Key Account Manager (E-Commerce)

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