KAM-D2C , Waaree Energies Ltd

Job description

Company -Waaree Energies Ltd Role- KAM-D2C Location- Grant Road Experience - 56 years in D2C / e-commerce, with demonstrated full P&L ownership **KEY RESPONSIBILITIES** **1. D2C Platform Management & Digital Merchandising** - Manage and optimize the shop.waaree.com platform end-to-end traffic, conversion, customer experience, and revenue. - Drive assortment planning, pricing strategy, product listings, content optimization, and promotions. - Ensure strong product visibility, conversion rates, and brand representation across the storefront and digital channels. **2. Digital Revenue & P&L Ownership** - Own the shop.waaree.com P&L — revenue, margins, marketing investment, and channel profitability - Drive digital sales planning, forecasting, and growth tracking. - Monitor the full KPI stack: GMV, revenue growth, conversion rate, CAC, ROI, and customer lifetime value (CLV). **3. Call Centre & Cart Recovery Management** - Manage the Call Centre function, whose core mandate is outbound recovery calling for customers who add to cart but do not complete purchase within 2 hours. - Set and monitor cart-recovery SLAs, call-to-conversion rates, and assisted-revenue targets from the Call Centre. - Build and refine call scripts, objection-handling playbooks, and escalation paths for high-value abandoned carts. **4. Conversion Rate Optimization** - Drive structural improvement in D2C conversion rate against category benchmarks. - Run structured CRO experiments — page speed, checkout friction, trust signals, payment options — in partnership with the tech/platform team. - Own site funnel diagnostics end-to-end, from broken product pages and 404s to abandoned-cart triggers. **5. Digital Marketing & Consumer Growth** - Collaborate with the marketing team to drive performance marketing, SEO, SEM, affiliate marketing, and digital campaigns; own ROAS on D2C ad spend. - Drive customer acquisition, retention, and engagement strategies for the D2C customer base. - Develop personalization, loyalty programs, and CRM-led digital initiatives. - Drive consumer financing and EMI tie-ups (NBFC/bank partnerships) to unlock high-ticket solar purchases online. **6. Technology, UX & Digital Transformation** - Own the BigCommerce storefront experience — page performance, checkout flow, mobile UX, and payment gateway uptime/limits. - Lead implementation and enhancement of e-commerce platform, OMS, CRM, and analytics tools, in partnership with IT. - Leverage data analytics and automation to improve customer experience, forecasting, inventory planning, and operational efficiency. **7. Supply Chain & Operations Integration** - Collaborate with Supply Chain and Logistics teams to ensure efficient order fulfilment and inventory planning for D2C orders. - Optimize inventory availability, delivery timelines, and fulfilment efficiency for the shop.waaree.com channel. - Enhance the overall customer delivery experience through operational excellence, in coordination with Logistics. . **8. Customer Experience & Retention** - Own repeat-purchase rate, delivery SLA adherence, and Call Centre CSAT as core retention levers. - Coordinate with Customer Support and Logistics teams to resolve D2C-specific delivery, damage, and refund issues. **9. Stakeholder Management & Leadership** - Collaborate cross-functionally with Sales, Marketing, Product, Supply Chain, Finance, and IT on shared D2C priorities. - Manage relationships with technology vendors, digital agencies, and platform/financing Interested candidate can send their resume on deepalishingade@waaree.com