E-Commerce Sales Manager

Key Responsibilities:

• Support the development and execution of online sales plans in coordination with the Online Sales Manager.
• Ensure the online sales team achieves its daily, monthly, and annual sales targets and performance KPIs.
• Oversee sales operations across the company’s website, WhatsApp, designated social media platforms, phone, and hotline.
• Assign daily tasks to team leaders and supervisors and monitor execution, productivity, attendance, and shift coverage.
• Monitor response times, sales conversations, call quality, and compliance with approved sales scripts and customer service standards.
• Review daily sales reports, conversion rates, order completion rates, response times, and cancellation rates, and take immediate corrective action when required.
• Monitor the complete order cycle, from customer inquiry and order registration to handover to logistics and successful delivery.
• Ensure product information, availability, prices, and promotions are accurately updated across all digital sales channels in coordination with the Marketing, Website, and Supply Chain teams.
• Coordinate with the CRM team to resolve customer complaints, identify root causes, and prevent recurring issues.
• Analyze online customer behavior, sales funnel performance, and campaign results, and submit weekly and monthly performance reports.
• Work with the Marketing and Website Development teams to improve the online customer journey and increase conversion rates.
• Develop and improve sales scripts, standard replies, and automated response scenarios used by the online sales team.
• Train and coach new and existing team members on approved sales techniques, systems, and customer-handling standards.
• Support the development of team incentive plans to improve productivity and sales performance.
• Coordinate with the Supply Chain and Inventory teams to ensure sufficient product availability for online sales.
• Perform the responsibilities of the Online Sales Manager during their absence.
• Prepare and submit accurate daily, weekly, and monthly reports to the direct manager within the required deadlines.
• Bachelor’s degree in Business Administration, Commerce, Marketing, or a related field.
• 4–6 years of experience in online sales, e-commerce, social commerce, telesales, or contact center sales, including at least 2 years in a supervisory or team leadership role.
• Proven track record of achieving sales targets and managing sales teams.
• Experience managing customer sales operations across websites, WhatsApp, social media, phone, and other digital channels.
• Strong understanding of sales KPIs, including conversion rate, response time, average order value, order completion rate, and cancellation rate.
• Hands-on experience with CRM, ERP, order management, and customer communication systems.
• Good knowledge of Microsoft Excel or Google Sheets and the ability to prepare and analyze performance reports.
• Familiarity with e-commerce platforms such as WooCommerce and online inventory management is preferred.
• Strong leadership, coaching, problem-solving, and decision-making skills.
• Excellent communication, negotiation, and customer-handling skills.
• Strong analytical skills and the ability to take corrective action based on performance data.
• Fluency in Arabic and good command of written and spoken English.
• Experience in retail, FMCG, food, gifting, or a high-volume online sales environment is preferred.
• Ability to work under pressure and maintain performance during peak seasons.
• Flexibility to work according to operational needs, including weekends and rotating shifts when required.