Job Description

The Director - E-Commerce is fully accountable for the end-to-end performance, profitability, and growth of the E-Commerce business, with complete P&L ownership. This role defines and executes the online grocery strategy, drives revenue and margin growth, optimizes cost structures, and ensures a best-in-class omnichannel customer experience across all digital touchpoints.

Key Accountabilities:

P&L Ownership & Financial Performance Own and manage the full E-Commerce P&L, including revenue, gross margin, marketing spend, fulfillment costs, last-mile delivery, and technology investments. Set and deliver annual budgets, forecasts, and long-term financial plans. Drive unit economics optimization (basket size, conversion, CAC, LTV, fulfillment cost per order). Ensure sustainable profitability while scaling growth. E-Commerce Strategy & Growth Define and lead the end-to-end E-Commerce and omnichannel strategy for FMCG/grocery. Identify and execute growth levers: assortment expansion, pricing strategy, promotions, subscriptions, private labels, and partnerships. Lead marketplace strategy (own app/site, third-party platforms, quick commerce, last-mile partners). Oversee new business models (dark stores, click & collect, rapid delivery). Commercial & Category Leadership Oversee online category management, pricing, promotions, and digital merchandising. Work with suppliers and FMCG principals on joint business plans, trade funding, and exclusive online activations. Drive private label growth and margin improvement online. Ensure alignment between online and offline pricing and promotions. Customer Experience & Digital Excellence Own the online customer journey from acquisition to retention. Improve conversion rates, basket size, repeat purchase, and NPS. Ensure excellence across UX/UI, content, availability, substitutions, and service levels. Lead personalization, CRM, loyalty, and retention initiatives. Operations, Fulfillment & Last-Mile Oversee E-Commerce operations including order management, fulfillment, warehousing, and delivery. Optimize picking efficiency, inventory accuracy, shrinkage, and service levels. Drive continuous improvement in on-time delivery, cost per order, and substitution quality. Partner closely with Supply Chain and Operations leadership. Technology & Data Own the E-Commerce technology roadmap (platforms, OMS, WMS, apps, integrations). Leverage data analytics to drive real-time decision-making and performance optimization. Ensure scalability, cybersecurity, and system reliability. Champion automation and AI-driven efficiencies. Leadership & Governance Build, lead, and mentor high-performing E-Commerce, digital marketing, category, and operations teams. Establish clear KPIs, governance, and performance management. Manage external partners (platforms, delivery providers, agencies). Present performance and strategy updates to Executive Leadership and Board. Key KPIs E-Commerce revenue growth & EBITDA Gross margin & contribution margin Cost per order & fulfillment efficiency Conversion rate & average basket value Customer retention & NPS Inventory availability & on-time delivery

Qualifications & Experience:

Bachelor's degree in Business, Marketing, Engineering, or related field (MBA preferred). 10-15+ years of experience in E-Commerce, FMCG, Grocery, or Omnichannel Retail. Proven track record of full P&L ownership in a digital or retail business. Strong experience in online grocery, marketplaces, or quick commerce. Demonstrated success scaling profitable E-Commerce operations.

Salary to be discussed along with the benefits.

Job Type: Full-time

Education:

Bachelor's (Required)
Experience:

Managing full e-commerce P&L: 10 years (Required) E-commerce strategy: 10 years (Required) Define and lead end to end e-commerce: 10 years (Required) Retail: 10 years (Required) FMCG: 4 years (Required)
Language:

English (Required) Arabic (Required) * Hindi (Required)