D2C E-Commerce Head

About the Company

Job Description – D2C E-Commerce Head

About the Role

Job Title: D2C E-Commerce Head

Department: E-Commerce / D2C

Location: Gurugram

Experience: 8–12 Years

Employment Type: Full-Time

Budget : 24lpa

About the Role We are looking for an experienced and result-oriented D2C E-Commerce Head to lead and scale our direct-to-consumer (D2C) business. The ideal candidate will be responsible for driving online revenue, improving customer acquisition and retention, optimizing the e-commerce funnel, and building a profitable and scalable D2C business. The candidate should have strong hands-on experience in Shopify, performance marketing, marketplace/e-commerce operations, analytics, conversion optimization, and P&L management, preferably within the footwear, fashion, lifestyle, or consumer brands industry.

Responsibilities

• Key Responsibilities

1. D2C Business Strategy

• Develop and execute the overall D2C e-commerce growth strategy aligned with business objectives.
• Own D2C revenue, profitability, growth, and customer acquisition targets.
• Identify new growth opportunities across products, channels, campaigns, and customer segments.
• Build and execute annual, quarterly, and monthly e-commerce business plans.
• Monitor market trends, customer behavior, competitor activity, and industry developments.

2. E-Commerce Website Management

• Own the end-to-end performance of the company's D2C website, preferably Shopify.
• Improve website conversion rate, average order value (AOV), customer journey, and overall user experience.
• Manage product listings, collections, merchandising, pricing, promotions, landing pages, and website content.
• Work closely with technology and design teams to improve website functionality and performance.
• Ensure website speed, mobile experience, payment processes, and checkout journey are optimized.

3. Performance Marketing & Customer Acquisition

• Lead performance marketing initiatives across Meta, Google, YouTube, and other relevant digital platforms.
• Develop strategies for customer acquisition, retargeting, remarketing, and customer retention.
• Own and optimize key metrics such as ROAS, CAC, CTR, CPC, CVR, AOV, LTV, and contribution margin.
• Work with internal teams and external agencies to improve campaign performance.
• Develop a data-driven approach to marketing budgets and channel allocation.

4. Revenue & Conversion Growth

• Drive online sales through effective merchandising, promotions, offers, bundles, and campaigns.
• Analyze the complete e-commerce funnel and identify opportunities to improve conversion.
• Conduct A/B testing and implement CRO initiatives.
• Develop strategies to increase repeat purchases and customer lifetime value.
• Plan and execute major campaigns around festive seasons, launches, sales events, and new product drops.

5. Analytics & Business Intelligence

• Track and analyze daily, weekly, and monthly D2C performance.
• Build and monitor dashboards covering revenue, orders, traffic, conversion, CAC, ROAS, AOV, retention, and profitability.
• Use data and customer insights to make business decisions.
• Identify gaps in performance and implement corrective action plans.
• Present business performance and growth plans to senior management.

6. Product & Merchandising

• Work closely with the product and merchandising teams to optimize the online product assortment.
• Identify best-selling, slow-moving, and high-potential products.
• Develop product launch and online merchandising strategies.
• Ensure effective inventory planning in coordination with supply chain and warehouse teams.
• Reduce stock-outs, cancellations, and inventory-related revenue leakage.

7. Customer Experience & Retention

• Improve the overall customer experience across the D2C journey.
• Work with customer service and operations teams to reduce returns, cancellations, complaints, and delivery issues.
• Develop CRM strategies for customer retention, repeat purchases, and reactivation.
• Drive email, WhatsApp, SMS, and other CRM initiatives where applicable.
• Track customer retention, repeat purchase rate, and customer lifetime value.

8. Operations & Cross-Functional Coordination

• Coordinate with marketing, creative, product, finance, warehouse, logistics, technology, and customer service teams.
• Ensure smooth order processing, fulfillment, delivery, returns, and refunds.
• Work with logistics partners and payment gateways to improve operational efficiency.
• Ensure D2C processes are scalable as the business grows.

9. Team & Agency Management

• Build, manage, and mentor the D2C/e-commerce team.
• Set clear KRAs and performance targets for team members.
• Manage external agencies, technology partners, freelancers, and other vendors.
• Ensure timely execution of campaigns and business initiatives.

Key Performance Indicators (KPIs)

• D2C Revenue Growth
• Gross Margin / Contribution Margin
• Website Conversion Rate
• Customer Acquisition Cost (CAC)
• Return on Ad Spend (ROAS)
• Average Order Value (AOV)
• Customer Lifetime Value (LTV)
• Repeat Purchase Rate
• New Customer Acquisition
• Website Traffic & Engagement
• Cart Abandonment Rate
• Return & Cancellation Rate
• Inventory Availability
• Overall D2C Profitability

Qualifications

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