Manager – Ecommerce, Gifting

2 weeks ago

Pune, Maharashtra, India Finolex Industries Ltd Full time

Join Finolex Industries Limited – We're Hiring an E-Commerce, Gifting & Customer Care Manager

As our E-Commerce, Gifting & Customer Care Manager , you'll be the driving force behind strategies that drive online sales, enhance brand visibility, and deliver exceptional customer experiences. This role demands close collaboration with cross-functional teams to manage product assortments, promotional campaigns, gifting initiatives for channel partners, and Pan India BTL (Below-the-Line) activities.

Your Role & Responsibilities:

E-Commerce Merchandising

  • Develop and implement e-commerce merchandising strategies to drive sales across various channels (retail, e-commerce, wholesale)
  • Collaborate with external vendors, marketing, product development, and sales teams to develop seasonal merchandising plans and promotional strategies
  • Conduct online market research to identify consumer trends, competitive landscape, and emerging opportunities
  • Work with product development teams to ensure alignment between merchandising strategies and product assortment planning for our e-commerce platform
  • Develop and maintain e-commerce merchandising guidelines, standards, and best practices
  • Analyze sales data, inventory levels, and customer feedback to evaluate merchandising effectiveness
  • Monitor market trends, competitor activities, and consumer insights to inform merchandising decisions

Gifting Activities for Channel Partners

  • Plan and execute gifting activities for channel partners, including selection of gifts, procurement, and logistics management
  • Ensure gifting activities align with brand objectives and enhance partner relationships
  • Manage budgets and track ROI for gifting activities

Pan India BTL Activities

  • Plan and execute Below-The-Line (BTL) activities across India, including events, activations, and promotional programs
  • Collaborate with cross-functional teams to develop and execute BTL strategies that drive sales and brand awareness
  • Manage budgets, track ROI, and analyse effectiveness of BTL activities
  • Plan and execute visual merchandising displays, store layouts, and in-store promotions
  • Collaborate with retail partners to negotiate and execute merchandising agreements and promotional initiatives

Vendor Management

  • Build and develop vendor partnerships for e-commerce product catalogue and provide strategic guidance, hands-on support, and training
  • Lead performance management, coaching, and mentoring of vendor teams to drive continuous improvement, accountability, and results.

Customer Care Operations

  • Manage customer care operations, keeping accurate records and documenting customer service actions
  • Analyze query statistics, compile reports, and take ownership of customer issues
  • Supervise the customer care team, including call scripting, coaching and training

Required Qualifications & Experience:

  • Master's degree in Marketing
  • 10+ years of experience in E-commerce, Gifting (Corporate/Festival), Merchandising, BTL, Trade Marketing, Retail Management, or related roles

Required Key Competencies:

  • E-Commerce Merchandising principles, Product Assortment Planning, and Retail Marketing Strategies
  • E-Commerce Marketing tools and systems
  • Strong communication, negotiation, and interpersonal skills
  • Excellent analytical, creative, and problem-solving skills

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