Manager – Digital Commerce & Customer Care

Ultimate Organic Life Limited, a concern of JK Lifestyle Limited is looking for a dynamic, customer-focused, and commercially driven Manager – Digital Commerce & Customer Care to lead the company’s digital commerce operations and customer experience function.

Job Responsibilities:

• Lead Digital Commerce & Customer Care operations and ensure smooth day-to-day execution.

• Manage online sales operations, order flow, order confirmation and customer communication.

• Monitor sales, order volume, conversion, cancellation, return, response time and service-level KPIs.

• Lead and develop the Customer Care / Call Center team to deliver quality customer service.

• Ensure timely and accurate order management from order receipt to fulfilment coordination.

• Coordinate with Warehouse, Supply Chain, Sales, Marketing and Finance teams to resolve operational issues.

• Monitor customer complaints, service gaps and recurring issues and implement corrective actions.

• Improve customer experience, repeat purchase, retention and conversion through data-driven initiatives.

• Develop daily, weekly and monthly digital commerce and customer care reports.

• Monitor team productivity, quality, attendance and KPI achievement.

• Support website/e-commerce process improvement, campaign execution and operational readiness.

• Ensure SOP, data accuracy, customer privacy and company policy compliance.

• Analyzes website/app traffic, conversion funnels and drop-off points to identify friction areas and implement data-driven fixes to boost conversion rate.

• Plans and executes seasonal campaigns, flash sales, discount events and loyalty/repeat-purchase programs to maximize order volume and average order value (AOV).

• Reports on online sales growth initiatives, campaign ROI and key conversion metrics to the Head of Digital Commerce & Customer Care on a regular basis.