Main Role and Responsibilities

The E-Commerce Manager has full ownership of Emawa Shopping’s online business performance. The role is responsible for driving online sales growth, ensuring a reliable customer experience, and aligning online promises with store and delivery execution. The position acts as the single point of accountability for e-commerce results, from product visibility to order fulfillment and customer satisfaction.

Duties and Responsibilities:

• Own overall e-commerce performance, including sales, service quality, and KPIs
• Translate company targets into daily online execution plans
• Ensure online commitments are operationally achievable
• Act as the final owner of online customer experience and outcomes

Online Assortment, Content & Visibility
• Control online product assortment, categories, and visibility
• Ensure online availability matches real-time hypermarket inventory
• Prioritize fast-moving and high-availability products
• Reduce cancellations caused by stock mismatch
• Coordinate closely with store teams to maintain online readiness

Order Fulfillment & Operations Coordination
• Work closely with hypermarket and logistics teams to improve:
– Picking accuracy and speed
– Order processing and dispatch time
• Set daily fulfillment priorities and cut-off times
• Identify and resolve fulfillment bottlenecks
• Own root-cause analysis for delayed, canceled, or failed orders

Customer Service & Complaint Management
• Manage customer service operations and service standards
• Define response time, resolution, and escalation processes
• Reduce complaints through process improvements, not explanations
• Use customer feedback and service data to improve operations

Cancellation & Delivery Failure Reduction
• Own cancellation and failed delivery KPIs
• Identify issues related to stock accuracy, fulfillment, or delivery
• Coordinate with logistics to improve handover and routing
• Implement preventive controls and standard solutions

Platform Management (Website & Mobile App)
• Oversee daily operation of the website and mobile app
• Ensure smooth customer journey: browse → order → pay → receive
• Coordinate system fixes, enhancements, and improvements
• Ensure accuracy of pricing, promotions, and product content

Data, Reporting & Continuous Improvement
• Track and analyze key e-commerce KPIs, including:
– Conversion rate
– Order fulfillment time
– Cancellation and return rate
– Customer complaints and satisfaction
• Prepare regular performance reports for the General Manager
• Drive continuous improvement through data-driven actions

Cross-Functional Leadership
• Act as a bridge between operations, logistics, marketing, and finance
• Align online demand with store and delivery capacity
• Support new store openings and delivery zone expansion

Job Requirements

• Bachelor’s degree in Business, Marketing, IT, or related field
• 5–8+ years of experience in e-commerce or online retail
• Experience in omnichannel or store-supported e-commerce
• Strong knowledge of fulfillment and last-mile delivery operations
• Hands-on experience managing growing or early-stage platforms
• Proven ability to scale operations with discipline and structure
• Strong execution and ownership mindset
• Deep understanding of e-commerce and retail operations
• Excellent coordination and problem-solving ability
• Customer-focused decision making
• Strong analytical and reporting skills
• Ability to work under pressure and fast-changing conditions

How to Apply:

Apply using THIS LINK

Job Requirements Bachelor’s Degree in Business, Marketing, IT or in a related field of study with relevant work experience Duties and Responsibilities: - Own overall e-commerce performance, including sales, service quality, and KPIs - Control online product assortment, categories, and visibility - Work closely with hypermarket and logistics teams to improve: How to Apply Apply using the provided link below