Customer Ecommerce Manager Jobs

Manage our team of customer service agents, including performance reviews, KPI tracking and hiring

Work closely with our operations manager to ensure transparent communications on fulfillment or shipping related issues or delays

You have outstanding customer service experience, ideally with consumer products

Identify and implement customer fraud response and prevention tactics

Regularly review our success metrics (response times, customer happiness, returns and exchanges) and identify new processes and improvements

Act as a point of escalation for our agents if they need support on how to respond to a customer

In-depth knowledge of marketing and category management principles, practices, tactics, and tools

3+ years in product management and/or marketing

Strong MS Excel skills and demonstrated experience leveraging Google Analytics and PowerBI OR Tableau to drive business insights

Experience with sales forecasting, inventory planning, and e-Commerce operations

Excellent analytical and communication skills (both written and verbal)

Experience working in an e-Commerce and/or consumer peripherals business is preferred

Experience of people management, capable of coaching and developing a fast-paced high performing team.

4+ years of eCommerce experience with a major, transactional eCommerce Web site

Experience working with eCommerce / digital platforms, with a data-driven mentality.

Experience working with a major Web analytics and reporting tool such as Adobe Analytics, Test&Target, and Google Analytics 360 is desired

Strong communication, presentation, and influencing skills

Main Accountabilities And Supporting Activities

Act as a thought-leader and go-to expert on eCommerce strategy and execution, while establishing in house capabilities within the commercial organization

You are confident, organized, and competent. You have experience building and executing omnichannel shopper marketing, digital media or commerce plans

At least 5 years’ experience in CPG eCommerce, digital and / or marketing

Engagement with a variety of Employee Resource Groups, which can provide volunteer opportunities, leadership experience, and networking through the organization 

Work within a fast paced and innovative company, meeting passionate colleagues and partners with diverse backgrounds and experiences  

Title: eCommerce Customer Marketing Manager

Monitor all incoming complaints and prevent them from reaching management by de-escalating and listening to the customer

Assist the Customer Service management with continuous improvement project

monitor all incoming complaints and prevent them from reaching management by de-escalating and listening to the customer

Creating a motivated team and sharing your insight and knowledge, motivate the team to meet objectives and targets

Have excellent communication skills with the customer services team and wider business

Assist the Customer Service Manager with weekly performance audit and also monitoring team targets

Experience in customer management- account management- and/or retail sales management- preferably for a CPG company

Experience in applying a customer-first mentality for effective customer management and selling to achieve objectives

Strong sales background with an excellent understanding of business processes and Category Management

Benefits begin immediately upon hire

Build strong relationships with the Customer and internal cross-functional partners to collaboratively deliver a seamless omnichannel experience

Manage special projects and initiatives and develop playbooks to define best practices for long-term success

Familiar with Amazon Sponsored Ad management tools or prior professional experience in digital advertising.

You have experience providing strategic guidance with e-commerce teams and/or managed services experience in the e-commerce space.

Partner with Account Manager to drive customer expansion through identification of value add tools, and meet all renewal targets.

Solid understanding and practical experience managing Amazon Advertising PPC and Amazon DSP (both 2 years+), experience with Walmart Advertising.

Experience working with either Seller Central, Vendor Central or Walmart Marketplace managing accounts or customers.

Extremely strong communication and presentation skills, both written and verbal. Good meeting presence.

Familiar with Amazon Sponsored Ad management tools or prior professional experience in digital advertising.

You have experience providing strategic guidance with e-commerce teams and/or managed services experience in the e-commerce space.

Partner with Account Manager to drive customer expansion through identification of value add tools, and meet all renewal targets.

Solid understanding and practical experience managing Amazon Advertising PPC and Amazon DSP (both 2 years+), experience with Walmart Advertising.

Experience working with either Seller Central, Vendor Central or Walmart Marketplace managing accounts or customers.

Extremely strong communication and presentation skills, both written and verbal. Good meeting presence.

Currently remote, working from home

Manage eCommerce book of business on a daily basis using multiple platforms (eg:.Zendesk, Magento, Syspro plus other custom programs)

Excellent writing and typing skills

Some knowledge of Syspro and Trail systems

Occasional requirements to work from an office

Proactively reach out to customers that have submitted an eCommerce order

Knowledge and understanding of eComm performance management systems eg. SimilarWeb, Profitero, Data Impact, customer self-service portals an asset

Comprehensive total rewards benefits package including Health and Dental benefits that start on day one of employment

Access to Educational Assistance & Tuition Reimbursement

Additional discounts on a variety of products and services offered by our preferred vendors and partnerships

Capabilities building lead within CDT

Knowledge of paid/organic search, digital/programmatic media, digital merchandising, digital marketing, eCommerce routes to market (existing and emerging) required