e-commerce Manager

5 days ago

Montreal, Quebec, Canada DavidsTea Full time

E-commerce Manager

DAVIDsTEA is a leading branded retailer and growing wholesaler of specialty loose leaf tea, offering a selection of signature blends, single-origin teas, and tea-related gifts and accessories through our e-commerce platform and 18 Canadian retail stores. Based in Montreal, we focus on innovative flavours, wellness-driven ingredients, and organic tea. We're making tea fashionable and fun, and we pride ourselves on offering both the best possible service to our customers and a positive work environment for our employees.

About the Role

We are seeking a dynamic, results-driven E-commerce Manager to oversee and optimize our online sales channels. The ideal candidate will have advanced understanding and capability in using the Shopify+ e-commerce platform. They will be responsible for developing and executing strategies to drive online sales growth, enhance the customer experience, and improve conversion rates.

Responsibilities

  • E-commerce Strategy & Execution
    • Develop and implement a comprehensive e-commerce strategy that aligns with the Company's overall business objectives and growth targets.
    • Drive online sales through effective merchandising, promotions, and product launches, ensuring consistent revenue growth.
    • Analyze and optimize conversion funnels to maximize customer acquisition and retention.
  • Shopify+ Platform Management
    • Manage and optimize the Shopify+ platform, ensuring smooth functionality, site performance, and user experience.
    • Oversee the development of custom features and integrations with third-party tools.
    • Manage the product catalog, including listing new products, updating descriptions, and ensuring accurate inventory levels.
    • Address technical issues, working closely with IT or third-party agencies to resolve platform-related challenges.
  • Digital Marketing & Customer Acquisition
    • Collaborate with the marketing team to design, execute, and monitor digital marketing campaigns across various channels.
    • Ensure the website is optimized for search engines, improving organic traffic through effective SEO strategies.
    • Utilize data analytics to identify key customer segments and tailor marketing efforts to enhance engagement and conversion.
  • Analytics & Reporting
    • Monitor key performance indicators (KPIs) such as traffic, conversion rates, average order value (AOV), and customer lifetime value (CLV).
    • Analyze data to make informed decisions on product offerings, pricing strategies, promotions, and marketing efforts.
    • Prepare regular reports on e-commerce performance, providing insights and recommendations to senior management.
  • Customer Experience & Retention
    • Continuously improve the online shopping experience by enhancing site usability, navigation, and design.
    • Work with the customer service team to ensure seamless support and quick resolution of customer issues.
    • Develop and implement customer loyalty programs, focusing on increasing repeat purchases and customer lifetime value.
  • Inventory & Supply Chain Coordination
    • Collaborate with the supply chain team to ensure accurate inventory levels, prevent stockouts, and manage product availability.
    • Optimize shipping and fulfillment processes to ensure timely delivery and minimize costs.
  • Team Leadership & Collaboration
    • Lead and mentor the e-commerce team, providing guidance on best practices and professional development.
    • Work closely with marketing, operations, IT, and finance teams to align e-commerce activities with overall business goals.
    • Manage relationships with external partners, including marketing agencies, affiliates, and other advisors assisting the Company in growing revenues.
  • Industry Knowledge & Trend Analysis
    • Stay informed about industry trends, emerging technologies, and competitor activities to keep the company at the forefront of e-commerce innovation.
    • Conduct regular market analysis to identify opportunities for differentiation and growth.
  • Compliance & Risk Management
    • Ensure the e-commerce platform adheres to legal requirements, including data protection, consumer rights, and payment security standards.
    • Identify and address potential risks related to e-commerce operations, including fraud prevention and cybersecurity measures.

Requirements

  • Bachelor's degree in Business, Marketing, or related field; MBA is a plus.
  • Minimum of 3 years CPG e-commerce experience managing product catalogue within Shopify+, Shopify POS, and Shopify B2B with surrounding customer experience applications.
  • Experience in implementing and configuring Shopify+, POS, and B2B applications.
  • Affinity in developing automated workflows in Gorgias, Klaviyo that improves customer experience and helps drive revenue.
  • Capable of configuring Google Analytics in tag manager; develops reports using applications such as Looker Studio.
  • A demonstrated track record of building and scaling an e-commerce business.
  • Data-driven, client-centric decision making and capable of setting metrics and monitoring progress against objectives.
  • Experience in project management an asset.
  • Team player and resilient in the face of challenges, ambiguity, and change.
  • Excellent verbal and written communication skills.

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