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E-Commerce Manager

Air Mail
New York City, New York (US)
Closing date
22 Aug 2022

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Contract Type
Full Time

Job Summary:
The E-commerce & Customer Experience Manager is responsible for the day-to-day operations and will help lead the growth of the DTC/Marketplace business with a strong background in driving user experience, conversion optimization, retention, performance and reporting. This role requires a highly collaborative, brand minded and organized self-starter who has a thorough understanding of online platforms and a proven track record for managing rapidly growing DTC/Marketplace businesses and complex digital projects in a fast-paced environment. The ideal candidate will ensure that content & profitability always aligns with Air Mail’s brand standards. 


  • The E-commerce & CX Manager will manage the day-to-day business operations of Air Supply
  • Responsible for driving sales and flow-through of customer orders pre and post check-out
  • Create and manage daily, weekly, and monthly bottom-up reports and forecasts to monitor key drivers for sales (traffic, AOV, CVR), seasonal sell-through, inventory levels, trends, strengths, weaknesses and opportunities (ie: Monitor & Provide recommendations based on performance to help solve problems or spot opportunities within the site) 
  • Present insights to key stakeholders to optimize. Use data & insights to find valuable opportunities for improving e-commerce operations efficiency to grow business profitability (ie: Analyze sales & customer metrics to help identify opportunities in product assortment and help achieve sales & margin goals for each category- including sessions, conversion rate, ATV, add-to-basket rate, bounce rate & revenue) 
  • Assist with order processing, and order completion as needed for all channels (DTC/Drop Ship/Affiliate)
  • Manage Air Supply business including facilitating the order process & returns, product slotting, inventory management, CS inquiries & communications
  • Order and manage product packaging/shipping materials for all DTC channels to ensure best-in-class customer experience
  • Increase conversions on the site through impeccable user experience and UX and navigation with prompt resolution of customer service inquiries via chat, email, social media and phone
  • Manage new product & pre-order launches on e-commerce from SKU/PDP creation to content & site merchandising, and regular inventory audits
  • Implement, launch and testing of new website features together with web development team and key stakeholders across the organization
  • Support the expansion of e-commerce experience to offline showrooms for a seamless omni-channel and multi-platform experience
  • Stay abreast of industry-wide trends, changes and tools/technologies being used for UX/UI
  • Establish cross-functional partnerships with SEO/Digital Marketing, Planning, Finance, Logistics, IT, Sales, Merchandising, Marketing & Creative teams (ie: Manage the development & execution of strategies to drive sales via optimization, advertising & promotion) 
  • Assist Creative/Marketing teams with seasonal e-commerce & content shoots
  • Collaborate with leadership to help build and support the team/structure/process

Skills & Qualifications:

  • Bachelor’s degree in marketing, business or related field required
  • 3-5 years e-commerce management experience required
  • Extremely data-driven/analytical with meticulous attention to detail
  • Focused and experienced in building conversion funnels and tracking for impactful e-commerce metrics
  • Full comprehension of customer profile, impactful business metrics, strategic merchandising and retention cycles
  • Proven track record of successful product launches
  • Excellent written, verbal communication and problem-solving skills
  • Ability to multitask, prioritize multiple projects, and work under tight deadlines in a fast-paced environment.
  • Thrive in high-pressure and ever-changing startup environment
  • Proficient in Shopify, Attentive, Returnly, Retention X, CRM Platforms, PLM Systems, Google Analytics & more
  • Luxury eCommerce operations a plus

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