Job Description: Key Account Manager (E-commerce)
The Key Account Manager (E-commerce) is responsible for driving online sales, brand visibility, and customer experience across LUXASIA’s e-commerce channels, including brand.com, marketplaces, and key retail partner platforms. This role leads commercial planning, campaign execution, platform optimization, and cross-functional coordination to deliver sustainable growth for prestige beauty brands in line with business objectives.
Key responsibilities
Commercial management
- Own e-commerce sales performance and deliver against monthly, quarterly, and annual revenue targets.
- Build and execute commercial plans across direct-to-consumer and marketplace channels.
- Manage online assortment, pricing, promotions, bundles, and launch calendars in alignment with brand strategy.
- Monitor sales, traffic, conversion, AOV, and other performance metrics to identify growth opportunities and risks.
- Drive sell-out through effective campaign planning, trading actions, and demand generation.
Channel management
- Manage day-to-day operations of brand websites, marketplaces, and third-party e-retail platforms.
- Ensure product listings, content, visuals, navigation, and merchandising are accurate, optimized, and on-brand.
- Partner with regional, local, and brand teams to ensure strong online execution across all key channels.
- Build strong relationships with platform and marketplace account managers to unlock growth opportunities.
Campaigns and digital execution
- Lead end-to-end execution of online campaigns, product launches, and key trading moments.
- Coordinate with marketing, CRM, media, design, and brand teams to ensure timely and effective campaign roll-out.
- Support traffic generation through paid media, affiliates, SEO/SEM, social commerce, and CRM where relevant.
- Ensure all online activations reflect brand guidelines and premium customer experience standards.
Site merchandising and optimization
- Oversee website and marketplace merchandising to maximize discoverability and conversion.
- Use data and customer insights to improve landing pages, product detail pages, search, and onsite journeys.
- Recommend and implement A/B testing, UX improvements, and conversion rate optimization initiatives.
- Maintain high standards for content quality, stock visibility, and campaign readiness.
Operations and customer experience
- Work closely with supply chain, customer service, finance, and operations teams to ensure smooth order fulfillment and service levels.
- Monitor stock availability, forecasting inputs, and stock health to minimize lost sales and overstock risks.
- Resolve operational issues impacting customer experience, including order flow, returns, cancellations, and fulfillment delays.
- Ensure e-commerce processes comply with internal controls, platform requirements, and local regulations.
Analytics and reporting
- Prepare regular business reviews with clear insights on sales, traffic, campaign performance, customer trends, and channel profitability.
- Analyze product, channel, and campaign performance to shape future investment and trading decisions.
- Track competitor activity, online trends, and category developments to identify opportunities for growth.
- Provide actionable recommendations to management and brand stakeholders.
Stakeholder management
- Act as the key e-commerce contact across internal teams and external partners.
- Collaborate with brand principals, regional stakeholders, and local commercial teams on growth strategies and execution plans.
- Manage agencies, vendors, and platform partners where applicable.
- Support capability building and best-practice sharing across e-commerce teams.
Qualifications
- Bachelor’s degree in Business, Marketing, E-commerce, Digital, or a related field.
- 5–8 years of experience in e-commerce, digital commerce, online trading, or marketplace management.
- Experience in beauty, FMCG, retail, luxury, or consumer brands preferred.
- Strong understanding of e-commerce KPIs, online merchandising, campaign planning, and marketplace operations.
- Proven track record of delivering online sales growth and managing multiple channels.
- Familiarity with platforms such as Shopify, Magento, Salesforce Commerce Cloud, Lazada, Shopee, Amazon, Sephora, or similar is a plus.
- Strong analytical skills with the ability to translate data into commercial actions.
- Excellent project management and stakeholder management skills.
- Strong communication skills and ability to work in a fast-paced, matrixed environment.
- Proficiency in Excel, reporting tools, and web analytics platforms such as GA4, Looker Studio, or equivalent.
Preferred Competencies
- Commercial acumen
- Digital and e-commerce expertise
- Data-driven decision making
- Project and campaign management
- Attention to detail
- Agility and problem solving
- Collaboration and influencing skills
- Customer-centric mindset
