The E-Commerce Customer Experience Manager ensures that every guest to Arhaus.com has a premiere experience tied in with the companys brand expectations. This position will partner with multiple teams both within and outside the company to ensure navigation throughout the site, purchasing on the site, and post-purchase activities all meet the highest of standards. With high sales growth plans over the next number of years, this individual will develop short-term and long-term business strategies related to the Customer Journey and their experience through Arhaus.com, continually analyzing behavioral performance metrics. This position will report to the Director of E-Commerce andis located on-site at our Corporate Offices in Boston Heights, Ohio.
Duties and Responsibilities
Directly manage customer-facing activities related to Arhaus.com ensuring that all elements of the site are working properly and as intended
Launch new features on Arhaus.com leading all aspects from program design to planning and testing to launch activities
Create robust and detailed customer journey maps outlining pre-and post-sale interactions with Arhaus.com
Partner with Web (Phone) Sales team to understand their process as well as execute short- and long-term improvements to their process
Develop toolset and disciplines for internal teams to more quickly resolve any Web order issues
Lead all activities related to payments on Arhaus.com including order processing, the roll-out of new payment options, optimizing checkout experience, and fraud activities
Create optimal post-purchase experiences including order tracking and communication, order scheduling, returns/exchanges, and other related activities
Partner with Logistics and Direct Ship teams on inventory, shipping, and communications initiatives. During particular times of the year, this will include inventory/sales forecasting
Build strong relationships with Web Sales, IT, Logistics, Site Merchandising, and outside E-Commerce agencies to strategize and execute site improvements
Troubleshoot site, payment, and order processing issues with both internal and external teams
Own relationship with E-Commerce platform provider partnering with the Director of E-Commerce, serving as a site administrator
Create KPIs and reporting to measure the effectiveness of all related customer experience initiatives
Research and procure new technology and vendors with the partnership of E-Commerce leadership
Monitor website usability and the customer experience to improve site performance
Create a customer feedback loop through reviews, surveys, and more, utilizing consumer insights to develop future strategies
Partner with Warehouse & Logistics to evolve order management and service level expectations
Stay current with emerging web technologies, industry trends, and other opportunities
Perform site audits, as needed
Experience, Education, Skills
Bachelors Degree in E-Commerce, Business, Merchandising, Marketing, or similar
4-6+ years of E-Commerce or Site Management expertise required
In-depth knowledge of E-Commerce platforms, Shopify Plus experience preferred
Google Analytics or similar expertise is a requirement
Customer analysis and journey mapping preferred
Expert Microsoft Excel skills
Effective time management, prioritization, and organizational skills
Sound decision making
Arhaus is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Arhaus is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.All employment decisions at Arhaus are based on business needs, job requirements, and individual qualifications, without regard to race, color, sex, sexual orientation, gender identity, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Arhaus will not tolerate discrimination or harassment based on any of these characteristics. Arhaus encourages applicants of all ages.
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