eCommerce Customer Support Manager jobs in Charleston, SC

Position Overview:

We are seeking a strategic and detail-oriented eCommerce Manager to drive online sales, optimize the customer journey, and enhance product storytelling. This role combines data analysis, site merchandising, and content management to support our eCommerce strategy through actionable insights and hands-on implementation. Reporting to the eCommerce Director, you’ll collaborate with marketing, product, and finance teams to deliver an engaging, high-converting shopping experience that aligns with brand goals and business growth.

This is an onsite, full-time role.

Key Responsibilities:

Data Analysis & Reporting

• Gather and analyze eCommerce data from platforms like Shopify, Google Analytics, and customer surveys to understand site performance and customer behavior.
• Generate and present weekly, monthly, and quarterly reports on KPIs, including traffic, conversion rates, average order value, and customer acquisition costs.
• Track and evaluate the impact of campaigns, product launches, and promotions, providing actionable insights and recommendations.

Conversion Rate Optimization (CRO)

• Identify friction points in the customer journey and lead A/B testing and other optimization initiatives to improve conversion rates and reduce cart abandonment.
• Analyze checkout behavior and propose strategies to enhance user experience and increase successful transactions.

Customer Segmentation & Behavior Analysis

• Conduct in-depth analyses of customer segments, retention patterns, and purchasing behaviors to inform targeted personalization strategies.
• Collaborate with the CRM team to refine segmentation approaches and identify opportunities to increase customer lifetime value.

Forecasting & Trend Analysis

• Work with finance and product teams to forecast sales, revenue, and inventory needs based on historical data and market trends.
• Monitor industry trends and competitor activities, sharing insights to inform product development, content, and marketing strategies.

Content & Product Management

• Develop, manage, and regularly update product content, including descriptions, images, and specifications, ensuring brand consistency and SEO best practices.
• Coordinate with suppliers and internal teams to ensure product information is complete, accurate, and engaging.
• Collaborate with design and development teams to maintain a visually compelling site layout that effectively showcases products.

Site Merchandising

• Curate product assortments, collections, and featured items to enhance engagement, conversion, and alignment with seasonal trends and promotions.
• Set up and monitor promotions, discounts, and product bundles to drive sales and customer engagement.
• Work with cross-functional teams to support product launches, seasonal promotions, and special events.

Dashboard Development & Automation

• Build and maintain dashboards to provide real-time eCommerce performance insights.
• Identify opportunities to automate reporting and streamline data collection for efficiency and accessibility.

Cross-Functional Collaboration

• Partner with marketing, product development, and customer service teams to align on eCommerce objectives, digital marketing initiatives, and product launches.
• Provide insights to shape digital marketing, enhance customer service, and refine overall eCommerce strategies.

Qualifications:

• Bachelor’s degree in Business, Marketing, Data Science, or a related field.
• 3 years of experience in an eCommerce management, content/merchandising, or analysis role within a direct-to-consumer (DTC) or eCommerce environment.
• Proficiency with eCommerce platforms (Shopify preferred), analytics tools (Google Analytics, Excel, SQL).
• Strong analytical skills and experience with customer segmentation, lifetime value analysis, and forecasting.
• Experience managing content, merchandising products, and applying SEO best practices.
• Excellent organizational skills, attention to detail, and the ability to manage multiple projects.
• Strong written and verbal communication skills, with the ability to present data-driven insights effectively.

Why Join Us?

• Impactful Work: Be part of a company transforming wellness and performance through innovative products.
• Career Growth: Thrive in a dynamic, growth-oriented environment with ample opportunities for skill and career development.
• Collaborative Culture: Join a team that values creativity, teamwork, and data-driven decision-making, with a focus on delivering a top-tier digital shopping experience.

If you’re passionate about eCommerce, skilled in data analysis, content management, and merchandising, and ready to make an impact, apply today to help shape the future of our online presence!