E-Commerce & Marketplace Manager at Estuary Business Solutions (EBS)

Job Description

• The E-Commerce & Marketplace Manager will be responsible for the overall growth and performance of Jollof.com, EBS's digital business.
• This includes driving online sales, increasing customer acquisition and retention, managing marketplace operations, optimizing the customer experience, coordinating vendors and partners, and ensuring profitable business growth.
• This role combines commercial leadership, digital marketing, operational management, and data-driven decision-making.

Key Responsibilities

Revenue Growth & Business Performance:

• Develop and execute strategies to increase revenue, orders, and profitability.
• Establish monthly, quarterly, and annual sales targets.
• Monitor key business metrics and implement improvement initiatives.
• Identify new revenue opportunities, partnerships, and product offerings.
• Drive customer acquisition, retention, and repeat purchase rates.

Marketplace & Platform Management:

• Manage the day-to-day operations of Jollof.com and associated digital brands.
• Ensure products, pricing, promotions, and content are accurate and optimized.
• Improve website performance, conversion rates, and user experience.
• Work closely with technology teams to prioritize platform enhancements.
• Monitor and resolve operational issues affecting customer experience.

Digital Marketing & Customer Acquisition:

• Develop and execute digital marketing campaigns across multiple channels.
• Manage SEO, SEM, social media, email marketing, influencer marketing, and paid advertising.
• Optimize customer acquisition costs and marketing ROI.
• Monitor campaign performance and adjust strategies accordingly.
• Build and execute customer loyalty and retention programs.

Vendor & Partner Management:

• Recruit, onboard, and manage vendors, suppliers, and business partners.
• Negotiate commercial agreements and partnership opportunities.
• Ensure vendors comply with platform standards and service levels.
• Build strong relationships that support growth and customer satisfaction.

Customer Experience & Support:

• Own customer satisfaction and service quality metrics.
• Analyze customer feedback and implement improvements.
• Ensure efficient handling of customer inquiries, complaints, and escalations.
• Drive initiatives that improve customer retention and loyalty.

Operations & Fulfillment:

• Monitor order fulfillment and delivery performance.
• Identify operational bottlenecks and implement solutions.
• Ensure smooth coordination between operations, vendors, and customer service teams.
• Develop processes that improve efficiency and scalability.

Data Analytics & Reporting:

• Develop weekly and monthly performance reports.
• Monitor KPIs and provide actionable recommendations.
• Use analytics tools to identify trends and growth opportunities.
• Present business insights and recommendations to leadership.

Qualifications

Education:

• Bachelor’s Degree in Business Administration, Marketing, E-Commerce, Information Systems, or a related field.
• MBA is an advantage.

Experience:

• Minimum of 5 years of experience managing e-commerce, marketplace, retail, food delivery, or digital commerce businesses.
• Experience scaling an online marketplace or e-commerce platform.
• Proven track record of revenue growth and business development.
• Experience managing digital marketing campaigns and performance metrics.
• Experience working with vendors, suppliers, and external partners.

Required Skills:

Commercial & Business Skills:

• Business Strategy
• Revenue Growth Management
• Sales Planning
• Partnership Development
• Vendor Management.

Digital Commerce Skills:

• E-Commerce Operations
• Marketplace Management
• Website Optimization
• Conversion Rate Optimization (CRO)
• Customer Journey Management.

Marketing Skills:

• Digital Marketing
• SEO & SEM
• Social Media Marketing
• Email Marketing
• Performance Marketing.

Technical Skills:

• Google Analytics
• Google Ads
• Meta Ads Manager
• CRM Systems
• E-Commerce Platforms
• Microsoft Excel & Reporting Tools.

Leadership Skills:

• Team Management
• Communication
• Problem Solving
• Stakeholder Management
• Project Management.