Reporting directly to the Head of Customer, the eCommerce Manager will be responsible for driving the growth of the E-Commerce business by enhancing customer experience, managing customer order fulfilment, technology, and infrastructural plans. This role will oversee and ensure we meet revenue goals for the eCommerce platform as well as lead the areas of eCommerce Platform strategy, online sales and promotional activity, and CRM strategy and management.
We are ideally looking for someone who has experience in both D2C and B2B ecommerce channels, plus local and international markets as this role will entail all listed.
Key Responsibilities eCommerce Platform Management & Strategy:
Collaborate with our dynamic team to deliver exceptional online experiences, manage large revenue streams, and drive key metrics such as conversion, retention, and lifetime value.
Support and implement the digital roadmap, ensuring timely and budget-conscious execution of e-commerce initiatives for both Australian and International markets.
Manage and optimise large multi-channel e-commerce platforms, enhancing user experiences and conversion rates.
Oversee website design, integrations, and ensure alignment with brand strategy and promotional calendars.
Implement technological updates and strategies to maintain high-functioning, innovative e-commerce sites.
Ensure compliance with web hosting, security, and data privacy standards across Australian and International markets.
Stay ahead of industry trends to recommend and implement best practices. CRM Strategy & Management:
Develop and implement a CRM strategy to improve customer retention, loyalty, and lifetime value. This includes segmenting customers, targeting them with personalised campaigns, and automating communication.
Analyse customer data to create detailed customer segments based on behaviour, purchase history, demographics, and other relevant factors.
Use CRM tools to deliver personalised experiences, including targeted email campaigns, personalised product recommendations, and tailored promotions.
Map out the customer journey and identify key touchpoints where CRM can enhance the experience, from acquisition to post-purchase. Email Marketing & Automation:
Plan, execute, and optimise email marketing campaigns to engage customers, promote products, and drive sales. This includes newsletters, promotional emails, and automated drip campaigns.
Develop automated workflows for key customer touchpoints, such as welcome emails, abandoned cart reminders, post-purchase follow-ups, and re-engagement campaigns.
Conduct A/B testing on email subject lines, content, and layouts to improve open rates, click-through rates, and conversions. Data Analysis and Reporting:
Analyse customer data to identify trends, preferences, and opportunities for growth. Use insights to refine CRM strategies and eCommerce practices.
Provide regular reports on key metrics, such as customer acquisition, retention rates, conversion rates, and sales performance. Use these insights to inform decision-making and strategy adjustments.
Measure the return on investment (ROI) of CRM campaigns and eCommerce initiatives, ensuring that resources are used effectively to drive growth. Customer Retention and Experience:
Implement strategies to retain customers, such as re-engagement campaigns for lapsed customers, personalised offers, and exceptional post-purchase support.
Ensure that customer-facing communications, such as customer service emails and website content, reflect the brand's tone and values.
Ensure that customer support teams are integrated into the CRM system, allowing them to access customer data for more personalised and effective service.
Create a feedback loop between customer support and CRM, using insights from customer interactions to improve CRM strategies and eCommerce practices. Collaboration and Leadership:
Work closely with other departments, such as marketing, sales, product development, and customer service, to ensure that CRM and eCommerce strategies align with broader business objectives.
Lead and manage the CX/ Digital team, ensuring they are aligned with the overall CRM and eCommerce strategies and have the support and resources needed to succeed. Innovation and Continuous Improvement:
Stay up to date with industry trends and best practices in CRM and eCommerce, continuously looking for ways to innovate and improve the customer experience and business performance.
Identify and implement new technologies that can enhance CRM capabilities and eCommerce performance, such as AI-driven personalisation tools or advanced analytics platforms. Report to Head of Customer
Responsible for Team Leadership/ Mentoring/ Development:
Previous experience managing, developing and mentoring a team is imperative as this role will have two direct reports:
• E-Comm & Customer Coordinator
• Customer Coordinator
Skills marketing-&-comms design
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