CX + Ecommerce Manager

CX + Ecommerce Manager (In-Office)MDT Sporting Goods, Chilliwack, BC.MDT is one of the fastest-growing brands in the precision rifle industry. We design and manufacture chassis systems, bipods, magazines, accessories, and gear trusted by competitive shooters, hunters, and professionals worldwide. We innovate fast, launch often, and push hard.We need someone who can do the same.We're hiring a CX + Ecommerce Manager to take full ownership of our online customer journey, ecommerce performance, and continuous improvement cycle. This is an in-office role and a critical hire as we scale.Our growth target over the next 3–5 years is aggressive. We're not shy about that. We need someone who can own the full customer experience end-to-end… every week… and ship improvements without needing to be constantly pushed.What This Role Is Really AboutYou own the entire online customer experience, from landing on the site to checkout, to post-purchase, to support insights, and you turn it into a machine that gets better every single week.You're not a "keep the lights on" website admin. And you're not just a big-picture thinker who avoids doing real work.You're the operator who understands ecommerce, sees problems before customers do, and leads the team responsible for making sure our CX is frictionless, fast, and revenue-driving.You will manage ecommerce operations, collaborate tightly with development and design, and help push our customer support team to evolve from reactive to proactive.What You'll OwnEcommerce Performance & OptimizationOwn website performance, CRO initiatives, customer journeys, and onsite experienceShip weekly improvements to UX, flow, navigation, checkout, and performanceRun A/B tests, review analytics, and act on data to remove friction and increase revenueWork with dev/design to implement site updates and improvementsCX OwnershipMake the entire customer experience smoother, faster, and more predictableUse CS insights to proactively improve policies, communication, and product pagesBuild feedback loops between support -> product -> marketing -> ecommerceEnsure customers always know what to expect and rarely need to askTeam LeadershipLead the dev and design resources dedicated to ecommerce/CXHelp to guide the Customer Support, helping them evolve processes, systems, and performance where applicableBuild alignment across marketing, ops, and support for a unified CX approachCustomer Insights & Continuous ImprovementTurn website data, support tickets, reviews, and customer pain points into actionable improvementsBuild dashboards, weekly summaries, and monthly CX reportsDrive initiatives that reduce ticket volume and increase satisfactionImprove communication and clarity across all customer touchpointsEmail & Lifecycle SupportSupport email flows, transactional messaging, and post-purchase communicationEnsure all messaging aligns with the intended customer experienceWebsite OperationsCollaborate with developers to ship clean, stable releasesEnsure product pages, landing pages, and key site sections stay accurate and optimizedOwn the backlog, roadmap, and prioritization of ecommerce improvementsYou're the glue. The operator. The person who keeps the entire online experience moving forward without a stall.Who You Are1. You're an Operator FirstYou understand ecommerce deeply and you know how to make it better, faster, and more profitable. You get things done and you don't need to be pushed.2. You Think in Systems, Not TicketsYou don't fix problems one at a time; you fix the system so the problem doesn't come back.3. You're Hands-On and Not Afraid to Get DirtyYou run A/B tests, check analytics, review pages, find friction, and work directly with dev/design to ship improvements weekly.4. You Elevate TeamsYou don't replace people, you make them better. You support the CS Manager, guide the dev/design team, and create clarity and accountability.5. You Use Data to Drive DecisionsYou don't guess. You measure, test, improve, and track progress every week.6. You're Here to Scale With UsThis role will grow. The impact will grow. You're ready to take the reins and run with it.What You Bring4+ years in Ecommerce, CRO, UX, or CX rolesExperience running A/B tests, CRO initiatives, and data-backed improvementsStrong understanding of customer journeys, onsite experience, and lifecycle communicationAbility to lead developers/designers and manage complex roadmapsStrong communication and ownership mentalityComfortable making decisions quickly and moving projects forward**(Bonus) Experience with Magento 2, SEO fundamentals, or firearms industry knowledgePosition DetailsLocation: Chilliwack, BC (in-office)Reports to: VP of Sales & MarketingCompensation: Competitive salary + benefits (based on experience)Job Types: Full-time, PermanentPay: From $85,000.00 per yearBenefits:Company eventsDental careExtended health carePaid time offRRSP matchVision careAbility to commute/relocate:Chilliwack, BC: reliably commute or plan to relocate before starting work (required)Experience:E-commerce: 4 years (preferred)UX: 4 years (preferred)CX: 4 years (preferred)Work Location: In person