Head of E-Commerce Operations & Reporting (Gold Retail)

The Head of E-Commerce Operations & Reporting is responsible for end-to-end operations, commercial performance, governance, and executive reporting.

This role ensures the platform is profitable, compliant, scalable, and operationally sound, while delivering clear, accurate performance insights to senior management in a regulated precious-metals environment.

What skills and experience do you need?

1. Platform & Operations Ownership

• Own day-to-day and strategic operations of the gold e-commerce platform

• Ensure platform stability, transaction integrity, data accuracy, and cybersecurity readiness

• Oversee full order lifecycle: payment, inventory coordination, fulfilment, and after-sales

• Continuously improve customer journey, conversion, and service quality

2. Commercial Performance & P&L

• Full P&L ownership (revenue, cost, margin, profitability)

• Define and track KPIs: GMV, margin, CAC, conversion, repeat rate, uptime, CSAT

• Identify growth levers across pricing, promotions, product mix, and channels

• Deliver monthly, quarterly, and annual performance reviews to leadership

3. Cross-Functional Governance

• Lead coordination across: IT (platform, integrations, security); Marketing (campaigns, acquisition, branding); Finance (settlement, reconciliation, budgeting, audit); Legal & Compliance (AML/KYC, PDP, consumer protection); Operations (inventory, logistics, fulfilment)

• Ensure business, system, and regulatory alignment

4. Vendor & Partner Management

• Manage key vendors: platform tech, payment gateways, logistics, insurance

• Negotiate contracts and SLAs with Legal & Procurement

• Monitor vendor performance, cost efficiency, and risk exposure

5. Reporting, Analytics & Management Insight

• Establish robust reporting and data governance frameworks

• Deliver accurate dashboards covering operational, financial, and customer metrics

• Translate data into actionable insights for executive decision-making

6. Risk, Compliance & Control

• Ensure compliance with precious metals regulations, data privacy, and internal governance

• Identify operational, financial, and reputational risks and implement controls

• Support internal and external audits

7. Team Leadership

• Lead and develop the e-commerce operations leadership team

• Set clear KPIs, accountability, and performance standards

• Build a results-driven, compliance-first culture

What skills and experience do you need?

• Bachelor’s degree in Business, Marketing, Finance, Management, Information Systems, or related field; MBA or equivalent preferred.

• Have 15–18 years total experience, including 5+ years in e-commerce, digital business, or platform operations; Proven P&L ownership and executive reporting; Experience in regulated or high-value industries (financial services, commodities, retail, precious metals); At least have 5 years’ experience in similar role as Head of E-Commerce Operations & Reporting (Gold Retail).

• Strong understanding of e-commerce platforms, payment systems, order management, and digital analytics; Solid capability in financial analysis, budgeting, P&L management; Familiarity with regulatory compliance related to online transactions, consumer protection, and data privacy.

• Experience with vendor management, contract negotiation, and SLA governance; Proficiency in business reporting, dashboards, and data-driven decision making.

• Strong cross-functional leadership exposure (IT, Finance, Legal, Compliance)

• Strong ownership mindset and accountability; Strategic thinking with strong execution discipline; Excellent stakeholder management and communication skills; High integrity and strong risk & compliance awareness; Ability to operate in a fast-paced, performance-driven environment.

• Excellent communication skills in English both verbal and written and computer literate. Strong proficiency in MS Excel, PowerPoint, and e-commerce analytics tools; Experience with ERP, CRM, or e-commerce back-office systems is an advantage.

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