Retail E-Commerce Manager - St. John

Retail E-Commerce Manager

Position Title: Retail E-Commerce Manager

Reports to: Store Director

FLSA Status: Non-Exempt

Position Summary:

The E-Commerce and Rewards Operations Associate support the store's online shopping and digital loyalty program to ensure seamless and positive customer experience. This role bridges in-store and online operations by fulfilling orders, managing order accuracy, assisting customers with digital tools and promoting digital savings programs such as the weekly ad, coupons and rewards. The associate plays a key role in improving and optimizing customer service, driving sales and increasing engagement in the digital platform.

Key Accountabilities:

1. Work with and assist the shoppers to ensure timely and accurate order picking, packing, and delivery, including fulfilling orders.

2. Verify order details, substitutions, and item availability to maintain high fill rates and reduce errors across all orders.

3. Assist in maintaining accurate pricing and product listings within the store's eCommerce system.

4. Communicate with store departments (Deli, Produce, Bakery, Floral, Meat & Seafood) to ensure orders are completed efficiently.

5. Coordinate with IT and Operations to resolve technical issues and optimize fulfillment workflows.

6. Report recurring issues, customer feedback, and opportunities for process improvement to store leadership and e-commerce manager.

7. Assist E-commerce team on maintaining the image catalogue online.

8. Assist customers in navigating digital tools such as the store's app, website, and rewards program.

9. Encourage customers to sign up for the rewards program.

10. Maintain signage and marketing materials for digital promotions at key customers and associate touchpoints (Service desk, entrance, checkout, breakrooms etc.).

Core Competencies:

1. Digital Expertise: Strong understanding of e-commerce platforms, online merchandising, and digital marketing strategies.

2. Customer Focus: Committed to creating a positive and efficient online shopping experience.

3. Analytical Thinking: Uses data and insights to drive decision-making and performance improvements.

4. Collaboration: Works cross-functionally with marketing, operations, IT, and merchandising.

5. Leadership: Provides clear direction and support to e-commerce and store teams.

6. Innovation: Continuously seeks new ideas to enhance digital engagement and grow online sales.

Position Requirements:

• High school diploma or equivalent.
• Previous experience in customer service, retail, or eCommerce preferred.
• Strong communication and problem-solving skills.
• Comfortable using mobile apps, computers, and digital systems.
• Positive attitude with the ability to multitask in a fast-paced environment.

• Flexible schedule with occasional evening, weekend, holiday availability, or assisting other stores

Diversity Statement:

At Indiana Grocery Group, we believe in diversity and inclusion and always value and treat everyone with dignity and respect. Our associates are passionate about providing excellent customer experiences and helping our associates grow. In order to sustain this culture, we will welcome individuals who are diverse in race, color, creed, religion, sex/gender, sexual orientation, gender identity or expression, age, marital status, national origin, ancestry, disability, veteran status, genetic information, or any other legally protected status. Also, we are committed to sustaining a professional working environment where everyone feels welcome, important, and appreciated.