Live E-Commerce Manager

Key Responsibilities1. Commercial Strategy and Campaign PlanningDevelop annual live-commerce and marketing strategies that support company sales KPIs, brand priorities and product launches.Translate annual goals into monthly and campaign-level sales targets, live-stream themes, promotional mechanics and channel plans.Create and maintain an integrated marketing calendar covering live streams, campaigns, product launches, festive periods, content and advertising activity.Review campaign performance and recommend improvements to sales conversion, average order value, customer acquisition and repeat purchase.2. Live Streaming OperationsManage and monitor daily live-streaming sessions to ensure the agreed schedule, product selection, pricing, offers, host readiness and operational standards are met.Work with live hosts, sales teams and operations teams to improve live-stream quality, engagement, conversion and fulfilment readiness.Track daily live-stream results, identify performance gaps and implement immediate corrective actions when KPIs are off track.Maintain a weekly review rhythm covering sales results, host performance, customer feedback and upcoming campaign readiness.3. Customer Enquiry and Service ManagementMonitor daily customer enquiries and response quality across relevant channels, including live-commerce platforms, social media and messaging channels.Set response standards, escalation procedures and follow-up discipline to ensure timely, accurate and conversion-focused customer service.Analyze common customer questions and objections, then improve scripts, FAQs, product information and sales follow-up processes.4. Content Direction and PublishingIdeate video and campaign content that supports live-stream conversion, product education, brand awareness and customer retention.Innovate and create smart psychological selling themes that strengthen customer engagement, buying confidence and conversion across live streams and campaign content.Brief and direct content creators on content concepts, product focus, scripts, visual direction, deadlines and expected commercial outcomes.Manage the daily and weekly content publishing plan, ensuring content is posted consistently, on time and in line with campaign priorities.Review content performance and refine formats, hooks and calls to action based on engagement and sales results.5. Advertising and CRM PerformanceMonitor advertising budget allocation by campaign, platform and objective, and recommend reallocations based on return on ad spend, cost per lead and conversion results.Work with marketing and sales teams to align paid advertising with live-stream schedules, stock priorities and campaign offers.Monitor CRM retention performance, repeat-purchase rate and reactivation results; propose campaigns and customer journeys to improve retention.Coordinate retention activities such as member offers, follow-ups, re-engagement messages and post-purchase communications.Qualifications and ExperienceMinimum 4 years of experience in e-commerce, digital marketing, live commerce, social commerce or retail campaign management.Experience managing live-streaming operations, creators or hosts, and performance-based marketing campaigns.Strong commercial judgement with the ability to use sales, content, advertising and customer data to make decisions.Confident in coordinating multiple teams and managing fast-moving daily operations.Comfortable with e-commerce, social-media, advertising and CRM tools; experience with jewellery, fashion, beauty or retail is an advantage.