Ecommerce Manager

at Text Book Centre (TBC)
Location Nairobi, Kenya
Date Posted August 14, 2022
Category Administration
Job Type Full-time
Currency KES


The position will be responsible for defining and executing the overall e-commerce strategy with a focus on enhancing the online customer experience and driving revenue growth of the ecommerce channel.

Key Responsibilities

  • Develop and implement an E-commerce sales strategy in line with overall commercial plans geared towards driving direct revenue, lead generation, customer acquisition and customer retention.
  • Develop an E-commerce sales budget, monitor progress and evaluate performance to ensure cost of sales target is maintained.
  • Own the E-commerce sales plan, develop sales forecasts and related targets for the channel, cascade the targets to the team and monitor performance.
  • Establish and implement E-commerce sales goals, work plans, operating procedures, processes and systems in line with commercial plans.
  • Work with the marketing team to create aligned customer communications across the channel and to optimize on planning and execution of promotional/ad/social campaigns, and any other B2C efforts.
  • Work with the marketing and category teams to drive successful product launches, leading and managing successful online marketing campaigns including SEO/SEM, listing optimization, launching new products, and generating reviews.
  • Work closely with Warehouse and Logistics on order fulfillment, inventory integrity, and other related operational functions.
  • Prepare regular and detailed reports of progress and insights on product trends, competitor trends with actionable data to support business development decision-making processes.
  • Generate reviews and track customer feedback to improve the consumer-facing elements of TBC’s E-commerce platforms.
  • Ownership and management of customer experience including design, aesthetics, content, navigation, information architecture, performance and functionality.
  • Create and present sales reports, analytics, and performance metrics on all digital B2C campaigns across Marketplaces and assess against goals (ROI and KPIs).
  • Support consumer services on marketplace returns and product-related issues.
  • Provide expertise on E-commerce industry best practices and identify new areas of E-commerce opportunities.
  • Support direct reports to achieve optimal performance, including the management of workloads, performance management, constructive feedback and facilitation of ongoing professional and technical development.

Key Results Areas:

  • Optimize product availability to the online customers.
  • Customer loyalty and retention through efficient service and brands awareness.
  • Digital relationship and communication management to ensure timely resolution of customer queries.
  • New products introduction and growth of existing products to achieved sales target and business growth.
  • Online sales data management.
  • Reporting; efficient reports to facilitate informed decision making and analysis.
  • People & team Management; manage a highly engaged team that meet the desired performance standards. Cross functional collaboration with other teams.

Job Qualifications

  • Bachelors’ degree in business related field.
  • Seven (7) years’ e-commerce sales experience in a customer focused organization, three (3) years of which must be in a managerial level.
  • Prior experience of delivering client-focused ecommerce solutions in a competitive environment.
  • Comprehensive understanding of online sales, marketing platforms, digital stores dynamics and e-commerce fulfilment functions.
  • Experience with B2C or B2B E-commerce platforms and experience of mobile and social marketing.
  • Experience in managing relationships with 3rd party agencies/partners.
  • Key Competencies:
  • A relationship builder with impeccable excellent sales and negotiation skills.
  • Proactive, self-starter with demonstrated ability to work independently.
  • Confident and decisive decision maker with the ability to positively influence others.
  • Competitive and charmingly persistent in nature with ability to work in a collaborative, team environment.
  • Strong sense of urgency to meet schedules, deadlines, quotas and performance goals.
  • Responsive and flexible with a strong commitment to customer service.
  • Strong communication and presentation skills, both written and verbal.
  • Strong team leadership, people management and supervisory skills with ability to build high performing teams.
  • Have a high sense of accuracy, attention for detail and with good analytical ability.
  • Business acumen with ability to make sound decisions for the business.
  • Good numeracy, problem analysis and reporting skills.
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