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 place JOB 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 you ESSENTIAL DUTIES AND RESPONSIBILITIES Web & Store Management - Manage 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 Operations - Manage 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 RESPONSIBILITIES Job 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. Desired - Hands-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 & Product - Head of eCommerce Marketing & Digital Experience (London) - eCommerce Team (Product, Supply & Customer Service) - India Logistics, Supply, and Customer Service Partners - Global Marketing, IT, and Finance Teams - Affiliate and Client Partners