Sr. eCommerce Manager

Reporting to the VP of Digital & Media, the Sr. eCommerce Manager will be responsible for day-to-day management of Nécessaire’s DTC site and customer service. This includes overseeing a number of DTC responsibilities including promotions, merchandising, optimizing the user experience, managing the ecommerce platform and technology, and leading the Customer Service team. This is a highly cross-functional role, working closely with Brand, Product, Operations and our digital agencies.

Duties:

●     Manage site updates and development sprints with the website development agency.

●     Lead product set-up and merchandising/content updates across Shopify and Amazon.

●     Oversee the loyalty, subscription, and referral programs and ensure high level utilization of each to drive customer retention and satisfaction scores.

●     Ensure our DTC store has the best in class merchandising capabilities including up-sells, cross sells, enhanced content, etc.

●     Work closely with Operations team to effectively manage delivery times for consumer orders inventory to ensure in-stock levels for the DTC business.

●     Ensure that the customer service team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels, and touchpoints in the customer journey.

●     Become a product expert and understand each customer's needs to provide real, effective solutions and deliver exceptional customer service.

●     Provide knowledgeable answers to questions about the Nécessaire brand and products.

●     Define, Track and achieve target eCommerce and Customer Service KPIs, including Customer Satisfaction (CSAT), Customer Effort Score (CES), Customer Churn Rate, Customer Retention, LTV, Site Conversion Rate (CVR), and consistently meet established Service Level Agreements (SLAs)

●     Oversee Nécessaire’s review program and syndication to retail partners. 

●     Lead user testing and website optimization by all available applications and analytics platforms necessary.

●     Guide CS Team to ensure a customer-centric attitude while acquiring new customers or managing existing customers.

Required Skills/Traits:

●     3-5 years of experience in eCommerce or digital marketing, either brand or agency

●     Bachelor's degree

●     Familiarity and experience working with the following platforms: Shopify Plus, Amazon Seller Central, Google Analytics, Klaviyo, Gorgias, Yotpo (or other review platform).

●     Experience with Microsoft Office suite of products, particularly Excel

●     Understanding of common eCommerce and channel performance metrics (LTV, ROAS, AOV, etc.)

●     High interpersonal and customer service skills

●     Excellent organizational skills and attention to detail

●      Entrepreneurial and self-motivated; accountable for your results and how those are achieved

●     Excellent time management skills with a proven ability to meet deadlines

●     Strong analytical and problem-solving skills

●      Thrives in a fast-paced, startup environment with an ability to manage multiple priorities

 

The Salary Range for this position is $100,000 - $120,000 per year, which represents the current range for the base salary for this exempt position. Actual salaries will vary based on factors including but not limited to location, education, experience, and performance. Please also note the range listed is just one component of the Company’s total rewards package for exempt employees.