R75903 Manager, Digital Commerce
Location: Hyderabad, India
Intro Summary of the Role
The Manager, Digital Commerce is responsible for analyzing and optimizing our digital commerce operations to enhance the customer experience, improve operational efficiency, and support revenue growth. This role is critical in ensuring operational excellence and improved customer experience with the digital commerce products on a daily basis with production support and release testing as well as understanding customer and business needs for future feature creation.
This role involves collecting and interpreting data, identifying trends, and making recommendations to improve various aspects of our online sales channels. The ideal candidate will have a good understanding of digital commerce platforms, and excellent problem-solving skills.
This position serves as a key member of the BU Digital Commerce team and applies experience and knowledge of digital commerce in Bioscience markets, supporting a highly engaged team that is focused on execution, innovation, and the customer experience.
What You Will Get
At Lonza, we offer competitive benefits tailored to the region, including health coverage, retirement plans, career development opportunities, and relocation support where applicable. Our people are our greatest strength, and we are committed to supporting their growth and wellbeing.
What You Will Do
Digital Commerce and Website Operational Support
Monitor platform performance and support the investigation, triage, and resolution of operational issues affecting customer experience or commercial performance.
Provide production support by working with internal teams, IT and third-party providers to ensure incidents, bugs, and service issues and cases are tracked and resolved effectively.
Help maintain a stable and efficient digital commerce environment that supports business continuity and customer needs.
Release Testing and Deployment Support
Support testing activities for platform updates, enhancements, and deployment releases across eCommerce products. Includes create, maintain, and execute test scenarios and test scripts to validate functionality, performance, and user experience.
Identify, document, and communicate defects, risks, and issues in a clear and structured way.
Work closely with technical and product teams to ensure releases are thoroughly tested and meet agreed business requirements before deployment.
Usability Testing and Experience Improvement
Carry out ongoing usability testing and review of digital journeys to identify friction points, inefficiencies, and opportunities for enhancement.
Gather and interpret user feedback, behavioural observations, and operational insights to inform product improvements.
Support a customer-centred approach to digital product improvement through evidence-based analysis.
Business Requirements and Process Documentation
Work with business stakeholders to understand operational needs, pain points, and opportunities for digital improvement.
Document business requirements clearly and accurately, translating them into structured requirements for product teams.
Support the refinement of user stories, acceptance criteria, process maps, and supporting documentation.
KPI Reporting and Performance Analysis
Monitor, analyse, and regularly report on key digital commerce and website performance indicators.
Use data and trend analysis to identify issues, trends, opportunities, and areas requiring further investigation.
Digital Commerce Process Optimisation
Analyse end-to-end digital commerce processes to identify inefficiencies, operational risks, and opportunities for improvement.
Provide input into initiatives designed to improve process effectiveness, platform performance, and customer outcomes.
Contribute operational and analytical insight to help optimise digital commerce performance in a B2B setting.
Customer Satisfaction and Continuous Improvement
Identify areas where the digital experience can be improved to increase customer satisfaction and reduce friction.
Use operational data, user behaviour, testing findings, and stakeholder feedback to optimize digital commerce processes, including website registration, path-to-purchase & order management, and post-order support.
Support the prioritisation of enhancements that deliver measurable customer and business value.
Promote a continuous improvement mindset across digital commerce operations and product support activities.
Cross-Functional Collaboration
Work closely with digital, IT, product, commercial, service teams, and external partners to support delivery and operational effectiveness.
Act as a link between business stakeholders and technical teams to ensure clear communication and shared understanding.
Contribute to planning and prioritisation discussions by providing operational insight, testing feedback, and performance analysis.
Support delivery within a structured, prioritised roadmap and agile working environment.
What We Are Looking For
Strongly collaborative spirit
Proven track record for consistently meeting or exceeding goals and objectives
Proven ability to handle and lead multiple tasks simultaneously
Strong organizational and operational skills with attention to detail
Ability to align with multiple cross-functional stakeholders to obtain input on digital commerce strategies and tactics
Entrepreneurial spirit and an ability to develop creative solutions to complex problems.
Strong communication skills, presentation delivery, and interpersonal skills to be effective in a team environment.
A solid compliance mindset and demonstrated integrity on the job.
About Lonza
At Lonza, our people are our greatest strength. With more than 30 sites across five continents, our globally connected teams work together every day to manufacture the medicines of tomorrow. Our core values—Collaboration, Accountability, Excellence, Passion, and Integrity—reflect who we are and how we work together.
Every day, Lonza’s products and services have a positive impact on millions of people. For us, this is not only a great privilege, but also a great responsibility. How we achieve our business results is just as important as the achievements themselves. At Lonza, we respect and protect our people and our environment. Any success we achieve is no success at all if not achieved ethically.