eCommerce Customer Support Manager jobs in Boca Raton, FL

The Ecommerce Manager candidate is an exceptional strategic and operational leader. This Ecommerce Manager will formulate and execute a cohesive and ongoing optimization strategy for the ecommerce website experience as it relates to the Shoes For Crews brand, in collaboration with teams representing site experience, product management, brand management, and creative design. The Ecommerce Manager is responsible for managing the day-to-day DTC ecommerce business, delivering a premier online shopping experience for our customers, and setting a strategic direction that allows us to achieve revenue growth targets. The right candidate has a track record of working with ecommerce operations and has extensive knowledge of digital site experience best practices to build a premier online shopping experience. Thwill assist in setting the short-term and long-term vision for the DTC ecommerce business.

Key Responsibilities and Accountabilities:

• Ownership and accountability for strategy, sales, and profitability of the DTC ecommerce business. Works closely with cross-functional departments to drive site design and functionality to enhance the consumer online experience and performance.
• Own the shoesforcrews.com shopping experience along with managing product listings, promotions and researching levers to drive growth via conversion rate optimization (CRO) and A/B testing initiatives.
• Partner with IT team and website developer/designer to identify and execute website enhancements and redesigns needed to drive incremental conversion and improved customer experience.
• Drive on-going enhancements and maintenance including personalization and segmentation strategy, website product catalog management, landing page/product/website and product content development and optimization, website SEO, UX/CX best practices, tag management, user testing, and website development QA and testing.
• Responsible for planning and executing strategies to best present the characteristics and features of the site's product and service offerings while driving consumer engagement and maximizing sales conversion.
• Maximizes site performance and enhances the consumer online shopping experience by leading the planning, scheduling, deployment, execution, and maintenance of all site content.
• Works in partnership with Marketing on all digital marketing efforts: website marketing, email, SMS, Paid Media, Paid and owned Social Media, etc.
• Aligns and executes site experience improvements and optimizations in concert with ongoing traffic-driving activities such as email, SEM/SEO, social media, and other digital marketing channels.
• Collaborates with customer service and other operational teams to ensure the site's content and experience are aligned with operations and marketing communications.
• Responsible for managing ecommerce budgets to ensure timeliness and on-budget delivery.
• Partners with team to develop and execute rigorous testing of website customer journeys and innovative ideas that assist in customer understanding of product and service offerings that improve the user experience, by optimizing satisfaction, conversion, and average order value.
• Analyze traffic source performance to inform website maintenance, effectiveness of marketing strategies and user flow optimization.
• Leverage website and customer analytics to understand business trends, report on health of the business and drive prioritized profitable growth opportunities and decision-making.

Qualifications and Skills Required:

• Bachelor's Degree
• 5 years of experience in e-commerce and digital marketing preferred.
• 2 years' experience with a widely used ecommerce platform (Shopify, Magento, BigCommerce, etc.) required.
• Experience with integrated email and SMS marketing platforms preferred. Digitally savvy.
• Experience with Google Analytics to provide insights into website traffic, user behavior, and other metrics.
• Proficient in HTML and CSS.
• Management experience. Has managed teams, vendors, budgets, and cross-functional partners.
• Entrepreneurial and collaborative. Ability to adapt quickly to new opportunities.
• Demonstrated success in multitasking and working cross-functionally in a fast-paced environment.
• Self-starter who requires minimal guidance. Strong attention to detail, problem-solving, prioritization, and organizational skills.
• Excellent interpersonal, presentation, communication, and writing skills.
• Critical thinker with a problem-solving mindset.
• Strong project management experience; have solid organization and prioritization skills.
• Team-oriented with the ability to adapt quickly in a growing, dynamic company.

Education Required:

• Bachelor's degree in marketing, business, or IT; MBA a plus
• 5 Years of experience in a related field and/or position