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Head of E-Commerce

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  • Helpdesk & Support - BPO
  • Mohali
  • Full-time
  • 10–20 yrs
  • Posted September 4, 2026
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About the Role

We are looking for an experienced and commercially driven Head of E-Commerce to lead and scale our e-commerce business across B2B and B2C channels. The ideal candidate will have 10+ years of experience in e-commerce leadership, strong commercial acumen, and a proven track record of managing revenue, profitability, and P&L ownership.

The candidate should have experience working with international clients/markets, with strong exposure to the UK market. This role requires a strategic leader who can drive business growth while overseeing e-commerce operations, digital channels, customer experience, commercial performance, and cross-functional teams.

Key Responsibilities

E-Commerce Strategy & Business Growth

  • Develop and execute the overall e-commerce strategy across B2B and B2C channels.

  • Drive revenue growth, profitability, customer acquisition, retention, and market expansion.

  • Identify new business opportunities, markets, platforms, and revenue streams.

  • Build and execute short-term and long-term e-commerce growth plans aligned with business objectives.

  • Monitor industry trends, competitor activities, consumer behaviour, and emerging e-commerce technologies.

P&L & Commercial Management

  • Own and manage the e-commerce P&L, including revenue, gross margin, operating costs, and profitability.

  • Develop budgets, forecasts, business plans, and commercial targets.

  • Monitor key financial and business metrics and take corrective actions to improve profitability.

  • Drive pricing, promotions, commercial planning, and channel profitability.

  • Work closely with Finance and senior leadership on financial planning and business performance.

B2B & B2C Management

  • Manage and grow both B2B and B2C e-commerce business models.

  • Develop differentiated strategies for customer acquisition, conversion, retention, and account growth.

  • Build strong relationships with B2B customers, partners, distributors, marketplaces, and other business stakeholders.

  • Improve the end-to-end B2C customer journey, conversion, repeat purchases, and customer lifetime value.

International & UK Market

  • Manage e-commerce business and relationships involving international clients and markets.

  • Strong understanding of the UK e-commerce market, customer expectations, market dynamics, and commercial practices.

  • Work closely with international stakeholders and clients to understand requirements and deliver business objectives.

  • Identify opportunities to expand the business across international markets.

Marketplace & Digital Commerce

  • Oversee performance across relevant e-commerce platforms, marketplaces, websites, and digital sales channels.

  • Drive marketplace revenue, product visibility, conversion, pricing, promotions, and profitability.

  • Collaborate with Digital Marketing, SEO, Performance Marketing, Content, Technology, and Operations teams to maximize online sales.

  • Leverage data and analytics to improve conversion rates, customer acquisition costs, average order value, and overall channel performance.

Leadership & Team Management

  • Lead, mentor, and develop a high-performing e-commerce team.

  • Define KPIs, targets, performance metrics, and accountability across the function.

  • Build a strong culture of ownership, innovation, and commercial performance.

  • Collaborate with Sales, Marketing, Finance, Technology, Supply Chain, Operations, and Customer Experience teams.

  • Present business performance, insights, forecasts, and strategic recommendations to senior management.

Key Performance Indicators

  • Revenue and GMV growth

  • Gross margin and profitability

  • P&L performance

  • Customer acquisition and retention

  • Conversion rate

  • Average Order Value (AOV)

  • Customer Lifetime Value (CLV)

  • CAC and ROAS

  • Marketplace performance

  • B2B account growth

  • B2C sales growth

  • International/UK market growth

  • Customer experience and repeat purchase rate

Candidate Profile

  • 10+ years of overall experience in E-Commerce, with significant experience in a leadership/management role.

  • Proven experience managing e-commerce business functions with P&L ownership.

  • Strong experience across both B2B and B2C e-commerce.

  • Prior experience working with international clients, markets, or businesses is essential.

  • UK market exposure is highly preferred.

  • Strong understanding of e-commerce business models, digital sales channels, marketplaces, and customer lifecycle management.

  • Demonstrated experience in driving revenue growth and improving profitability.

  • Strong commercial, analytical, and strategic thinking abilities.

  • Experience managing and leading cross-functional teams.

  • Excellent stakeholder management and communication skills.

  • Ability to work with senior leadership and international clients/stakeholders.

  • Strong understanding of e-commerce analytics, KPIs, forecasting, budgeting, and business planning.

Preferred Industry Background

Candidates from the following backgrounds would be preferred:

  • E-Commerce

  • D2C

  • Retail

  • Consumer Brands

  • Digital Commerce

  • Marketplace Businesses

  • E-Commerce Technology / Solutions

  • International E-Commerce

  • Digital/Performance Marketing Agencies with strong e-commerce exposure

Ideal Candidate

The ideal candidate would be a 10+ years experienced e-commerce leader who has progressed into a Head/Director/Senior Manager-level role, has owned P&L and business targets, managed B2B + B2C operations, and has experience dealing with international clients, particularly the UK market.