As the head of the ecommerce department, this role requires a deep understanding of ecommerce technologies, marketing tactics, and consumer behaviour. They work closely with cross-functional teams, including marketing, digital marketing, IT, and customer service, to ensure that the ecommerce platform is operating effectively and meeting business objectives.

In addition to managing day-to-day operations, the Head of Ecommerce is responsible for identifying new opportunities to grow the business, for example expanding into new markets. They are also responsible for managing relationships with third-party vendors and service providers, such as payment processors, logistics providers, and warehouses.

Ultimately, the Head of Ecommerce plays a critical role in driving the growth and success of an ecommerce business. Their leadership vision is essential for maximizing revenue, optimizing operations, and delivering a seamless customer experience.

Key Responsibilities

Overseeing and managing all aspects of online sales including marketplaces and the ecommerce website, driving traffic and sales, managing customer experience, and leading the ecommerce team.

• Website Management
  The head of ecommerce is responsible for managing the ecommerce website, ensuring that it is user-friendly, visually appealing, and easy to navigate. This role is also responsible for ensuring that the website is optimized for search engines, so that it can be easily found by potential customers.
• Driving Traffic and Sales
  The head of ecommerce is responsible for driving traffic to the ecommerce website and increasing online sales. This involves developing and executing marketing strategies, such as paid advertising, email marketing, and social media marketing, to attract new customers and retain existing ones.
• Customer Experience
  The head of ecommerce is responsible for ensuring that the customer experience on the ecommerce website is seamless and enjoyable. This includes organization of call center, setting procedures and processes and relevant KPIs, people management, optimizing the checkout process, providing exceptional customer service, and managing customer reviews and feedback. NPS is used as one of the key indicators of the successful operations.
• Ecommerce Team Leadership
  The head of ecommerce is responsible for leading the ecommerce team, including hiring and training staff, setting performance goals, and managing budgets.
• Marketplaces engagement and management
• This role involves engagement and negotiation with all the major marketplaces on Kazakhstan and other CIS markets ensuring commercial and technical aspects, including managing the brand accounts on marketplaces, digital activities, and key categories presence.

Qualifications for a Head of Ecommerce

• Higher education
• Fluent English is a must
• Experience in leadership position in e-commerce in consumer goods minimum of 5-7 years with a track record of driving sales and increasing revenue.
• Analytical and organizational skills
• Digitally literate and knowledge of main digital instruments to drive the e-commerce business
• Team management experience