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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