Job Description

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

At Mahindra and Mahindra Limited, we believe that diversity drives innovation, and inclusion is at the heart of everything we do. We are committed to cultivating a workplace where every individual feels valued, respected, and empowered to thrive.

We are proud to be an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to age, caste, race, religion, color, ethnic origin, gender identity, nationality, physical or mental disability, medical condition, sexual orientation, educational background, marital or domestic partnership status, pregnancy or childbirth, veteran status, citizenship status, ancestry, financial status, or any other personal characteristic protected by applicable law.

We actively encourage candidates from all backgrounds to apply and bring their unique perspectives to our teams. We are committed to ensuring an accessible and inclusive experience for all applicants.

Together, we rise by embracing differences and building a future that reflects the communities we serve.