Torchora
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Key Responsibilities and Required Skills for E-commerce Supervisor

💰 $65,000 - $85,000 (Commensurate with Experience)

E-commerceRetailManagementDigital MarketingOperations

🎯 Role Definition

As our E-commerce Supervisor, you will be the operational backbone of our digital storefront. You are responsible for overseeing the entire e-commerce ecosystem, from website performance and product presentation to order fulfillment and customer satisfaction. This role requires a blend of leadership, technical acumen, and commercial awareness to drive growth, enhance efficiency, and champion the online customer experience. You will act as a key liaison between the marketing, customer service, IT, and warehouse teams to ensure a cohesive and profitable online business strategy.

📈 Career Progression

Typical Career Path

Entry Point From:

  • E-commerce Specialist / Coordinator
  • Digital Merchandiser
  • Senior E-commerce Customer Service Representative

Advancement To:

  • E-commerce Manager
  • Head of E-commerce
  • Digital Strategy Manager

Lateral Moves:

  • Digital Marketing Manager
  • Marketplace Manager (e.g., Amazon, Walmart)
  • E-commerce Project Manager

Core Responsibilities

Primary Functions

  • Supervise, mentor, and develop a team of e-commerce associates, providing regular coaching, performance feedback, and professional development to foster a high-performing and collaborative team environment.
  • Oversee the day-to-day management of the e-commerce website, ensuring optimal functionality, uptime, and performance across all devices.
  • Manage the end-to-end product lifecycle on the site, including the setup of new items, creation of compelling product descriptions, image optimization, and accurate pricing implementation.
  • Develop and execute the online promotional calendar, including sales, special offers, and seasonal campaigns, in collaboration with the marketing and merchandising teams.
  • Monitor and manage online inventory levels, coordinating with the supply chain and warehouse teams to prevent stockouts and overselling while maximizing product availability.
  • Analyze website traffic, user behavior, and key performance indicators (KPIs) such as conversion rate, average order value (AOV), and customer lifetime value (CLV) to generate actionable insights.
  • Prepare and present detailed weekly and monthly performance reports to senior management, highlighting sales trends, campaign results, and strategic recommendations.
  • Act as the primary escalation point for complex customer service issues, working to resolve problems efficiently and implementing preventative measures to improve overall customer satisfaction.
  • Collaborate with the digital marketing team to ensure that SEO, SEM, email, and social media campaigns are aligned with on-site activities and promotional strategies.
  • Champion the user experience (UX) by conducting regular site audits, identifying friction points in the customer journey, and recommending data-driven improvements.
  • Oversee the entire order management and fulfillment process, from order placement to final delivery, ensuring accuracy, timeliness, and cost-efficiency.
  • Manage relationships with third-party technology and service providers, including payment gateways, shipping carriers, and platform agencies, to ensure service level agreements are met.
  • Stay current with the latest e-commerce trends, technologies, and best practices to drive continuous innovation and maintain a competitive edge in the market.
  • Conduct regular competitive analysis to monitor competitor pricing, promotions, and website features, providing insights to inform our own strategy.
  • Ensure all on-site content, including product information and marketing copy, is accurate, on-brand, and optimized for search engines (SEO).
  • Manage the e-commerce channel's budget and P&L, tracking expenses and revenue to ensure profitability goals are met.

Secondary Functions

  • Assist in the development and implementation of the long-term e-commerce strategy and technology roadmap.
  • Train new and existing team members on e-commerce platforms, internal software, and standard operating procedures.
  • Support A/B testing initiatives for website elements such as landing pages, product pages, and checkout flows to continuously optimize conversion rates.
  • Collaborate with the merchandising team to plan and execute online-exclusive product launches and collections.
  • Contribute to the integration of new digital tools and platform plugins to enhance website functionality and operational efficiency.
  • Manage customer reviews and user-generated content, leveraging feedback to improve products and services.

Required Skills & Competencies

Hard Skills (Technical)

  • E-commerce Platforms: Proven expertise in managing major platforms such as Shopify Plus, Magento, BigCommerce, or Salesforce Commerce Cloud.
  • Web Analytics: Advanced proficiency in Google Analytics (GA4), with the ability to create custom reports, analyze data, and derive actionable insights.
  • SEO/SEM: Strong understanding of search engine optimization principles and on-page optimization techniques.
  • Inventory Management Systems: Experience working with ERP or dedicated inventory management software to manage online stock.
  • Microsoft Excel/Google Sheets: Advanced skills, including pivot tables, VLOOKUPs, and data modeling for analysis and reporting.
  • Email Marketing Platforms: Familiarity with tools like Klaviyo, Mailchimp, or similar platforms for campaign coordination.
  • Project Management Tools: Experience using tools like Asana, Trello, or Jira to manage tasks and projects.
  • Basic HTML/CSS: A foundational understanding is highly beneficial for troubleshooting and minor content updates.
  • Customer Service Software: Experience with helpdesk platforms like Zendesk, Gorgias, or Freshdesk.

Soft Skills

  • Leadership & Team Management: Demonstrated ability to lead, motivate, and develop a team to achieve its goals.
  • Analytical & Problem-Solving: A data-driven mindset with a talent for identifying trends, diagnosing issues, and implementing effective solutions.
  • Communication: Excellent written and verbal communication skills, with the ability to articulate complex information clearly to diverse audiences.
  • Organization & Time Management: Superior organizational skills with the ability to prioritize and manage multiple projects simultaneously in a fast-paced environment.
  • Customer-Centric Mindset: A genuine passion for creating an exceptional customer experience at every touchpoint.
  • Attention to Detail: Meticulous approach to tasks, ensuring accuracy in product data, pricing, and on-site content.
  • Adaptability: Ability to thrive in a dynamic, rapidly changing industry and quickly learn new technologies and processes.
  • Collaboration: A strong team player with the ability to work effectively across different departments and functions.

Education & Experience

Educational Background

Minimum Education:

  • Bachelor's degree or equivalent combination of education and hands-on professional experience in a related field.

Preferred Education:

  • Bachelor’s or Master's degree in a relevant field of study.

Relevant Fields of Study:

  • Business Administration
  • Marketing / Digital Marketing
  • Information Systems
  • Communications

Experience Requirements

Typical Experience Range:

  • 3-5 years of direct experience in an e-commerce role.

Preferred:

  • At least 1-2 years of experience in a supervisory, team lead, or senior specialist capacity within an e-commerce environment.
  • Proven track record of growing online sales and improving key e-commerce metrics.
  • Hands-on experience managing a six-figure or seven-figure e-commerce business.
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