Manager – Ecommerce, Gifting

4 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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