ECOMMERCE & CRM MANAGER

JOB OVERVIEW

The E-commerce & CRM Manager is responsible for driving digital sales, optimizing online customer experiences, and managing CRM marketing campaigns. Reporting directly to the Director of E-commerce & Marketing, this role is critical for advancing Milk Bar's digital strategy through data-driven decisions and cross-functional collaboration.

JOB RESPONSIBILITIES

E-commerce

• Set up, manage and maintain product catalogue including pricing, imagery, copy, meta data and in collaboration with creative and operation teams.
• Manage all website content across homepage, product pages, landing pages and collection pages to ensure accurate information, support marketing campaigns, and drive business objectives.
• Work with the Director of E-commerce & Marketing to build out short-term and long-term product roadmaps to drive new customer acquisition and LTV.
• Responsible for merchandising strategy across site to drive conversion and improve AOV.
• Leverage CRO testing platform and develop monthly strategy for A/B testing content, website features, and marketing tactics to improve conversion rate and revenue per user.
• Work with the Director of E-commerce & Marketing to project manage website updates and improvements with the development team.
• Be the point person for customer inquiries related to online business, promotions and website bugs for the CX team.
• Provide weekly analysis of website analytics, KPIs and develop a strategy for improvements.

CRM (Email/SMS)

• Partner with the Director of E-commerce & Marketing and brand team to develop email and sms marketing calendar to support seasonal promotions, holidays, new product launches and cross-functional business objectives.
• Implement weekly email and sms marketing campaigns including creative briefing, email set up, testing, and audience segmentation to drive new customer acquisition, repeat purchase rate and CLTV.
• Manage and optimize email and sms automations to drive incremental revenue.
• Increase subscriber list and engaged subscriber based through website pop up testing, content strategy, and segmentation strategy.
• Lead targeting and personalization strategies to drive engagement and deliver the right message to the right consumer at the right time.
• Partner with Development & Creative teams to optimize email campaign landing page experience.
• Drive improvement across email KPIs including deliverability, open rates, click rates, conversion rates, opt-out rates, and revenue.
• Be company's expert on email marketing trends, best practices, technologies, CAN-SPAM laws, etc.
• Build and measure KPIs and implement an ongoing dashboard of weekly, monthly, quarterly metrics to track and optimize performance.
• Establish quarterly goals, generate forecasts and share insights/trends with team.

Please note that your duties are subject to change at the Company's discretion.

SKILLS & REQUIREMENTS:

• Bachelor's Degree in Business, Marketing, Communications, Info Tech or related field
• 3+ years experience in e-commerce and marketing
• Shopify experience preferred
• Experience with Klaviyo, Sendlane or other email/sms platform
• A quantitative, strategic and creative thinker who makes decisions based on data analysis. Hands-on experience in sourcing data for consumer insights and planning marketing campaigns with those insights.
• Excellent organizational and verbal communication skills, with a proven ability to drive complex projects with minimal oversight.
• Collaboration and cross-functional teamwork: you love working with others and are great at building relationships inside and outside of your department.
• You have experience working in a fast-paced, changing environment and can adapt and innovate easily. You must be comfortable navigating multiple priorities and building processes from scratch.

• Fully understand and exhibit the Milk Bar ethos, embody our core values, inspire celebration and create real magic. Serve as a brand ambassador, both internally and externally.