first company.Strong knowledge of Shopify and D2C eCommerce operations.Experience managing affiliate or partner-led marketing campaigns.Understanding of local payment systems (UPI, Paytm, COD, wallets) and customer trust dynamics.Experience managing customer service operations (email, chat, or WhatsApp) and familiarity with CX automation tools (e.g., Zendesk, Gorgias, Intercom).Proficiency with analytics and CRO tools such as Google Analytics, HotJar, or Data Studio.Strong Excel/Google Sheets and basic HTML/CSS skills.Excellent communication and stakeholder management skills, with the ability to collaborate across teams and time zones.Other Knowledge, Skills and Abilities: Naturally customer- and data-focused, with a passion for improving online experiences.Commercially driven with strong business acumen and attention to detail.Capable of managing both strategic initiatives and daily execution.Collaborative team player who thrives in a cross-functional, multicultural environment.Self-motivated, proactive, and curious about emerging digital trends in India (e.g., WhatsApp, influencer commerce, live shopping).Excited to shape and grow GWR’s eCommerce presence in India.DesiredHands-on experience with CRM/email platforms (Klaviyo, HubSpot, Salesforce Marketing Cloud).Familiarity with WhatsApp Business Platform, affiliate networks, and influencer campaign management.Experience managing marketplace integrations (Amazon India, Flipkart, Nykaa).Knowledge of Indian logistics providers (Delhivery, Shiprocket, Ecom Express).Basic coding knowledge (Liquid, HTML, CSS, JavaScript) a plus.KEY RELATIONSHIPS:Director of eCommerce & ProductHead of eCommerce Marketing & Digital Experience (London)eCommerce Team (Product, Supply & Customer Service)India Logistics, Supply, and Customer Service PartnersGlobal Marketing, IT, and Finance TeamsAffiliate and Client Partners