eCommerce General Manager

Job Purpose

The eCommerce General Manager is responsible for the online sales of the brand. Oversee the look and feel of the company website and are responsible for generating sales via online channels. Manage digital marketers and web and software developers who contribute to website traffic, design, and structure.

Role and Responsibilities

• Execute strategies to hit KPIs and grow traffic
• Own the site experience and leverage customer on-site behavior and analytics to increase revenue, conversion, and engagement.
• Weekly/daily management of eCommerce calendar to support new product launches and promotional programs, seasonal events and ensure timely execution.
• Predominantly responsible for monitoring and improving CX functionality, checkout, add-to-cart rate, conversion rate, and for lower bounce rate and exit rate
• Day to day management of A/B testing; propose tests based on observed customer behaviors that will result in further learning and optimization of key metrics. Analyze learnings and implement optimizations quickly and at scale
• Have a high-level understanding of digital marketing and be able to collaborate with the marketing manager to identify and grow opportunities.
• Analyze and report on site KPI's to understand the performance increases and decreases.
• Understand previous period performance and market conditions to recommend strategies that consistently exceed client targets.
• Coordinate SEO/SEM optimization and on-site content and copy
• Track shopping behavior metrics (i.e. abandoned cart rate) to implement actions that improve the website's customer journey.
• Manage site development
• Bring key functionalities to the website to support customer
• Interface with external product developers on all system-related projects and challenges. Identify and plan for short- and long-term technical upgrades.
• Keep up to date with evolving online media and technology trends and explore new and effective products or enhancements that will improve site experience and generate revenue and profits.
• Execute best practices on site
• Perform general site audits to ensure general health of site and efficient customer journey.
• Drive site updates and new functionality to improve KPIs.
• Define and execute merchandising strategies in line with brand guidelines to achieve goals [KPIs, collection etc.]
• Offer strategies for merchandising collections for optimal search and experience
• Assure all collections and pages have relevant page title, on-page copy, and meta descriptions.
• Spoke Management
• Primary point of contact for cross functional partners.
• Monitor warehouse and customer service SLAs (shipping, receiving, returns and calls, chat services, CTO ratio) daily.
• Communicate promotions, inventory, site changes, etc. that may impact other departments.
• Training and retention
• Mentor and train coordinators on ecommerce best practices and operational efficiencies
• Be a valuable asset providing industry leading expertise on all things ecommerce.

Qualifications and Education Requirements

• Minimum 3 to 5 years' experience in a similar role
• Bachelors' degree in Digital Marketing or related field.

Preferred Skills

• Knowledge of implementing digital marketing concepts such as PPC, SEO, social media, display and affiliate channels.
• Confidence developing and overseeing retail and eCommerce-focused digital marketing strategies.
• Excellent understanding of UX, web design, customer flow and web analysis.
• Confidence in traffic analysis, reporting tools and optimisation.
• Knowledge of Attribution modelling, website speed optimisation, A/B testing, conversion management, sales journey optimisation, traffic analysis and reporting tools.

Work Environment

Flexible work arrangement with some in-office visits.

Physical Demands

Prolonged periods of sitting at a desk and working on a computer.