Senior e-Commerce & Omnichannel Manager

Pet City Group is the leader in the pet retail market in Greece with over 35 years of presence. The Group consists of 800 employees, 100+ stores, 4 online shops, and a variety of over 17,000 products, including top-of-the-line and exclusive brands. Pet City Group also offers a range of pet care services, including grooming and veterinarian care, as part of our mission to provide the best customer experience to our beloved pets and their parents.

We are currently looking for a Senior eCommerce & Omnichannel Manager to join our eCommerce team and take ownership of the eCommerce business from an end-to-end performance, customer journey and omnichannel execution perspective.

About the role

This is a senior business ownership role for a professional with strong retail eCommerce experience, solid omnichannel understanding and the ability to coordinate multiple functions in a complex retail environment. We are looking for someone who can own the eCommerce business performance, define and monitor the right KPIs, identify bottlenecks, coordinate cross-functional stakeholders and ensure that strategic eCommerce and omnichannel initiatives are successfully executed. The ideal candidate combines commercial thinking, operational understanding, customer experience focus, project execution skills and a good understanding of the systems and technologies that support modern retail eCommerce.

Key Responsibilities

eCommerce Business Ownership

• Own and monitor the overall performance of the eCommerce business across commercial, operational and customer experience KPIs.

• Define, track and optimize key metrics such as sales, conversion rate, AOV, retention, customer satisfaction, fulfillment performance and overall customer journey performance.

• Analyze business performance end-to-end, identify bottlenecks and growth opportunities, and drive corrective actions in collaboration with the relevant teams.

• Translate business performance insights into clear priorities, actions and follow-up plans.

Omnichannel Strategy & Customer Experience

• Lead and support omnichannel initiatives that connect digital channels, stores, logistics, customer care and commercial operations.

• Drive projects such as Click & Collect, Store Pick-up, Express Delivery, Endless Aisle and other customer journey initiatives that enhance convenience, speed and service.

• Ensure a seamless customer experience across online and offline touchpoints.

• Contribute to the continuous evolution of Pet City’s omnichannel model, with a clear focus on customer value and business impact.

Cross-Functional Leadership

• Act as a central coordinator across Commercial, Logistics, IT, Customer Care, Retail Operations and external partners.

• Align stakeholders around business priorities, timelines, dependencies and execution plans.

• Facilitate decision-making and ensure that complex topics move forward efficiently across different teams.

• Build strong working relationships with internal and external stakeholders to enable effective execution.

Projects & Execution

• Lead strategic eCommerce and omnichannel projects from business planning to implementation and post-launch evaluation.

• Manage project timelines, dependencies, risks and deliverables.

• Ensure projects are delivered on time, within scope and aligned with business objectives.

• Measure the impact of initiatives after launch and recommend next steps for optimization.

Systems & Technology Collaboration

• Translate business needs into functional requirements and collaborate closely with IT teams and external vendors.

• Contribute to the optimization of eCommerce systems, integrations, operational flows and customer journey processes.

• Maintain a strong understanding of the technologies supporting eCommerce and omnichannel operations.

• Act as a business partner to technical teams, ensuring that business requirements are clear, prioritized and actionable.

What we are looking for

• 5+ years of experience in roles such as eCommerce Manager, Senior eCommerce Manager or Omnichannel Manager, ideally within retail or a similarly complex business environment.

• Proven experience in retail eCommerce, with strong understanding of both commercial performance and operational flows.

• Hands-on experience leading or participating in omnichannel projects such as Click & Collect, Store Pick-up, Express Delivery or similar customer journey initiatives.

• Strong commercial and trading mindset, with ownership of KPIs such as sales, conversion rate, AOV, retention and customer experience.

• Ability to analyze performance end-to-end and identify the key drivers behind business results.

• Excellent stakeholder management and cross-functional collaboration skills.

• Strong project management and execution capabilities in complex environments.

• Good understanding of eCommerce systems, integrations and the technologies that support online and omnichannel operations.

• Ability to translate business needs into functional and operational requirements.

• Strong communication, presentation and problem-solving skills.

• Love for pets and passion for improving the experience of pet parents will be considered a strong plus.

This role is ideal for someone who

• Has worked in organized retail or another complex business environment.

• Understands that eCommerce is not only a digital channel, but a business ecosystem that connects commercial strategy, customer experience, logistics, technology and retail operations.

• Can move comfortably between business performance, customer journey, operational issues and project execution.

• Can influence stakeholders without always having direct authority.

• Wants to contribute to the next phase of Pet City’s omnichannel transformation.

What we offer

💶 Competitive compensation package
🎓 Opportunities to learn and grow within a dynamic and fast-growing company
💼 Friendly and collaborative working environment
💊 Special prices and discounts on healthcare, well-being, and insurance packages through our network of partners
🩺 Private health insurance coverage
🏷️ Employee discounts on our products and services
🚀 Your professional and personal success is our commitment