Responsibilities

• Website Management & Optimization: Manage the day-to-day performance and maintenance of the e-commerce website, ensuring optimal speed, functionality, and usability in line with brand standards.
• Collaborate with IT to troubleshoot issues, enhance user journeys, optimize pages (category, brand, and product), and improve overall site performance.
• Inventory & Order Management: Coordinate with Brand partners inventory and logistics teams to ensure product availability and order fulfillment.
• Oversee the order processing system, ensuring smooth and timely delivery.
• Maintain accurate product listings, pricing, and stock levels.
• Customer Experience & Service: Monitor customer service processes related to online orders, returns, and exchanges to ensure a seamless and premium customer experience.
• Address escalated online customer inquiries and ensure timely, professional, and personalized resolutions.
• Identify areas for improvement within the online customer journey and implement enhancements to improve satisfaction and retention.
• Digital Marketing & Customer Engagement: Work closely with the digital marketing team to provide effective newsletter content to drive traffic and increase online sales and drive engagement of Bal Harbour Shops Access members.
• Manage automated campaigns of the Loyalty program.

Requirements

• Bachelor’s degree in E-Commerce, Marketing, Business Administration, or a related field.
• Minimum of 4 years of experience in Ecommerce and Digital Marketing.
• Background in data analysis, merchandising, and campaign optimization.
• Experience working with CMS platforms, e-commerce solutions (e.g., Shopify, Magento, or similar), and analytics tools (Google Analytics, SEMrush, etc.).
• Strong knowledge of eCommerce standards, best practices, and systems, ideally in both DTC and Marketplace.
• Proficient in e-commerce platforms (Shopify, Magento, etc.), website optimization tools, and CRM software.
• Familiar with HTML, CSS, and website troubleshooting (basic knowledge), as well as CRM and email marketing platforms.
• Knowledge of Loyalty program and CRM management.
• Proficiency with Google Analytics and other marketing and analytics tools.
• Ability to see bigger picture while also managing operational details, with track record in Project Management.
• Strong communication and interpersonal skills, with the ability to collaborate effectively across departments (with creative, marketing and technical teams) and with external partners and brands.