eCommerce Merchandising Manager

Summary:

We are seeking a highly skilled eCommerce Merchandising Manager to lead the optimization and growth of our eCommerce product experience. This position will focus on enhancing customer experience (CX) by personalizing product discovery, simplifying the purchasing process, and improving product content. The eCommerce Merchandising Manager will be a key driver of growth in the eCommerce channel through increased customer satisfaction and adoption.

Objectives:

1. Personalize CX: Tailor the customer experience to meet customers' unique needs based on how and what they want to buy.
2. Simplify Discovery & Purchasing: Streamline the product discovery and purchasing processes to enhance user experience and increase sales.
3. Enhance Product Content: Improve the quality and richness of product content to facilitate confident buying decisions.
4. Increase AOV: Utilize cross-sell and upsell techniques to boost average order value through incremental item sales.
5. Pricing Optimization: Ensure a seamless experience for contract, project, volume, and promotional pricing.
6. Audit & Fix Product Data: Continuously monitor and collaborate with the product team to systematically address product data and content issues.

Key Results:

1. CSAT/NPS: Elevate customer satisfaction and net promoter scores (NPS) through improved experiences.
2. Digital Sales Growth: Drive significant growth in online sales through optimization strategies.
3. Conversion Rate: Enhance the percentage of visitors who convert to paying customers.
4. Average Order Value: Maximize revenue and profitability per transaction through upselling and cross-selling.
5. Bounce Rate: Reduce the bounce rate by optimizing the user experience.
6. Add-to-Cart Rate: Increase the number of products added to carts.
7. Active Customer Growth: Expand the number of active customers by enhancing CX and increasing product engagement.

Key Responsibilities:

1. Optimize and Maintain Website Presentation of Brands and Categories:

• Manage and optimize product taxonomy, category landing pages, and brand landing pages.
• Ensure that product categories are easy to navigate and provide clear value to customers.

2. Own the Product Detail Page (PDP):

• Lead the effective presentation of product details, including attribute presentation, rich content, media, and product labels.
• Ensure consistency in product information and visual content across all pages.

3. Manage On-Site Search for Maximum Findability:

• Oversee keyword tagging and alternative term management to ensure customers find the products they want.
• Ensure clear search results (exact match vs partial) and optimize promotional visibility.

4. Set Up, Maintain, and Measure Promotional Sales:

• Collaborate with the sales team to identify key promotional opportunities.
• Implement promotions and campaigns to raise awareness and drive conversions.
• Analyze and measure the effectiveness of promotions in driving sales and profitability.

5. Own Product Conversion to Orders:

• Identify opportunities to optimize the customer journey, focusing on the gap between product views and actual orders.
• Implement strategies that convert product views into orders, enhancing product visibility and content.

Skills & Qualifications:

1. Proven experience in door hardware e-commerce merchandising or related field.
2. Strong analytical skills, with the ability to gather and interpret data, and generate actionable insights.
3. Expertise in optimizing product detail pages (PDP), on-site search, and content management.
4. Experience with website presentation, product categorization, and cross-sell/upsell strategies.
5. Familiarization with AI capabilities and tools to help improve the quality and speed of implementation.
6. Excellent communication and collaboration skills, especially with cross-functional teams like sales, product, and development.
7. Ability to prioritize tasks and manage multiple projects simultaneously in a fast-paced environment.
8. Experience in bringing relevant best-in-class B2C experiences to a B2B environment.
9. Familiarity with merchandising tools, product information management systems (e.g., Akeneo PIM), product search platforms (e.g., Algolia), content management systems (CMS), and e-commerce platforms.
10. Experience in digital merchandising for large-scale product catalogs.