eCommerce Customer Support Manager jobs in Racine, WI

At Luxor, we create an innovative and forward thinking culture that our employees love, and our products reflect this. As a manufacturer of innovative workspace product solutions that are sold to the commercial, educational, industrial and other end markets, we are constantly developing functional products that are value priced. Under our Stand Up Desk Store brand, we create workspace furniture solutions that nurture a healthy and collaborative work environment.

GENERAL PURPOSE:

Your primary responsibility is to maximize the performance of our owned and operated (“OOO”) websites to meet or exceed set financial objectives for the OO channel. You will own all parts of the OO websites, including profitability, content strategy, optimization, testing, acquisition strategy, SEO, and technical performance.

ESSENTIAL DUTIES AND Responsibilities:

• Own the website strategy, revenue and profitability achievement, roadmap & execution, including conversion optimization, personalization, A/B & multivariate testing, new content, navigational updates, etc.
• Execute to deliver monthly and annual OO website revenue and profitability goals
• Create and oversee the strategy and execution of webpage customization for our various personas and user types.
• Develop and oversee the execution of digital marketing strategies to improve our organic rankings, web traffic, engagement, and conversion.
• Work with others in Digital and Creative to optimize the performance of our acquisition efforts through organic and paid activities.
• Manage content updates, ecommerce integrations, and digital customer experiences, ensuring a seamless and effective user journey.
• Optimize the site for SEO and oversee website performance, focusing on fast loading times, site architecture, and mobile responsiveness.
• Drive our website optimization testing strategy across all pages and acquisition channels and maintain a testing roadmap and a clear and rigorous prioritization framework.
• Collaborate closely with Digital, Brand, and Creative teams to align digital strategies and enhance brand experience.
• Stay updated on industry trends, best practices in web performance and optimization, and emerging technologies to continuously elevate our user experience and ecommerce performance.
• Analyze data and work with our Insights team and others on the Digital and Brand teams to understand what’s working and what can be improved with our key website conversion paths, user experience, conversation funnels, and landing pages and identify opportunities for improvement.
• Monitor, analyze and report on web KPIs with the goal of continuous improvement and achieving business objectives.
• Other duties and projects as assigned.

SKILLS AND ABILITIES REQUIRED:

• Technical understanding of digital/e-commerce best practices and internet technologies
• Knowledge of user experience trends and digital consumer behaviors
• Expertise in making informed, data-driven decisions using web analytical and other types of digital data
• Proficiency in technical aspects of website management and hands-on experience in managing and utilizing content management systems.
• Strong understanding of and success implementing digital marketing principles, including SEO, SEM, and analytics.
• Expertise in using web analytics, A/B testing, site personalization and user journeys to identify improvement opportunities
• Understanding of how to optimize the process of combining and re-platforming websites to avoid negative impacts on business results
• Exceptional communication skills, both verbal and written, with the ability to articulate technical challenges and solutions to a non-technical audience.
• Strong understanding of web design principles and UX/UI best practices.
• Excellent attention to detail
• Curious mind with a desire to continue to learn and grow professionally
• Capability to work both independently and as part of a team.
• Ability to collaborate with a team remotely
• Versatility, flexibility, and a willingness to adapt to new challenges

EDUCATION AND EXPERIENCE REQUIRED:

• Minimum High School Diploma required, College Degree with focus in Business, Marketing or Technology strongly preferred
• 5 years of experience in website management, ecommerce, and digital marketing with a proven track record in driving conversions and successful migrating and re-platforming eCommerce storefronts & websites.
• Expertise in Shopify and Adobe Commerce Cloud (Magento) preferred. Also desired experience with common eCommerce plugins including sales tax, credit card processing, fraud protection, shipping and other eCommerce apps and toolkits
• Experience with Google Analytics (GA4), HotJar, Google Tag Manager, Google Search Console and other analytics tools.
• Hands on ERP system use, with full understanding of the Order to Cash cycle, Inventory, Operational Reporting, and Master Data. Netsuite strongly preferred

Computer equipment and level of software requirements:

• Must be proficient in MS Word, MS Excel and PowerPoint

Specific Knowledge, licenses, certifications REQUIRED:

• None

TRAINING REQUIREMENTS:

• None

.

PHYSICAL DEMANDS:

• None

PHYSICAL PROTECTIVE EQUIPMENT:

• None

WORK ENVIRONMENT:

• Usual office working conditions, occasional business travel to attend conferences, meetings, events or training (less than 5%).

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other

job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the essential levels of knowledge, skills, or abilities.

We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.