Key Account Manager D2C - Waaree Energies Ltd

Company Name - Waaree Energies Ltd

Role - Key Account manager -D2C

Location -Grant Road

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.

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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.

Key Skills :

• 56 years in D2C / e-commerce, with demonstrated full P&L ownership (revenue, margin, marketing investment) on a platform such as BigCommerce, Shopify, or Magento.
• Track record driving conversion rate optimization, performance marketing (SEO/SEM/affiliate), and CRM-led growth.
• Working exposure to OMS/ERP/CRM systems (SAP, Unicommerce, or equivalent) and leading digital transformation initiatives.
• Experience coordinating with supply chain/logistics functions on inventory planning and fulfilment.
• Strong stakeholder management cross-functional and external (vendors, agencies, financing partners).

Interested candidates can send their CV on [email removed]

for any query related to job profile plz feel free to call on [phone removed]

Thanks & Regards,

Deepali

HR

Waaree Group