E-Commerce and Customer Service Manager

1 month ago

New York, United States BRONX AND BANCO Full time

Responsibilities 

  • Maintain website product catalogs and product set up, including product name, product description and prices 
  • Work with the design and sales team to optimize product detail and category pages 
  • Maintain the commercial calendar by working with the content, social and digital marketing teams to brief in products/assets to support the sell through of key stories in our commercial calendar 
  • Support brand initiatives by optimizing on-site merchandising, product cross-sells. 
  • Perform regular audits to ensure information is accurate and consistent across the sites 
  • Monitor product recommendations for relevance; manage increased exposure or suppression of products 
  • Weekly reporting on sales, returns, top products, categories, and homepage performance with actionable follow-ups. Conduct ad-hoc reporting requests 
  • Manage inventory flow and place orders to maintain inventory levels. 
  • Support the content team with marketing briefs by providing products sell-through and sell-out information 
  • Assist others on the team with ad-hoc requests to support conversion and on-site optimization 
  • Perform on-site updates during product launches or promotional events, a few times a month outside of working hours 
  • Partner with marketing, digital, technical, and merchandising teams to provide on-site QA support 
  • Manage the customer service team to ensure customers are responded to promptly and with appropriate information. 
  • Communicate with production to ensure the delivery of special orders, pre-orders and made-to-order products. 
  • Build a strong relationship with IT, warehouse and sales teams.  
  • Manage ad-hoc projects, ie, sample sales, etc. 

 

Qualifications 

  • 3-4 years of experience in ecommerce, college degree required 
  • Strong detail orientation, organizational, and documentation skills with the ability to prioritize a varied workload 
  • Expertise in Shopify, Klaviyo, and related ecommerce tools 
  • Proficient computer skills, Intermediate knowledge of MS Office products, specifically Excel 
  • Adaptable and demonstrates initiative in a fast-paced environment with competing priorities 
  • A highly commercial mindset, consistently focused on driving revenues and margin 
  • A strength in collaborating with cross functional partners and team members 
  • Analytical and process-oriented, comfortable making data-driven decisions, and read and create reports 
  • Strong customer obsession focused on building the right site experience for our customer 
  • Ability to work at a standard computer set up 40+ hours per week in office 

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