E-Commerce Manager

Working under general supervision, the E-Commerce Manager is responsible for the day-to-day operations of the Getty Museum Store retail and wholesale e-commerce sites, driving growth of the online business by enhancing customer experience, and managing customer order fulfillment, technology, and infrastructural plans. They are also responsible for generating data-driven commercial insights and managing relationships with retail and marketing working groups. The E-Commerce Manager works in a fast-paced, digitally centered environment where they oversee the end-to-end operations of the e-commerce business. An energetic, collaborative, and results-oriented team leader, they are technology-savvy with strong business acumen, able to effectively manage multiple projects and responsibilities.

• Reports to General Manager of Retail Operations
• Works closely with Manager of Retail Systems & Logistics to coordinate fulfillment of retail and wholesale orders
• Works closely with Buying Team on building online assortment and determining stock levels
• Manages the E-Commerce Coordinator

• Manage two e-commerce sites: direct retail and wholesale product lines
• Monitor and implement best practices for e-commerce site and manage day-to-day site performance
• Oversee the design and development of the website
• Meet or exceed monthly and annual sales plans
• Manage customer order fulfillment and ensure customer service issues are addressed
• Plan, prioritize, and manage projects through the entire lifecycle, from planning to implementation
• Manage expectations and deadlines for projects and workflows, adjusting resources and priorities as needed
• Prepare statistical reports on e-commerce activity, analyzing website performance to drive merchandising and sales optimization decisions and achieve revenue goals
• Provide support for inventory control software and Shopify e-commerce platform, troubleshooting problems as they arise
• Create a calendar of e-blasts and other tools to routinely perpetuate and grow retail business, as well as support purchasing occasions like holidays
• Work with Buying Team on the creation of site features and product promotions
• Develop cross-sell and up-sell strategies
• Manage data and image assets on websites to ensure all products are posted and accurate; manage all content on the site
• Manage all online activity in relation to traffic acquisition, sales, conversion, and A/B testing and reporting
• Develop and implement roadmap for online store's functionality and growth, including strategies to improve website performance; report on the utility of existing and novel strategies
• Oversee or directly manage digital marketing channels across PPC, SEO, display, affiliates, email marketing, and social media
• Develop content calendar and oversee regular website updates and refreshes
• Provide required information for annual fiscal year budgeting process
• Work closely with retail, web development, marketing, and technical teams
• Analyze new market trends, business opportunities, and market segments
• Analyze past performance of collections, categories, and campaigns to improve marketing effectiveness and ROI
• Analyze service quality and customer satisfaction, addressing concerns and revising policies and procedures as needed
• As part of the Retail management team, may be required to assist with in-store coverage as needed; in-store retail experience is a plus