Ecommerce Store Manager

Job description

We are on a mission to change our customers’ lives, for the better. We believe clean and healthy teeth, skin & hair can be achieved with far fewer products, complexity & suspect chemicals. The mainstream approach to personal care and grooming is out of control and we strive to wake people up to this fact— empowering them with fresh thinking, smarter routines and better products. We painstakingly craft formulations that deliver powerful results, using only natural ingredients. We sell direct to consumers via the web leveraging our trusted brand to spawn customer evangelists. For more about us, our mission and the opportunity we are seizing take a look at our crowdfunding page here.


Sound interesting? Read on.


In this role, you will act as the online Store Manager for AkamaiBasics.com, making sure the front and back-end of the store are working optimally, that the store is well-stocked, and that customers are happy, well informed and keep coming back. You will respond to any and all inquiries while making sure that we continue to improve the customer experience. You are a Doer and Project Manager.


This is all about serving customers -- think Zappos, Nordstrom’s and other iconic retailers. Our very existence is based on being of service. Our products serve, our thought leadership and fresh thinking serve, our site serves, backend and customer interactions serve. We often flip the term and call it serving customer vs customer service.


Key Responsibilities

Customer Service Evangelist (25%)

  • You are the lead on customer service and, as such, we want you to share our passion to build a business that has world-class relations with our clients. This can be a powerful factor in creating buzz and we want you to take the lead!

  • Provide and lead customer service for online sales, including giving guidance and answering product related questions, assistance with online ordering, fielding phone calls, etc. 

  • Keep a diligent eye on daily orders to make sure that processes are operating smoothly and effectively for our customers and be proactive in identifying any challenges or weaknesses that could impact the sales experience

  • Update and enter customer orders in the backend using Shopify and all Apps. Trouble shoot any order issues.

  • Work with marketing/business development to evolve and improve projects and programs related to customer retention, loyalty, cancellations, failed transactions, customer reviews, etc. 

Customer Experience Wizard- Website (25%)

  • Work with Sales & Marketing and Design teammates to identify, manage and implement website improvements, fixes and general updates.

  • Work with web software providers (Shopify, Bold Commerce, etc.) on upcoming features, functionality and bug resolution. Stay informed and report to team relevant information.

  • Be our eyes and ears in regard to the user experience and creatively explore and lead improvement to customer service software and processes

  • Report, manage and work to resolve any website bugs based on customer service inquiries

  • Translating common questions and feedback from Customer Service email to our FAQs, product pages, informational pages and product reviews

Sales & Marketing Operations Collaborator (25%)

  • Manage the day-to-day sales and marketing channels through Shopify, Affiliate programs, Customer referral programs and social media. Really understand our metrics and analytics to get a strong grasp on opportunities to expand and promote our products

  • Manage Newsletter and content publishing.

  • Manage wholesale accounts, support programs and promotions to increase awareness of Akamai across platforms and with our partners and affinity groups.

  • Work with B Corporation to make sure we are compliant and improving on our score

Vendor & Inventory Lead (15%)

  • Monitor inventory and work with our team to make sure production and inventory are able to meet predicted sales

  • Communicate with vendors weekly and/or monthly to make sure everything is running smoothly

  • Coordinate with vendors to make sure that orders are processed promptly and correctly, including insertion of our promotional materials with every order

  • Assist in product development flow and coordination between internal teams and vendors (project management).

Store Analytics & Key Performance Indicators  (10%)

  • Prepare and monitor store KPIs from Shopify, Klaviyo and Google Analytics. (you are the analytics champion).

  • Prepare weekly updates on traffic and performance so that we can better identify opportunities and plan promotions/outreach for certain products. 

Requirements

Experience:

  • 4-6 years work experience in a related position that involves customer service and ecommerce. 

  • College degree preferred

  • B2C ecommerce management experience preferred - we use Shopify and several apps to operate our webstore - you will have to know this like the back of your hand and understand all of the feature sets, front and back, along with the ability to troubleshoot issues from a tech standpoint.

  • Web design, customer experience design, information architecture, programming, google analytics, hospitality, retail management experience  - any experience here is a plus.

To be a successful member of our team, you should be a:

  • Person who is passionate about the personal care space and the ways in which Akamai can help to change how people care for themselves

  • Multi-tasker and Doer with a “can do” attitude, and you get things done

  • Creative problem solver and thinker with strong analytical abilities

  • Project manager

  • Detail oriented, organized worker

  • Risk tolerant, maybe even a thrill seeker

  • Diplomat with strong conflict resolution skills

  • People person with a customer first mentality - an extrovert

  • Communicator and manager of multiple levels

  • Goal oriented executor - ready, aim, fire

  • Excellent Communicator - verbal, written and can read between the lines.

  • Self motivated / managed and driven for continuous improvement