E-Commerce Lead at LATC Group

LATC is a proprietary investment firm committed to delivering strategic, high - quality services across multiple sectors such as Agriculture, Marine Logistics, Retail Franchising and Real Estate. Our mission is to create lasting impact in the communities where w e operate by building socially responsible businesses that are partners of choice in their industries.

LATC has secured a strategic retail partnership to represent a premium consumer electronics brand in Nigeria. As part of this partnership, LATC will establish flagship physical and online stores that serve as the definitive expression of the brand in the Nigerian market, offering authentic products and the brand's signature customer experience.

We are recruiting to fill the position below:

Job Title: E-Commerce Lead

Location: Lagos
Subsidiary/Department: LAT C / Retail Operations

Job Objective

• The E -Commerce Lead is the digital retail excellence engine, responsible for translating brand standards and customer expectations into seamless, high - conversion online experiences.
• This role is the bridge between digital capability and customer expectation where e - commerce execution determines whether the online store becomes a high -performing revenue channel or an underutilized digital presence.

Roles and Responsibilities
E - Commerce Strategy & Performance Management (Commercial Rigor):

• Own end -to- end e - commerce P&L, including revenue targets and growth trajectory, conversion rate optimization, average order value (AOV) and basket size, and customer acquisition cost (CAC) and lifetime value (LTV) .
• Work closely with Marketing to drive traffic acquisition across organic, paid, social, and email channels, optimize landing pages for product launches and campaigns, and align digital marketing spend with e-commerce performance .
• Translate performance analytics into clear actionable improvements across product pages, checkout flows, and customer journeys.
• Drive a culture where data informs every decision — from product placement to payment options.

Digital Customer Experience & Brand Consistency (Premium Standards):

• Ensure 100% brand compliance across the digital storefront by maintaining visual  merchandising and product presentation standards, ensuring high -quality content (product descriptions, imagery, videos), upholding consistent tone of voice in customer communi cations, and enforcing brand guidelines across all digital touchpoint s.
• Own end-to-end customer journey optimization, ensuring seamless browsing, search, and filtering, effective product discovery and recommendations, frictionless checkout and payment, and consistent post -purchase communication and support .
• Implement premium service standards by ensuring accurate product information and availability, providing real-time order tracking and delivery updates, delivering responsive customer support across chat, email, and phone, and managing seamless returns and exchange processes.
• Act as first -line owner for digital experience risk (site downtime, payment failures, customer complaints).

Platform Management & Technology Leadership (Digital Backbone):

• Own e - commerce platform operations, including platform performance (site speed, uptime, and mobile responsiveness), product catalog management and merchandising, content management system (CMS) operations, and user experience (UX) and interface optimizatio n.
• Manage critical e - commerce integrations, including inventory management systems for real -time stock synchronization, payment gateways (local and international), logistics and courier APIs for order fulfillment, customer relationship management (CRM) platfo rms, and marketing automation and analytics tools.
• Ensure e - commerce security and compliance by maintaining PCI -DSS standards for payment processing, protecting customer data and privacy (GDPR, NDPR), implementing fraud detection and prevention measures, and conducting regular security audits and vulnerabi lity assessments.
• Lead the e - commerce platform development roadmap in partnership with IT and developers, prioritizing features based on business impact, driving platform upgrades and optimization initiatives, and implementing A/B testing and experimentation frameworks .

Order Fulfillment & Operational Excellence (Execution Discipline):

• Own the end -to- end order fulfillment process, including order receipt and validation, picking, packing, and dispatch coordination, last -mile delivery management with 3PL partners, and delivery tracking with proactive customer communication .
• Maintain fulfillment KPIs, including order accuracy (≥99%), on -time delivery (≥95% for same -day and next - day commitments), damage rate (<1%), and First Contact Resolution (FCR) for customer issues (≥85%), while working closely with Logistics and Warehousin g to ensure inventory availability for online orders, coordinate same -day and scheduled delivery operations, and manage returns and reverse logistics .
• Implement omni - channel capabilities, including Buy Online, Pick -Up In Store (BOPIS), reserve online and try in-store options, unified inventory across channels, and seamless cross - channel returns.

Customer Support & Retention (Lifecycle Management):

• Build and lead the digital customer support capability, providing multi - channel support across chat, email, phone, and social media, delivering pre -sales product guidance and technical advice, managing post -purchase support including delivery, setup, and t roubleshooting, and handling complaints and escalations effectively.
• Drive customer retention initiatives by implementing post -purchase email engagement sequences, designing and executing loyalty programs, collecting and acting on customer feedback, and running win -back campaigns for lapsed customers.
• Monitor and improve key customer satisfaction and loyalty metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and repeat purchase rate .

Team Development & Cross - Functional Leadership (Building Capability):

• Coach direct reports on customer - centricity and experience thinking, data -driven decision making, operational discipline and execution excellence, and cross -functional collaboration to build a high - performing, strategic e - commerce team.
• Implement succession planning and cross -training initiatives to reduce single -point dependencies across platform, fulfilment , and support, prepare high -potential staff for expanded e - commerce responsibilities, and partner with HR to identify skills gaps and deploy targeted development interventions.
• Act as a culture carrier, embedding customer obsession, execution excellence, and innovation through behavior, not slogans.

Reporting Relationships
Internal Interfaces

• Reports to:
  • Retail Operations Manager
• Direct Reports:
  • Product &Platform Lead Packaging & Fulfilment Supervisor
  • Inventory Logistics Analyst
  • Customer Support Lead
• Other Internal Relationships:
  • Finance
  • IT
  • Communicat ions
  • Logistics and Warehousing

External Interfaces:

• Digital Marketing Team,
• Last-Mile Delivery Partners
• Payment Gateway Providers
• Platform Developers

Requirements
Educational Qualification:

• Bachelor's Degree in Business Administration, Marketing or Digital Marketing, Information Technology or Computer Science, Economics, Engineering, or other numerate disciplines, or equivalent practical experience .
• Professional certifications are an added advantage, including e - commerce/digital marketing certifications (e.g., Google Analytics, Google Ads or Meta Blueprint, Shopify or other e - commerce platforms) and product or project management credentials (e.g., CSP O, PMP, PRINCE2) .

Experience (What You Have Done):

• 6- 10+ years in e - commerce or digital retail, with P&L accountability.
• Experience in premium retail or consumer electronics e - commerce, managing e-commerce platforms such as Shopify, Magento, WooCommerce, or custom solutions, operating in omni - channel retail environments, and navigating Nigerian e-commerce market dynamics and payment infrastructure.
• Demonstrated experience in scaling e - commerce revenue from startup to significant GMV, improving conversion rates by 20%+ through optimization, and building and leading high - performing e - commerce teams (5 –10+ members).

Knowledge (What You Must Know):

• E - commerce platform architecture and operations
• Digital customer journey mapping and conversion optimization
• Payment gateway integrations and online payment security
• Order fulfillment operations and last -mile logistics
• Nigerian e - commerce landscape (payment methods, delivery infrastructure, consumer behavior)

Skills (What You Must Be Able to Do):

• E - Commerce Analytics: Interpret funnel data, conversion metrics, and customer behavior to drive improvements.
• Platform Management: Manage e - commerce platforms, integrations, and third -party tools effectively.
• Customer Experience Design: Design and optimize digital experiences that convert browsers into buyers.
• Cross - Functional Leadership: Collaborate effectively with Marketing, Logistics, IT, and Customer Support.
• Stakeholder Management: Balance brand expectations with local market realities and technical constraints.

Abilities (How You Think & Operate):

• Ability to operate calmly under pressure during site outages, payment failures, or high -traffic events.
• High tolerance for ambiguity combined with strong execution bias.
• Pattern recognition across customer journeys (seeing systemic issues, not isolated incidents).
• Willingness to be hands -on with platform management, not just strategic oversight.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online