Responsibilities

• Manage the day-to-day operation of the website (Shopify Plus), including product listings, pricing, promotions, stock accuracy and content updates
• Own the customer journey end to end, identifying and resolving friction points to improve conversion rate and average order value
• Act as first point of contact for customer service across email, social and live chat, responding to queries, complaints and order issues promptly and professionally
• Manage returns, refunds and order resolution in line with company policy, keeping customer satisfaction and brand tone front of mind
• Monitor website performance (uptime, page speed, checkout flow) and liaise with developers or agency partners to troubleshoot and resolve issues
• Plan and execute site updates for seasonal campaigns, product launches and collaboration drops (e.g. hero collab windows), working to agreed timelines
• Own the collaboration launch calendar as it relates to the website, ensuring landing pages, product pages and promotional mechanics are live and tested ahead of key dates
• Work with the growth marketing and PR partners to ensure the website supports campaign activity, including tracking, UTMs and promotional codes
• Maintain accurate reporting on sales, traffic, conversion and customer service KPIs, sharing insights and recommendations
• Ensure the website remains compliant with relevant advertising and product regulations, including HFSS restrictions where applicable

Requirements

• Proven experience managing an ecommerce website, ideally on Shopify or Shopify Plus
• Experience handling customer service in a DTC or retail environment, with a calm, solutions-focused approach
• Comfortable working with agency and developer partners to manage site updates and fixes
• Strong organisational skills with the ability to manage multiple launches and deadlines simultaneously
• Good working knowledge of ecommerce analytics (e.g. Shopify analytics, Google Analytics) to inform decisions
• Clear, warm written communication skills suited to direct customer interaction
• A genuine interest in DTC, food and brand-led retail; Food Industry experience preferred but not essential

Preferred

• Food Industry experience preferred but not essential