eCommerce Customer Support Manager jobs in Knoxville, TN

Based in Knoxville, TN, Hoffmann Quality Tools USA, Inc., is a wholly-owned subsidiary of The Hoffmann Group, Europe's leading system partner for quality tools. The company offers 70,000 quality tools from 500 of the world's leading manufacturers; including GARANT, Hoffmann's own quality brand. Hoffmann product lines include hand tools, cutting tools, workstations and storage options. Hoffmann Group USA, with an international headquarters in Munich, Germany, combines trading competence with leadership in both manufacturing and service. This combination guarantees reliability in supply, quality and productivity in the tooling sector to more than 135,000 customers. The company, with its worldwide partners, serves major companies as well as medium-sized and small companies in more than 50 countries.

See www.hoffmanngroupusa.com for further information.

Hoffmann Quality Tools USA, Inc., is looking for an eCommerce Manager with experience in designing and building websites.

Responsibilities:

• You are responsible for the planning, coordination, execution and success of the digital e-commerce funnel for Hoffmann Group USA (including marketplace activities).
• You will manage the Hoffmann eShop from an American standpoint with a special focus on online marketing, CRM and conversion optimization in close cooperation with central functions.
• You will drive the continual evolution and enhancement of the digital customer experience according to American market needs in collaboration with cross-functional teams.
• You will provide expertise on current eCommerce industry best practices, and consult on cross-functional projects to ensure eCommerce principles are incorporated.
• You will identify new areas of eCommerce opportunities.
• You will translate business requirements into eCommerce activities and incorporate them into the eShop roadmap (web development) as an important stakeholder; prioritization is done in close cooperation with the web development management as a primary point of contact.
• You will define and track KPIs for continuous performance measurement by implementing requirements for eCommerce activities.
• You will ensure that eCommerce systems and processes are set-up in such a way that they are efficient and scalable for growth.
• You will set-up processes and measures, which extend over online and offline channels, together with the sales/marketing department and serve as a contact and consulting partner.
• You will partner with internal and external stakeholder teams to maximize channel performance.
• You will analyze data to gain actionable insights into the customer path.

Experience and Education:

• Degree in Marketing or related field.
• 1 or more years experience in the field of eCommerce or online marketing.
• Operative experience in building state-of-the-art online marketing channels, especially performance marketing (eg SEA, SEO), CRM (email marketing, multi-channel) and marketplace.
• Profound knowledge of eCommerce systems and commerce models, preferably in the B2B area.
• Familiar with web development processes and the requirements of a modern eCommerce/web development structure.
• Extensive knowledge of eCommerce best practices that result in customer acquisition, retention and growth.
• Ability to make data driven decisions in order to drive our eCommerce solution further; experience working in google analytics.
• Ability to work independently and within a team environment.
• Excellent written and oral communication skills.
• Strategic and entrepreneurial thinking with a hands-on mentality; ability to identify, prioritize and articulate highest impact initiatives.

Job Type: Full-time

Pay: $60,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• eCommerce or Online Marketing: 1 year (Required)

Work Location: Hybrid remote in Knoxville, TN 37922