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- E-Commerce Manager
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Starting Salary Range:
$60,500 - $80,000
Summary of Key Responsibilities:
Under the direction of the Store Director, manages all aspects of mail-order/WEB area of the General Merchandise Division including customer service; processing customer orders/returns; order fulfillment; data/product management on administration sites, maintenance of current product availability, marketing/promotion calendar, budget preparation; web/product performance analytics; new initiatives development/implementation. Coordinates system-wide modifications that impact universal webstore functions.
The website's sales, profitability, and daily operations fall primarily within the purview of the E-Commerce Manager. The eCommerce manager will use best practice procedures and creative solutions to make sure the online customer experience adheres to the brand's ideals and strategy while exceeding consumer expectations.
Team Leadership Standards
Lead and motivate the Bearwear e-Commerce team to be high performing and highly engaged to foster a positive culture, whilst maximizing store profitability and efficiency.
Set clear goals and professional development pathways for team individuals to grow and succeed.
Maintain strong relationships across key departments including Retail, Marketing, Customer Service, and Distribution within the ASUCLA organization.
Maintain open communication with UCLA store managers to look for efficiencies and sharing of knowledge across regions.
Sales & Profitability
Manage the UCLA store e-Commerce sales, margin, and profitability targets, along with ongoing monitoring and forecasting as required.
Full P&L responsibility for UCLA store business, including the efficient management of online expenditure within agreed budget limits.
Lead the annual budget planning process working in conjunction with key departments.
Set clear KPIs and metrics to measure and drive online business performance.
Work with supply chain teams and finance on demand and fulfillment forecasts.
Weekly, monthly, and quarterly reports that explain the site's performance in comparison to established benchmarks and industry standards are prepared and sent.
Define and plan activities to achieve financial forecasts and budgets for eCommerce growth and profitability.
Partner with relevant teams and external agencies to achieve input goals (traffic, conversion, etc.) and drive sustainable revenue outcomes.
Make that paid performance marketing is effectively capitalized on to promote client acquisition, conversion, and retention.
Lead all operational functions for eCommerce to ensure the day-to-day trade is operating at maximum profitability and efficiency.
Engage with appropriate departments to ensure any disruptions to trade, customer, or fulfillment are remedied in a timely matter.
As the business owner, represent the interests of the online customer and online team by being a proactive subject matter expert for major development projects.
Along with the appropriate departments, continue to create and take the lead on new customer service and distribution projects to make sure that effective and best-practice standards are put in place and upheld to increase customer satisfaction and onsite conversion.
Review key metrics for e-Commerce on a regular basis, including the review of customer feedback.
Ensure that the end-to-end customer journey and site trade is continuously optimized through timely content coordination, functionality development, platform, and consumer analytics, and exceptions reporting.
Inventory & Product Management
Lead product life cycle on multiple eCommerce channels together with the e-commerce merchandising team, ensuring eCommerce initiatives are in line with the overall business objectives.
In collaboration with the e-commerce fulfillment manager, retail buyers, and important product stakeholders, develop and implement the e-commerce merchandising plan.
Achieve sales, margin, and sell-through targets.
Provide feedback to product development, buying, and planning teams to meet eCommerce needs in the future.
Ensure channel inventory needs are met and assist with range selection for multiple eCommerce channels
Ensure the seasonal buy is aligned with the overall e-commerce targets by working closely with the UCLA e-commerce fulfillment and student staff.
Review the detail of the seasonal buy to ensure category/sku needs are met, with consideration to multi-channels in the future.
Responsible for e-commerce inventory management.
Oversee the onsite merchandising strategy to ensure online represents both the brand and our customer needs, driving maximum sales performance.
Customer Online Experience
Make sure the websites appropriately represent the brand and value proposition, showcasing both the brand and products.
Collaborate with the UCLA Store managers and ASUCLA marketing team to identify opportunities across channels to improve both conversion and customer experience. Collect and analyze data as required.
Partner with internal resources and external agencies to refine and execute on strategic roadmap initiatives.
Collaborate cooperatively with the project teams throughout the development cycle to guarantee that projects advance quickly and effectively, will satisfy customer needs, and will offer the desired online consumer experience.
Play a leading role in identifying, evaluating, and planning new opportunities and enhancement projects in collaboration with the fulfillment, Bearwear, and marketing teams to drive higher customer satisfaction and conversion.
Website Content Management
Oversee content planning for the website.
Ensure that the end-to-end process and critical path for product and image enrichment for the online range are optimized and that products are available earlier or in line with the retail channel.
Engage with Bearwear buyers and the Marketing team to understand current online content requirements, and consumer trends and develop a path for optimal end-to-end content management. Collaborate with ASUCLA IT and Marketing team on design and implementation.
Provide direct input into the online marketing calendar requirements, identifying effective processes and roadblocks that may affect the online customer experience.
Ensure that all website information is 100% accurate and up-to-date through a strategic approach to content management, enrichment, and departmental responsibilities.
Retail Store and Online Promotions
Work on a 12-month promotional and offers a plan with the wider retail business.
Plan and carry out all key sales events' promotions and offers while taking into account the impact on all customers—online, in retail, and in wholesale.
Increase customer conversion, retention, and optimization through best-practice email marketing.
Work with the membership/loyalty team on customer acquisition, retention, and expansion efforts.
Hires, schedules, trains, evaluates, and counsels staff in all eCommerce activities. Assists in other areas of the Division and performs special assignments. Hours may include evenings/weekends, and variable shifts.
Requires 5+ years of experience managing a high-volume retail apparel operation. Experience must demonstrate in-depth knowledge of current retail management practices including open-to-buy; effective personnel management, organization, and development practices; effective interface with diverse individuals/groups; a broad range of experience in financial planning and expense control. Requires PC word processing/spreadsheet and retail systems proficiency. BA/BS required, or the equivalent combination of education and experience.
Directly and indirectly, manages professional and part-time/student staff.
Frequent walking, standing, sitting, bending, stooping reaching, pushing, pulling, and lifting up to 30 pounds.
Fingerprinting Background Verification is required.
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