E-Commerce Manager

Recruiter
Air Mail
Location
New York City, New York (US)
Posted
28 Jul 2022
Closes
22 Aug 2022
Function
Ecommerce
Level
Manager
Contract Type
Permanent
Hours
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. 


Responsibilities:

  • 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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