eCommerce Manager
Location: Fall River, MA 02720


Position Description
The eCommerce manager at Matouk is a new position that will be responsible for helping to deliver a world class customer experience at Matouk.com. The ideal candidate for this position has a modern toolkit with experience in eCommerce, while also bringing knowledge of luxury retail and the elements of a high-touch customer experience. The eCommerce Manager understands our web customers both quantitatively and qualitatively and works with members of the Marketing, Creative, Customer Service and Product teams to ensure that Matouk is providing the best customer experience possible across all touchpoints while visiting or transacting at our website.

Key Responsibilities:
Optimization of the online, website and e-commerce experience to drive activation, engagement, acquisition, and retention with continual refinement to improve conversion rates.
Maintain dashboards/metrics of customer on-site behavior, purchasing preferences, psychographic characteristics and other relevant information to help drive merchandising,
marketing and product decisions.
Work with Customer Service and Operations teams to maximize customer satisfaction through fulfillment and customer service touchpoints.
Create memorable and personalized experiences for Matouk customers by understanding preferences/needs and providing recommendations to deliver across all touchpoints
(phone, email, live chat, shipping, transactional email, etc)
Collaborate with Marketing on traffic-driving initiatives, A/B tests and campaign management
Share insights with Creative and Product Development teams on top sellers and collaborate on new products and programs that can help drive sales and increase engagement
Be a relentless customer evangelist across the company. Create and present demo/segmentation data to help departments shape their work in an even more targeted manner.

Skills / Experience Required:
The ideal candidate for this role has combination of eCommerce knowledge and the passion to drive the voice of customer across the business to create better experiences.
Experience in luxury retail and/or home furnishings strongly preferred
Demonstrated understanding of eCommerce metrics, analytics and concepts
Experience working with CRM systems a plus
SEO/PPC experience a plus, but not required
Ability to collaborate up and across the organization
Ability to translate data into actionable recommendations
Bachelor’s degree in Marketing, Business or related field
4-6 years working in comparable role

Technical Qualifications:
Experience with Google Analytics and CRM systems preferred


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