E-Commerce Manager

Epoch Sports is seeking an E-Commerce & Customer Experience Manager to lead the charge across our online storefront and customer journey. This hybrid role combines digital merchandising, website management, campaign coordination, and hands‑on customer support. This is an on‑site position, NOT remote/hybrid. Key Responsibilities E-Commerce Operations (60%) Oversee the Epoch Sports Shopify Plus store, including product uploads, pricing updates, product categorization, collections, and metadata. Monitor and improve website performance, UX, and conversion rates. Coordinate seasonal product drops, campaign pages, sales promotions, and restocks with marketing and creative teams. Ensure on‑site branding, product imagery, and copy reflect current marketing strategy and tone. Track performance KPIs: conversion rate, bounce rate, AOV, UPT, return rate, and site speed. Collaborate with fulfillment and warehouse teams to ensure accurate inventory flow and timely shipping. Manage integrations and tools such as Klaviyo, Gorgias, Google Analytics, Meta Ads, and post‑purchase flows. Customer Experience (40%) Provide responsive, solution‑oriented customer support via Gorgias (email, chat, and phone). Resolve issues related to orders, returns, shipping delays, product sizing, and general inquiries. Update and maintain FAQ, sizing guides, return policies, and automated responses to improve self‑service options. Track and elevate recurring feedback to internal teams (product, ops, design). Represent the voice of the customer in strategic meetings to enhance the overall user journey. Maintain a helpful, professional, and brand‑aligned tone across all customer communication. Qualifications 2–4 years of experience in an e‑commerce or DTC brand, ideally within sports, athletic wear, or consumer products. Proficiency with Shopify Plus, Google Analytics, and Gorgias (or comparable customer support platform). Strong written communication skills and an instinct for customer tone and messaging. Ability to analyze data, identify trends, and implement site optimizations. Comfortable working cross‑functionally in a fast‑paced, startup‑like environment. Organized, adaptable, and self‑motivated with an entrepreneurial mindset. Passion for sports, athletics, and performance gear – a strong plus. Bonus Skills (Not Required but Preferred) Familiarity with paid media platforms (Meta Ads, Google Ads). Experience with Klaviyo or email/SMS campaign coordination. Working knowledge of inventory systems and warehouse operations. Exposure to visual merchandising or light graphic editing (e.g., Canva, Adobe Express). EEO Statement Eccalon provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. EEO is the law. #J-18808-Ljbffr