Online Sales Manager

The Online Sales Manager translates business objectives into measurable online sales targets, and ensures the online sales operation runs efficiently, profitably, and in line with company standards. While the Online Sales Supervisor manages day-to-day floor operations and agent performance, the Online Sales Manager is accountable for the channel's overall commercial results, strategic direction, and long-term growth. KEY RESPONSIBILITIES 1. Online Sales Strategy & Channel Ownership Own the overall strategy, direction, and performance of the online sales channel Set annual and quarterly revenue targets for online sales in alignment with overall company goals Identify growth opportunities across website, social commerce, and other digital sales channels Evaluate and recommend new platforms, tools, or channels to expand online sales reach 2. Revenue & Commercial Performance Own overall online sales revenue, conversion rate, and profitability targets Review sales performance against targets at the channel level and direct corrective action where needed Analyze sales trends, customer behavior, and channel data to inform commercial decisions 3. Team Leadership & Management Lead, coach, and hold accountable the Online Sales Supervisor(s) and wider online sales team Set performance expectations and KPIs for the Online Sales Supervisor role Review team structure, staffing levels, and shift coverage to ensure the channel is adequately resourced Conduct performance reviews for direct reports and support their professional development Build a culture of accountability, customer focus, and continuous improvement across the online sales function 4. Budget & Resource Management Prepare and manage the online sales department budget Approve online sales-related expenditure within delegated authority Monitor cost-to-serve for online orders and identify opportunities to improve efficiency Justify and present business cases for additional headcount, tools, or platform investment 5. Cross-Functional Strategy & Coordination Partner with Marketing on the online sales calendar, campaign strategy, and promotional planning Work with Purchasing and Inventory teams to align stock planning with online demand forecasts Coordinate with Warehouse and Logistics leadership to ensure fulfillment capacity supports sales volume and growth plans Represent the online sales channel in cross-departmental and management planning discussions 6. Customer Experience Oversight Set and maintain company-wide standards for online customer service and response times Review escalated or high-impact customer issues referred by the Online Sales Supervisor Monitor customer satisfaction trends and direct process improvements to address recurring issues Ensure the online shopping experience remains consistent with brand standards across all digital touchpoints 7. Reporting & Business Insight Prepare and present online sales performance reports to senior management Translate sales and KPI data into.