Ecommerce & Customer Service Manager

Ecommerce & Customer Service Manager

Manchester

BBF

Up to £40,000

Full Time, Permanent

Purpose of the Role

To manage the website on a full-time basis, ensuring a smooth, engaging and commercially effective online shopping experience. To act as the primary point of contact for all customer service queries across the DTC channel, protecting brand reputation and customer satisfaction at every touchpoint. To work closely with the CEO and wider team to drive online sales, optimise site performance and ensure the ecommerce operation runs efficiently day to day.

Key Accountabilities

• Manage the day-to-day operation of the website (Shopify Plus), including product listings, pricing, promotions, stock accuracy and content updates
• Own the customer journey end to end, identifying and resolving friction points to improve conversion rate and average order value
• Act as first point of contact for customer service across email, social and live chat, responding to queries, complaints and order issues promptly and professionally
• Manage returns, refunds and order resolution in line with company policy, keeping customer satisfaction and brand tone front of mind
• Monitor website performance (uptime, page speed, checkout flow) and liaise with developers or agency partners to troubleshoot and resolve issues
• Plan and execute site updates for seasonal campaigns, product launches and collaboration drops (e.g. hero collab windows), working to agreed timelines
• Own the collaboration launch calendar as it relates to the website, ensuring landing pages, product pages and promotional mechanics are live and tested ahead of key dates
• Work with the growth marketing and PR partners to ensure the website supports campaign activity, including tracking, UTMs and promotional codes
• Maintain accurate reporting on sales, traffic, conversion and customer service KPIs, sharing insights and recommendations
• Ensure the website remains compliant with relevant advertising and product regulations, including HFSS restrictions where applicable
• Support the wider team with ad hoc ecommerce and customer-facing projects as the brand scales towards launch and beyond
• Website uptime, load speed and checkout functionality maintained to a high standard
• Customer service response times and satisfaction scores meet agreed targets
• Conversion rate and average order value show consistent improvement
• Site is fully prepared and tested ahead of every major campaign or collaboration launch
• Returns and complaints are resolved efficiently and in line with brand tone of voice
• Accurate, timely reporting provided to the CEO on sales and customer service performance

Experience & Skills

• Proven experience managing an ecommerce website, ideally on Shopify or Shopify Plus
• Experience handling customer service in a DTC or retail environment, with a calm, solutions-focused approach
• Comfortable working with agency and developer partners to manage site updates and fixes
• Strong organisational skills with the ability to manage multiple launches and deadlines simultaneously
• Good working knowledge of ecommerce analytics (e.g. Shopify analytics, Google Analytics) to inform decisions
• Clear, warm written communication skills suited to direct customer interaction
• A genuine interest in DTC, food and brand-led retail; Food Industry experience preferred but not essential

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