Job Description

The Senior Manager of eCommerce is responsible for the seamless operation and continuous improvement of our online business. This role prioritizes eCommerce operations, Shopify platform management (back-end and select front-end), and customer service excellence. The Senior Manager will work cross-functionally to ensure the online store delivers a premium brand experience, supports sales growth, and meets evolving customer expectations.

Essential Duties and Responsibilities

eCommerce Operations

• Oversee all day-to-day eCommerce operations, ensuring order fulfillment, inventory accuracy, and timely shipping.
• Implements short and long-range objectives, policies, budgets and operating plans for the eCommerce business unit, and oversees their implementation and achievement
• Manages web site analytics including performance tracking, path optimization, data management and analysis of eCommerce activities
• Identifies and tracks analytics to support business strategy.
• Monitor and optimize operational workflows for efficiency and customer satisfaction.
• Collaborate with warehouse, logistics, and retail teams to ensure seamless integration between online and offline channels.
• Collaborates with technology teams to enhance eCommerce functionality and stays current on industry trends.

Shopify Platform Management

• Manage the Shopify back end, including product uploads, pricing, inventory management, and site maintenance.
• Implement and maintain front-end updates to ensure a user-friendly, brand-aligned, and conversion-optimized experience.
• Troubleshoot technical issues, coordinate with IT partners, and oversee regular platform enhancements.

Customer Service

• Lead the eCommerce customer service function, ensuring a responsive, solution-oriented, and brand-appropriate approach.
• Analyze customer feedback and service metrics to identify opportunities for improvement.
• Develop and update customer service protocols to align with best practices and brand standards.

Cross-Functional Collaboration

• Work closely with marketing, merchandising, IT, and retail teams to support product launches, campaigns, and promotions.
• Ensure consistent brand messaging and visual merchandising across all digital touchpoints.
• Provide eCommerce insights and reporting to inform business decisions.

Team Leadership

• Recruit, train, and develop a high-performing eCommerce team.
• Foster a collaborative, accountable, and growth-oriented work environment.

Additional Responsibilities

• Maintain a high degree of professionalism in all communications and interactions.
• Demonstrate flexibility and willingness to adapt to changing business needs.
• Adhere to all company policies, procedures, and safety regulations.
• Perform additional duties as assigned by management.

Minimum Qualifications

• Bachelor’s degree in business, Marketing, IT, or related field.
• Minimum 7 years of eCommerce experience, with at least 3 years in a management or senior operations role.
• Proven experience managing Shopify eCommerce platform essential.
• Strong analytical, organizational, and problem-solving skills.
• Excellent written and verbal communication abilities.
• Experience in luxury apparel or retail preferred.

Competencies

• Operations Management
• Technical Proficiency (Shopify)
• Customer Focus
• Business Acumen
• Cross-Functional Collaboration
• Team Leadership
• Strategic Problem Solving
• Results Orientation
• Adaptability

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