DGM - Digital Platforms, MarTech & E-Com
Mahindra Group · Posted Nov 2
Automotive, farm equipment, information technology, financial services, and hospitality services
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About the role
This role sits in Mahindra Group's Mumbai-based digital organization and owns the ecommerce website, the martech stack, the accessories and merchandise line as its own P&L, and the contact center operation. It spans store platform management, CRM/email/analytics tooling, merchandising and customer service delivery. The DGM drives conversion, CSAT, response times, cost per contact and growth in revenue and margin for the accessories and merch business.
What you will do
- Own the ecommerce roadmap: traffic, conversion, average order value and retention
- Manage the ecommerce website: store platform, site performance, uptime and development partners
- Oversee product pages, merchandising and SEO; run ongoing tests on product pages, cart and checkout
- Oversee order accuracy, fulfilment handoffs, returns and promotions; plan seasonal campaigns and launches
- Own the martech stack: store platform, email/SMS, CRM, analytics and tag management
- Ensure tools are integrated, customer data flows cleanly, and consent/privacy rules are followed
- Evaluate, buy and retire tools; manage vendor contracts and costs
- Run the ecommerce accessories and merch line as its own P&L (revenue, margin, inventory targets)
- Decide product mix, pricing and bundles; work with suppliers and fulfilment partners on cost, quality and lead times
- Forecast demand and manage stock; manage listings, photography and descriptions across website and marketplaces
- Build drops, promotions and cross-sell offers; track sales, returns and feedback by product
- Lead the contact center across phone, email, chat and social
- Set and track service goals: response time, resolution time, first-contact resolution, CSAT, abandonment rate
- Manage staffing, scheduling and forecasting for peaks; train and coach agents with quality scorecards
- Manage the support platform (Salesforce Service Cloud / Zendesk or similar) and outsourced partners
- Build scripts, knowledge base content and self-service options
- Use customer feedback and support trends to fix website, checkout, product and order issues
- Align support, marketing and fulfilment on promotions and policies
- Report monthly to leadership on sales, accessories & merch, service quality and cost per contact
- 90 days: review site, martech, merch line and support operation; present 12-month plan
- 1 year: higher conversion and CSAT; faster response; lower cost per contact; merch growing in revenue and margin
Skills used in this role
What the employer is looking for
- 12+ years in ecommerce
- 3+ years in customer service / contact center operations
- 3+ years managing teams, including supervisors
- Ecommerce website and store platform management (Shopify, Adobe Commerce or BigCommerce)
- Martech stack: CRM, email/SMS, analytics; nice to have Salesforce Marketing Cloud, Klaviyo or a CDP
- Product line / merchandise management: P&L, inventory, supplier management
- Contact center software and workforce management tools; Salesforce or Zendesk certification is a plus
- GA4, dashboards, margin analysis and service metrics
Preferred qualifications
- Graduate in any discipline; MBA / PGDM in Marketing, Operations or General Management preferred
Benefits and support
- Compensation and benefits are detailed in the job posting
About Mahindra Group
The Mahindra Group is a multinational conglomerate federation of companies with a presence across more than 20 industries globally. The group holds leadership positions in utility vehicles, farm equipment, information technology, and financial services. Driven by its core purpose to enable people to Rise, Mahindra operates across over 100 countries.
- Industry
- Conglomerate
- Company size
- 327000+ employees
- Founded
- 1945-10-02
- Location
- Mumbai, Maharashtra, India
- Funding stage
- Public Company
Leadership
Chairman
Group CEO & Managing Director
Group Chief Financial Officer
Group Chief Technology Officer
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