Consumer Experience & E-Commerce Manager

Job Description

Job Description

Job Title: E-commerce Manager

Reports To: General Manager – Business

Location: Boulder, CO

Job Summary: The E-commerce Manager is the strategic lead responsible for the growth, profitability, and operational excellence of our multi-channel digital ecosystem. This role oversees D2C (Direct-to-Consumer), DTC marketplace, Third-Party Partnerships, and B2B e-commerce channels.

The ideal candidate will bridge the gap between high-level sales strategy and day-to-day execution, managing a support team to deliver a seamless omnichannel experience. You will be responsible for maximizing sales opportunities across all platforms while ensuring that retailers and consumers receive industry-leading service and support.

Essential Duties & Responsibilities

• Channel Management: Lead the strategy and execution for the D2C webstore, DTC marketplace, and B2B portals. Identify and launch new third-party marketplace opportunities.
• Team Leadership: Supervise and mentor the Consumer Support and E-commerce operations team, ensuring high performance in order processing, inquiry resolution, and customer satisfaction.
• Promotional Strategy: Develop and execute profitable sales promotions across B2C and B2B channels, including catalog management for closeouts and seasonal campaigns.
• Omnichannel Integration: Collaborate with Marketing and IT to create a unified experience across B2C and B2B platforms, ensuring a seamless flow for both retailers and end consumers.
• Data & Analytics: Monitor and report on KPIs across multiple platforms using Google Analytics and internal data sets. Provide actionable insights on sales performance, margin credits, and consumer engagement.
• Operations & SOPs: Establish and maintain Standard Operating Procedures (SOPs) for order fulfillment, returns, and credits. Manage plugin integrations (e.g., reviews, chat, and CX tools).
• Cross-Functional Collaboration: Act as the primary point of contact for Product Management to ensure inventory health and profitability. Partner with Global Digital teams to build a consumer digital experience that enhances the brand performance (Giant, Liv, Momentum).

General Management Activities

• Provide comprehensive weekly, monthly, and quarterly reporting on channel growth, margins, and consumer trends.
• Oversee departmental budget and ensure all digital initiatives are cost-effective and ROI-driven.
• Audit team performance to ensure all team members are meeting KPIs.

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Qualifications

• B.A./B.S. or equivalent work experience
• Experience: 5+ years in E-commerce sales; 3+ years in a management or leadership role.
• Marketplace Expertise: Proven track record managing Amazon Marketplace (Seller Central/Vendor Central) and 3rd-party partnerships.
• Technical Proficiency: Advanced skills in MS Office, Google Analytics, and AdWords. Familiarity with Adobe Creative Suite (Illustrator/Photoshop) is a plus.
• Mid-High level experience with Salesforce and Shopify platforms.
• Understanding of SEO and GEO
• Strategic Mindset: Strong business judgment with the ability to make logical, profit-driven decisions independently.
• Communication: Excellent written and oral communication skills; able to translate complex data into clear updates for the General Manager.
• Adaptability: A "results-oriented" professional who thrives in a fast-paced environment and can manage multiple platforms and projects simultaneously.
• Nice to have: Experience in the cycling or outdoor industry.