About ADA
ADA is a leading data and artificial intelligence (AI) company that designs and executes integrated digital, analytics, and marketing solutions. We operate in 12 markets in Asia and partner with leading brands to drive their data and digital maturity.
Role and Responsbilities:
- Own end-to-end management of clients D2C/Brand dot com businesses, ensuring best-in-class performance across business growth, traffic & conversion, customer experience, user engagement, technological functioning, CRO/experimentation, loyalty/CRM initiatives, and seamless website operations.
- Be the overall owner of the contracts & SOWs covering Commerce Ops, CX/UX, CRO, CRM/Loyalty, Mar-Tech and other managed servicesensuring 100% adherence to contractual terms, SLAs, deliverables, data privacy/security standards and reporting requirements.
- Build strong senior-level stakeholder relationships, drive 100% renewals, promote long-term partnership maturity, and influence adoption of data-driven CX/UX enhancements, experimentation programs and CRM use cases. Own KPIs such as NPS.
- Own P&L responsibility for the client portfoliodirectly influence ADA's revenue via core managed services (Commerce Ops, Tech, CX/UX, CRO, CRM/Loyalty etc.) and indirectly influence delivery costs; own Revenue, Net Revenue and Margin targets for the portfolio.
- Drive Revenue for ADA via proactive opportunity identificationupsell/cross-sell services such as:
(i) UX Research & Redesign engagements
(ii) CRO & Experimentation programs (A/B, MVT, Personalization)
(iii) CRM & Loyalty Strategy/Execution
(iv) Tech/Platform Builds & Enhancements
(v) Digital Operations & Managed Services
- Lead negotiations for new SOWs, renewals and also support in Pre-sales for new client acquisition.
- Optimize cost-to-serve for ADA by collaborating with internal teams (CX, UX, Tech, Data, CRM, Vendor Management etc.) to improve delivery efficiency, manage vendor/Mar-Tech/Loyalty platform costs, and calibrate resource deployment.
- Drive eCommerce performance and customer experience outcomes, including:
(i) Revenue growth (traffic CR% AOV frequency)
(ii) Site UX health (journeys, friction points, load times, checkout, mobile)
(iii) Experimentation plans & CRO roadmaps
(iv) Funnel, cohort and lifecycle performance
(v) Loyalty & retention metrics (RFM, CLTV, churn, repeat rate)
- Produce structured business insights, performance diagnostics, and CX/UX recommendations supported with analytics & experimentation data. Lead WBRs, MBRs and QBRs with clients.
- Act as the Client's advocate internally to align ADA's service functions (Tech, UX, Data, CRM, Content, Ops, Mktg etc.) ensuring high-quality delivery, on-time execution, SLA compliance and continuous performance improvement.
- Act as ADA's strategic advocate externally to guide and influence client decision makers to adopt best-in-class industry standards across CRO, UX, CRM, experimentation, commercial mechanics, SLA adherence, governance and platform/tooling recommendations.
- Manage and develop a cross-functional Commercial/Operations team, coaching and mentoring associates managing eCommerce Ops, Product/Content Ops, Catalog/CS, CRO backlog coordination, CRM calendar execution support, etc.
- Champion a high-performance culture aligned to ADA's valuespromoting client-centricity, experimentation, problem-solving, data-driven decision making, and collaborative delivery with CX/UX, Tech, Analytics & CRM squads.
- Serve as an escalation point for internal and client-side issues across commerce operations, tech, experimentation, data, CX, CRM, customer care, logistics and fulfillmentensuring timely resolution and service continuity.
Desired Exerience and Skills:
- 6-8 years working experience in Key Account Management/Client Success/Customer Success/E-Commerce Manager in a brand dot com/D2C set up
- Preferred prior experience in leading a team of Jr Managers/Associates
- Understanding of end to end e-commerce ecosystem for a D2C/Dot com channel like Store Ops, Digital Marketing, CRM, Development, Hosting, Customer Service, CRO, UXUI, A/B Testing with expertise in Account Management/Client Success domains
- Ability to coach, mentor reportees and build a great team culture
- Exposure to different dot com enabling systems like Platforms (Ex# Magento, Shopify, SFCC etc), CRM (Ex# clevertap, dotdigital etc), CRO/Experimentation (Ex# VWO, Contentsquare etc), ticket management tools like JIRA/Asana etc is highly desired
- Ability to think creatively, strategically, identify and resolve problems
- Ability to work on tight deadlines
- Ability to analyse data & generate insights for performance review
- Good team player but also self-motivated and able to act on initiative
- Fluent in written and spoken English
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Unfortunately, we are only able to contact shortlisted applicants. We encourage you to continuously visit our website www.adaglobal.com for regular updates on available roles
We transform businesses using data, AI and tech | ADA
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