Description:
The eCommerce Operations and Site Experience Manager is a cross-functional leader responsible for overseeing the end-to-end performance, functionality, and customer experience of the eCommerce site. This role manages daily site operations, drives digital merchandising strategies, and leads technical and UX enhancements to optimize performance and conversion. By owning the full site experience, from product presentation to backend integrations, the manager ensures a seamless, brand-aligned, and high-performing digital shopping journey. This role plays a critical part in connecting strategy with execution, balancing operational efficiency, customer satisfaction, and business growth across the digital channel.
Responsibilities:
eCommerce Operations & Site Performance
- Oversee the day-to-day functionality and performance of the eCommerce platform, ensuring high uptime, smooth order fulfillment, and timely resolution of technical or customer-impacting issues.
- Collaborate with cross-functional teams and third-party vendors to manage backend workflows, payment processing, shipping integrations, and overall site health.
Merchandising Strategy & Execution
- Execute a dynamic merchandising strategy that aligns with brand objectives, seasonal campaigns, and sales targets.
- Lead product and category setup, ensure accurate product attribution, and manage visual merchandising to maximize discoverability and conversion.
- Partner with the creative and marketing teams to ensure on-brand visual presentation across all digital touchpoints.
Conversion Rate Optimization (CRO) & Site Experience
- Own and execute the site experience strategy, using data-driven insights and user behavior to enhance the customer journey.
- Lead A/B testing, user testing, and CRO initiatives to continuously improve site usability, navigation, and conversion.
- Identify friction points across the funnel and implement enhancements that drive engagement and revenue.
Technical Development & Project Management
- Manage the full lifecycle of eCommerce development projects, from functional specification documents (FSDs) and stakeholder alignment to QA, UAT, and final deployment.
- Own the development backlog, prioritize tickets based on business impact, and work closely with external development partners to deliver projects on time and within scope.
- Monitor performance of new site features and ensure long-term stability and scalability of digital solutions.
Promotions & Campaign Operations
- Oversee the planning, setup, QA, and performance monitoring of promotional campaigns, sales events, and new product launches.
- Collaborate with marketing and merchandising teams to ensure flawless execution and accurate reflection of all promotional details and assets on site.
- Drive continuous optimization of the promotional process to improve speed, accuracy, and customer experience.
Analytics & Business Insights
- Develop and deliver regular reports on site performance, sales trends, promotional impact, and customer behavior.
- Leverage analytics tools to provide actionable insights that influence strategy and roadmap prioritization.
- Use data to identify opportunities for growth and efficiency across merchandising, UX, and backend operations.
Cross-Functional & Stakeholder Collaboration
- Serve as the central point of contact for all site-related projects and initiatives, ensuring alignment between internal departments including marketing, creative, IT, and customer experience.
- Champion clear communication and coordination of resources to ensure timely delivery of projects and campaigns.
- Build and maintain strong partnerships with external vendors, development agencies, and platform providers.
Team Leadership & Mentorship
- Provide day-to-day leadership and guidance to the eCommerce Merchandiser, aligning priorities with broader business goals and supporting ongoing development.
- Foster a culture of innovation, collaboration, and accountability within the eCommerce function.
Qualifications:
- 5+ years of experience in eCommerce operations, site merchandising, or digital project management.
- Strong understanding of eCommerce platforms (e.g., Shopify, FullCircle, Searchspring, etc.) and analytics tools (e.g., Google Analytics, GTM, Power BI, etc)
- Experience managing web development projects with third-party vendors.
- Proven success driving CRO strategies, A/B testing, and site performance improvements.
- Excellent organizational and cross-functional collaboration skills.
- Ability to translate technical needs into actionable project plans and clear communications.
- Experience in a DTC or omnichannel retail environment.
- Familiarity with agile development methodologies and ticketing systems.
- Background in UX/UI or digital marketing.