What you’ll be working on:
Customer Support & Experience (40%)
- Manage the Customer Support team against established KPIs and service standards
- Oversee customer support processes, tools, and workflows to deliver an exceptional customer experience
- Use customer feedback and support trends to identify opportunities to improve the website, policies, and broader customer experience
- Partner cross-functionally to resolve recurring customer pain points and improve the end-to-end customer journey
Site Operations & Optimization (30%)
- Own the day-to-day operations and performance of kotn.mom, ensuring the site is accurate, functional, and delivering a strong customer experience
- Oversee site QA, troubleshooting, maintenance, and ongoing optimization across the customer journey
- Identify opportunities to improve site usability, navigation, conversion, and overall customer experience
- Partner with the Ecommerce Merchandising and Growth teams to ensure launches, campaigns, and commercial initiatives are executed seamlessly
- Ensure privacy, security, and compliance requirements are appropriately implemented across the ecommerce experience
Reporting & Analysis (20%)
- Maintain regular reporting on ecommerce performance, site health, customer support, and digital initiatives
- Report to leadership on key wins, opportunities, and insights
- Use data and customer insights to prioritize improvements and measure impact
Digital Roadmap & Freelancer Management (10%)
- Manage the ecommerce digital roadmap in partnership with the Head of Consumer and Growth Director
- Act as the primary internal partner to external ecommerce and development agencies, managing briefs, priorities, timelines, and deliverables
- Lead website enhancements, integrations, and other digital projects from scoping through QA and launch
- Support the ongoing migration and evolution of kotn.mom from headless to Shopify Liquid
- Identify and recommend opportunities to improve the digital experience based on customer and business needs
What you’ll bring:
Operational Excellence
Creates structure and accountability across ecommerce operations, ensuring the site and supporting processes run smoothly and efficiently
Project Management
Effectively manages multiple projects, stakeholders, and deadlines, translating priorities into clear plans and driving work through execution
Customer Centricity
Uses customer feedback, behaviour, and experience to identify opportunities to make the ecommerce journey simpler and more effective
Compensation Range: $70,000 - $85,000