DGM - Digital Platforms, MarTech & E-Com

Responsibilities & Key Deliverables

Ecommerce & Website
• Own the ecommerce roadmap: traffic, conversion, average order value and retention
• Manage the ecommerce website: store platform, site performance, uptime and development partners
• Oversee product pages, merchandising and SEO; run ongoing tests on product pages, cart and checkout
• Oversee order accuracy, fulfilment handoffs, returns and promotions; plan seasonal campaigns and launches
Martech
• Own the martech stack: store platform, email/SMS, CRM, analytics and tag management
• Ensure tools are integrated, customer data flows cleanly, and consent/privacy rules are followed
• Evaluate, buy and retire tools; manage vendor contracts and costs
Accessories & Merchandise Business
• Run the ecommerce accessories and merch line as its own P&L (revenue, margin, inventory targets)
• Decide product mix, pricing and bundles; work with suppliers and fulfilment partners on cost, quality and lead times
• Forecast demand and manage stock; manage listings, photography and descriptions across website and marketplaces
• Build drops, promotions and cross-sell offers; track sales, returns and feedback by product
Contact Center
• Lead the contact center across phone, email, chat and social
• Set and track service goals: response time, resolution time, first-contact resolution, CSAT, abandonment rate
• Manage staffing, scheduling and forecasting for peaks; train and coach agents with quality scorecards
• Manage the support platform (Salesforce Service Cloud / Zendesk or similar) and outsourced partners
• Build scripts, knowledge base content and self-service options
Connecting It All
• Use customer feedback and support trends to fix website, checkout, product and order issues
• Align support, marketing and fulfilment on promotions and policies
• Report monthly to leadership on sales, accessories & merch, service quality and cost per contact
Success Measures
• 90 days: review site, martech, merch line and support operation; present 12-month plan
• 1 year: higher conversion and CSAT; faster response; lower cost per contact; merch growing in revenue and margin

Experience

12+ years in ecommerce
3+ years in customer service / contact center operations
3+ years managing teams, including supervisors

Industry Preferred

Qualifications

Graduate in any discipline; MBA / PGDM in Marketing, Operations or General Management preferred

General Requirements

• Ecommerce website and store platform management (Shopify, Adobe Commerce or BigCommerce)
• Martech stack: CRM, email/SMS, analytics; nice to have Salesforce Marketing Cloud, Klaviyo or a CDP
• Product line / merchandise management: P&L, inventory, supplier management
• Contact center software and workforce management tools; Salesforce or Zendesk certification is a plus
• GA4, dashboards, margin analysis and service metrics

Our commitment to Diversity, Equity, and Inclusion