Consumer Experience & E-Commerce Manager

Consumer Experience & E-Commerce Manager Giant Bicycle•4.0 Thousand Oaks, CA Job Details $70,000•$80,000 a year 16 hours ago Qualifications Website activity analysis Sales analytics & reporting tools E-commerce SEO projects Microsoft Office E-commerce Digital marketing tools Online retail experience Sales management systems proficiency CRM system proficiency

Technical Proficiency Full Job Description Job Title:

E-commerce Manager Reports To:

General Manager•

Business Location:

Boulder, CO Job Summary:

The E-commerce Manager is the strategic lead responsible for the growth, profitability, and operational excellence of our multi-channel digital ecosystem. This role oversees D2C (Direct-to-Consumer), DTC marketplace, Third-Party Partnerships, and B2B e-commerce channels. The ideal candidate will bridge the gap between high-level sales strategy and day-to-day execution, managing a support team to deliver a seamless omnichannel experience. You will be responsible for maximizing sales opportunities across all platforms while ensuring that retailers and consumers receive industry-leading service and support.

Essential Duties & Responsibilities Channel Management:

Lead the strategy and execution for the D2C webstore, DTC marketplace, and B2B portals. Identify and launch new third-party marketplace opportunities.

Team Leadership:

Supervise and mentor the Consumer Support and E-commerce operations team, ensuring high performance in order processing, inquiry resolution, and customer satisfaction.

Promotional Strategy:

Develop and execute profitable sales promotions across B2C and B2B channels, including catalog management for closeouts and seasonal campaigns.

Omnichannel Integration:

Collaborate with Marketing and IT to create a unified experience across B2C and B2B platforms, ensuring a seamless flow for both retailers and end consumers.

Data & Analytics:

Monitor and report on KPIs across multiple platforms using Google Analytics and internal data sets. Provide actionable insights on sales performance, margin credits, and consumer engagement.

Operations & SOPs:

Establish and maintain Standard Operating Procedures (SOPs) for order fulfillment, returns, and credits. Manage plugin integrations (e.g., reviews, chat, and CX tools).

Cross-Functional Collaboration:

Act as the primary point of contact for Product Management to ensure inventory health and profitability. Partner with Global Digital teams to build a consumer digital experience that enhances the brand performance (Giant, Liv, Momentum). General Management Activities Provide comprehensive weekly, monthly, and quarterly reporting on channel growth, margins, and consumer trends. Oversee departmental budget and ensure all digital initiatives are cost-effective and ROI-driven. Audit team performance to ensure all team members are meeting KPIs. Page Break Qualifications B.A./B.S. or equivalent work experience

Experience:

5+ years in E-commerce sales; 3+ years in a management or leadership role.

Marketplace Expertise:

Proven track record managing Amazon Marketplace (Seller Central/Vendor Central) and 3rd-party partnerships.

Technical Proficiency:

Advanced skills in MS Office, Google Analytics, and AdWords. Familiarity with Adobe Creative Suite (Illustrator/Photoshop) is a plus. Mid-High level experience with Salesforce and Shopify platforms.

Understanding of SEO and GEO Strategic Mindset:

Strong business judgment with the ability to make logical, profit-driven decisions independently.

Communication:

Excellent written and oral communication skills; able to translate complex data into clear updates for the General Manager.

Adaptability:

A "results-oriented" professional who thrives in a fast-paced environment and can manage multiple platforms and projects simultaneously.

Nice to have:

Experience in the cycling or outdoor industry.