ByField : Digital Commerce
Experience Required : 3-5 years
Job Description:
Company Overview: Plum, established in 2013 by Shankar Prasad, an IIT-ISB Alum, is India’s premier 100% vegan beauty brand. With a diverse range of Peta approved cruelty-free & non-toxic products spanning skincare, haircare, personal care & makeup, Plum is committed to values centered on People, the Planet, and Profit-sharing.
About the Role: As a pivotal member of the Direct-to-Consumer (D2C) team, the Website Channel Marketing & Customer Experience Manager plays a central role in driving Plum’s online business success. Responsible for the day-to-day operations of the website, this role significantly impacts conversion rates and the channel’s profitability. Key responsibilities include enhancing on-site and off-site customer experiences, collaborating with internal and external stakeholders, and leveraging data-driven insights to optimize website performance.
Key Responsibilities:
- Drive top-line Gross Merchandise Value (GMV) for the website by collaborating with internal D2C teams and external partners.
- Collaborate with category teams to identify growth opportunities and implement strategies for category-led expansion.
- Lead tech interventions to enhance on-site experience, funnel efficiency, and conversion rates.
- Conduct A/B tests to optimize website performance and drive conversion rate improvements.
- Continuously enhance Plum’s value proposition through website messaging, promotions, and offers.
- Oversee daily website operations, ensuring accuracy and adherence to best practices.
- Deliver exceptional on-site and off-site customer experiences, focusing on simplified browsing, purchase processes, and post-purchase support.
- Improve Net Promoter Scores (NPS) and Customer Satisfaction (CSAT) metrics through effective customer support and operational excellence.
Skills Required:
- Proficient in first principles problem-solving.
- Customer-centric approach to decision-making.
- Strong stakeholder management skills.
- Ability to derive insights from data and drive actionable recommendations.
- Hands-on approach to execution and task completion.
Experience:
- Postgraduate with 4-5 years of experience in a similar D2C role or brand management.
Competencies:
- Analytical thinking coupled with creativity.
- Passion for digital marketing.
- Excellent teamwork and collaboration skills.
- Eagerness to learn and adapt.
- Strong influencing and leadership capabilities.
Behavioral Indicators:
- Innovative problem solver with a knack for numbers.
- Clear and concise communicator.
- Builds effective relationships with colleagues and external stakeholders.
- Demonstrates flexibility and enthusiasm for continuous learning and improvement.
- Proactive in achieving targets.
Qualifications:
- Graduation, Post Graduation, MBA
