The Ecommerce Operations Manager will be responsible for day-to-day management of the Ecommerce business, reporting to the VP of Digital. The candidate has a proven track record for project management and will be responsible for optimizing the Ecommerce website and all online marketplaces to drive growth in traffic, conversion rate, and ultimately sales. They will own buying strategy and operations across all digital channels (proenzaschouler.com and Farfetch.com, and additional marketplaces), create and maintain the Ecommerce catalog, optimize inventory across all digital/marketplace channels, manage cross-recommendation merchandising, oversee outbound/inbound operations, and customer care. Key skills: data-driven approach to problem solving, excellent attention to detail, and the ability to prioritize multiple projects in a fast-paced environment.
Responsibilities
Website Optimization and Management
- Own end-to-end management of product catalog on brand website and marketplaces: extract product catalog from ERP (product attributes, geo-pricing, etc), upload to Shopify via Matrixify, and quality-check all imagery and copy uploaded to site.
- Collaborate with Ecommerce production colleagues to ensure cross-recommendation and shop-the-look merchandising is optimized based on sales and engagement data.
- Analyze GA4 website analytics, and Shopify trade, sales, returns, and customer data on a daily, weekly, and monthly basis.
- Monitor Return Rates by channel and category on weekly, seasonal, and annual basis and develop strategies to improve performance. Act as a key internal stakeholder on communicating product/process ideas to reduce return rate.
- Advocate for, roadmap, and lead development teams to build and test new features and optimizations for website with the goal of improving customer experience, conversion rate and sales.
- Identify and troubleshoot website bugs and constantly monitor website and data to drive improvements in the online shopping experience.
Buying, Inventory Management, Marketing
- Collaborate with Planning team on buying/replenishment order flow for all digital/marketplace channels.
- Work closely with Marketing and Content teams to advise on inventory availability and sales goals.
Operations/Logistics/Customer Care
- Co-own strategy for Customer Care with the Operations Team ensuring adherence to CS policies, building new processes as needed, and suggesting improvements for existing rules. Consistently track competitive landscape for best-in-class customer experience.
- Support segmentation of customer lists and support the omni-channel VIP program.
- Monitor stock, order, pre-order, and return flow across brand website and marketplaces and act as a key stakeholder in resolving integration issues.
- Manage pre-order stock and operational flow across brand website and marketplaces.
Marketplace/Partnership Strategy
- Identify marketplaces and partnerships to drive digital channel growth.
- Manage catalog, production, and visual merchandising across key marketplace partner sites.
- Secure organic or paid marketing support from partners platforms and channels
- Ensure smooth outbound and inbound operational flow for drop-ship partners. Update processes as needed to optimize customer end-customer experience.
The Ideal Candidate
- +5 years of experience in E-commerce, Planning, Digital Marketing, Data Analytics, or Consulting. Finance and traditional planning background is also welcome. A basic understanding of statistics is key.
- Essential Technical Skills: Shopify, Matrixify, GA4 and advanced Excel.
- Additional Technical Skills: RLM and Warehouse Management Systems (WMS) a plus, but not required.
- Exceptional attention to detail, data-driven problem-solving abilities, and process-obsessed.
- Excellent analytical, writing, and presentation skills.
- An inquisitive mind that explores not only the what but also the why in the data.
- A self-starter with the ability to problem solve and brainstorm in a fast-paced, collaborative environment and act with a strong sense of accountability.
- Ability to work effectively with and present to individuals at all levels.
- A keen listener, capable of receiving feedback and pivoting strategy with agility and analytical aptitude.
- A curious mind that has a finger on the pulse of technology, digital marketing, retail, and fashion. Not afraid to question his/her own preconceptions and testing new initiatives.
The targeted base salary range for this role is $70,000-$80,000. Actual salary offered may be outside of this range based on factors such as, relevant skills, qualifications, and experience. This role is also eligible for additional benefits including an annual performance-based incentive program and a seasonal clothing allowance.