Website Customer Experience Specialist

2 weeks ago

Milwaukee, United States Wantable Full time
Job DescriptionJob Description

Exempt/Salaried/Onsite

MISSION:

Support Wantable to achieve unprecedented growth in fashion e-commerce by delivering an exceptional online shopping experience. Enhance user experience to improve conversion rate and lifetime value, all driven by data, to exceed customer expectations and drive profitability.

Position Overview:

This is an associate who’s not afraid to roll up their sleeves and dive into the nitty-gritty of our online retail world. In this role, you'll be working to improve site functionality, user experience, landing page CRO by utilizing reporting, A/B testing, and UX best practices.

We are in search of a data driven, problem solver with a strong focus on consumer behavior and experience. You will be tasked with understanding and optimizing Wantable’s site experience, conversion funnels, and retention drivers.

Expected Outcomes:

  1. CRO (Conversion Rate Optimization): Increase Edit (Personal Styling) Conversion Rate by and consistently work on CRO opportunities learned through A/B testing within customer landing pages as well as customer touchpoints throughout the site.
  2. Enhanced User Experience - Conduct user experience audits and implement changes that lead to continuous improvement in user satisfaction.
  3. Increase Customer LTV: Improve Retention Metrics and LTV including, but not limited to average customer lifetime value, AOV, repeat purchase rates, and customer retention rates.
  4. Data-Driven Decision Making: Analyze and refine the conversion funnels. Maintain and utilize regular reporting dashboards that track site performance, user behavior, and CRO efforts.
  5. Effective Collaboration with Cross-Functional Teams: Work cross functionally to ensure that site enhancements are aligned with company goals.

RESPONSIBILITIES

Enhance Customer Retention: (35%)

  • Identify and optimize retention drivers by analyzing customer behavior and lifecycle stages. Implement strategies that improve customer retention rates, increase repeat purchases, and enhance overall customer lifetime value (LTV) on site.
  • Research and implement best practices in Customer Retention and optimize Wantable’s Subscription model.

Crush User Experience (UX): (30%)

  • Conduct regular user experience audits and usability testing to identify areas for improvement. Implement UX best practices to enhance site navigation, layout, and overall functionality, ensuring a seamless and intuitive shopping experience for customers.
  • Obsess over giving our users the best time ever on our site. Study how they use it, run tests to make it even better, and tweak things to make their shopping journey unforgettable.
  • Team up with our design team to make sure our site is on brand, a visual treat and super easy to use, so customers keep coming back.
  • Simplify & optimize navigation, key shopping paths, and conversion funnels based on data-driven web analytics to boost our conversion rates.

Dive into Data and Numbers: (20%)

  • Utilize website analytics tools to monitor key performance indicators (KPIs) such as conversion rates, bounce rates, and user engagement metrics. Create and maintain dashboards to report findings to stakeholders and provide actionable insights for continuous site optimization.


Team Up and Rock Cross-Functional Style: (15%)

  • Work closely with marketing, design, development, and product teams to ensure that website enhancements align with business goals. Participate in the planning and execution of new features, campaigns, and initiatives that improve the overall customer experience.

If the prospect of spearheading a team, driving rapid digital growth within the fashion retail domain, and accelerating Wantable's achievements resonates with you, we encourage you to apply. Join us in shaping the future of online retail with Wantable.

Requirements

  • 3-5+ years of experience in e-commerce, product management, or user experience.
  • Bachelor's degree in Business, Marketing, eCommerce, or something that lines up.
  • Site Performance Analytics Experience: GA4, Looker, Tableau, A/B Testing Tools
  • Experience in mobile site optimization.
  • Excellent communication skills, effectively conveying complex ideas and processes across diverse cross-functional teams.
  • Innate curiosity, diving deep into available information to enhance understanding.
  • Comfortable in fast-paced environments, adaptable to change, and adept at managing multiple projects and deadlines.
  • Exceptional organizational skills, meticulous attention to detail, and adept project management capabilities.

Preferred Experiences:

  • Prior involvement in fashion ecommerce.
  • Subscription Experience
  • UX/UI Experience
  • Strong grasp of SEO

Benefits

Remote / In-Office requirements:

This position would be preferred in Milwaukee, Chicago or surrounding areas. Mandatory meetings and events will need to be scheduled in person at our Headquarters in Milwaukee, WI as directed by your supervisor.

We cannot provide visa sponsorship. Resumes and communication must be submitted in English.

This role requires night/weekend adjustments and therefore doesn’t have set “business hours” However most operations, meetings, and work is expected to be done during business hours M-F central standard time.

Benefits

Wantable team members enjoy free food, coffee, and drinks in our HQ's beautiful Wantable Cafe. We have a laid-back, casual environment in a state-of-the-art HQ in Walkers Point.

We offer flexible schedules, paid parental leave (mothers AND fathers), and a private room for nursing mothers.

Even more exciting: paid vacation and seven paid holidays per year, plus a 50% discount on all merchandise. You’ll be eligible for the discount on your first day.

Important, but maybe less thrilling: we have ample parking, we offer medical (traditional and high deductible), dental, and vision insurance, as well as a 401K (both pre-tax and Roth options).

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