Role Overview
The Digital Platforms, MarTech & E-Com DGM will oversee the ecommerce roadmap, martech stack, and contact center operations. They will manage teams and ensure the integration of tools, customer data flow, and consent/privacy rules. The role requires experience in ecommerce, customer service, and team management.
What You Will Do
Responsibilities include owning the ecommerce roadmap, managing the ecommerce website, overseeing product pages and merchandising, and running ongoing tests. The martech stack will be owned, and tools will be integrated, customer data will flow cleanly, and consent/privacy rules will be followed. The contact center will be led, and service goals will be set and tracked.
Why It Might Be a Fit
The ideal candidate will have 12+ years of experience in ecommerce, 3+ years in customer service/contact center operations, and 3+ years of team management experience. A graduate degree in any discipline, with an MBA/PGDM in Marketing, Operations, or General Management preferred.
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
To apply for this job please visit jobs.mahindracareers.com.
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