Head of E-commerce Operations

About the Role

Our client, a progressive leader in the FMCG sector, is seeking an experienced Head of E-commerce Operations to drive their online business growth. This is a critical remote-first role, offering the flexibility to work from anywhere within South Africa, connected to our operations. You will be responsible for overseeing all aspects of the e-commerce platform, from website management and online marketing to order fulfillment and customer service. The ideal candidate will have a deep understanding of digital commerce, a strategic mindset, and a passion for delivering exceptional online customer experiences. Your leadership will be instrumental in scaling our e-commerce operations and capturing a larger share of the online FMCG market. We are committed to building a successful and cohesive remote-first team that thrives on innovation and collaboration.

Key Responsibilities

• Develop and execute a comprehensive e-commerce strategy to drive online sales, customer acquisition, and retention.
• Manage the day-to-day operations of the e-commerce platform, including website content, product merchandising, and promotional activities.
• Oversee the entire online customer journey, from website navigation and checkout to order fulfillment and post-purchase support.
• Collaborate with marketing teams to develop and implement digital marketing campaigns (SEO, SEM, social media, email marketing) to drive traffic and conversions.
• Optimize the online user experience (UX) and conversion rates through A/B testing and data analysis.
• Manage relationships with third-party e-commerce service providers, including payment gateways and logistics partners.
• Analyze e-commerce performance metrics, generate reports, and provide actionable insights for continuous improvement.
• Ensure efficient inventory management and timely order fulfillment processes for online sales.
• Stay updated with e-commerce trends and technologies, identifying opportunities for innovation within the FMCG space.

Requirements

• Bachelor's degree in Business, Marketing, E-commerce, or a related field; Master's degree is a plus.
• Minimum of 7 years of experience in e-commerce management, with a proven track record in the FMCG industry.
• Extensive experience managing online retail platforms, ideally with expertise in platforms like Shopify, Magento, or similar.
• Strong understanding of digital marketing strategies, SEO, SEM, social media marketing, and email marketing.
• Proficiency in web analytics tools (e.g., Google Analytics) and A/B testing methodologies.
• Excellent analytical, problem-solving, and project management skills.
• Strong leadership and team management abilities, particularly in a remote work environment.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively across departments.
• Experience in managing online order fulfillment and logistics is essential.

Benefits

This remote-first role offers unparalleled flexibility and the chance to shape a key growth area for our client. Benefits include a competitive salary, performance-based bonuses, comprehensive health insurance, retirement plan, generous vacation time, and opportunities for professional development. You will join a dynamic team that values innovation and collaboration. The role is conceptually based in Richards Bay, KwaZulu-Natal, ZA, but is entirely remote, allowing you to work from your preferred location.