Torchora
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Key Responsibilities and Required Skills for E-Tailing Supervisor

💰 $65,000 - $85,000

RetailE-CommerceManagementSupervisoryDigital MarketingOperations

🎯 Role Definition

We are actively searching for a results-driven and detail-oriented E-Tailing Supervisor to lead our dedicated e-commerce team. In this critical role, you will be the engine of our digital storefront, responsible for overseeing all aspects of online sales operations. You will manage the day-to-day performance of our e-commerce platform, ensuring a best-in-class customer experience from browsing to post-purchase support. This position requires a blend of team leadership, technical acumen, and commercial awareness to drive sales, optimize processes, and contribute directly to our company's growth in the competitive online retail landscape. The ideal candidate is a proactive problem-solver with a passion for e-commerce and a proven track record of supervising a successful online retail operation.

📈 Career Progression

Typical Career Path

Entry Point From:

  • E-commerce Specialist / Coordinator
  • Senior Digital Merchandiser
  • E-commerce Customer Service Team Lead
  • Digital Marketing Associate

Advancement To:

  • E-commerce Manager
  • Online Store Manager
  • Digital Operations Manager

Lateral Moves:

  • E-commerce Project Manager
  • Digital Marketing Manager
  • Supply Chain Analyst (E-commerce Focus)

Core Responsibilities

Primary Functions

  • Supervise, train, and mentor a team of e-commerce specialists, providing daily guidance, performance feedback, and professional development to foster a high-performance culture.
  • Oversee the day-to-day management of the e-commerce website, including product catalog updates, content changes, and ensuring the accuracy of pricing, promotions, and product information.
  • Monitor and analyze key performance indicators (KPIs) such as conversion rates, average order value, traffic, and bounce rates to identify trends and opportunities for improvement.
  • Manage the end-to-end online order fulfillment process, collaborating closely with warehouse and logistics teams to ensure timely and accurate shipping and delivery.
  • Act as the primary point of contact for escalated customer service issues, working to resolve complex problems efficiently and maintain high levels of customer satisfaction.
  • Develop and implement strategies for online merchandising to optimize product visibility, cross-selling, and up-selling opportunities across the site.
  • Coordinate with the digital marketing team to ensure seamless execution of online campaigns, promotions, and product launches.
  • Manage and optimize product listings for both on-site search and external search engines (SEO) to improve discoverability and drive organic traffic.
  • Conduct regular quality assurance checks on the website to ensure optimal functionality, user experience (UX), and performance across all devices (desktop, mobile, tablet).
  • Generate and present regular reports on e-commerce sales performance, website analytics, and customer feedback to senior management.
  • Oversee inventory levels for online channels, working with the planning and buying teams to prevent stock-outs and manage overstock situations.
  • Lead the implementation and testing of new site features, functionalities, and third-party integrations to enhance the customer journey.
  • Maintain and enforce standard operating procedures (SOPs) for all e-commerce processes to ensure consistency and operational efficiency.
  • Monitor competitor websites and industry trends to identify best practices and recommend strategic adjustments for our online presence.
  • Manage the promotional calendar for the e-commerce site, ensuring all sales, discounts, and special offers are set up correctly and launched on time.
  • Partner with the IT department to troubleshoot and resolve any technical issues affecting the website's performance or customer experience.
  • Supervise the creation and management of product content, including compelling descriptions, high-quality images, and detailed specifications.
  • Analyze customer behavior and feedback to recommend improvements to the website's navigation, layout, and overall user interface (UI).
  • Ensure compliance with all relevant regulations, including data privacy (e.g., GDPR, CCPA) and payment card industry (PCI) standards.
  • Drive continuous process improvement initiatives within the e-commerce operations to increase efficiency, reduce costs, and scale capabilities.

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis to answer key business questions.
  • Contribute to the organization's broader digital strategy and e-commerce roadmap.
  • Collaborate with business units to translate data needs into engineering requirements.
  • Participate in sprint planning and agile ceremonies within the e-commerce and marketing teams.

Required Skills & Competencies

Hard Skills (Technical)

  • E-commerce Platforms: Proficiency in leading platforms such as Shopify Plus, Magento, BigCommerce, or Salesforce Commerce Cloud.
  • Web Analytics: Strong experience with Google Analytics, Adobe Analytics, or similar tools to track, analyze, and report on website performance.
  • Microsoft Excel: Advanced skills, including pivot tables, VLOOKUPs, and data modeling for sales and inventory analysis.
  • ERP/Inventory Systems: Experience with enterprise resource planning (ERP) systems like NetSuite, SAP, or similar for inventory and order management.
  • PIM/DAM Systems: Familiarity with Product Information Management (PIM) and Digital Asset Management (DAM) systems.
  • SEO/SEM Principles: Solid understanding of search engine optimization and marketing principles as they apply to e-commerce.
  • Project Management Tools: Experience using tools like Asana, Trello, or Jira to manage tasks and projects.
  • Customer Service Software: Proficiency with CRM and helpdesk software like Zendesk, Gorgias, or Salesforce Service Cloud.

Soft Skills

  • Leadership & Team Management: Proven ability to lead, motivate, and develop a team to achieve common goals.
  • Communication: Excellent written and verbal communication skills for clear articulation of strategies, tasks, and performance feedback.
  • Problem-Solving: Strong analytical and critical-thinking skills to identify issues, analyze root causes, and implement effective solutions.
  • Organizational Skills: Exceptional ability to manage multiple priorities, projects, and deadlines in a fast-paced environment.
  • Adaptability: Flexibility to navigate changing priorities and embrace new technologies and processes.
  • Customer-Centric Mindset: A deep commitment to understanding and improving the customer experience.
  • Collaboration: Ability to work effectively with cross-functional teams, including marketing, IT, and logistics.
  • Attention to Detail: Meticulous approach to ensure accuracy in product data, pricing, and website content.

Education & Experience

Educational Background

Minimum Education:

  • Bachelor’s Degree or equivalent professional experience in a relevant field.

Preferred Education:

  • Bachelor’s or Master’s Degree in Business, Marketing, or a related discipline.

Relevant Fields of Study:

  • Business Administration
  • Marketing / Digital Marketing
  • Retail Management
  • Information Systems

Experience Requirements

Typical Experience Range:

  • 3-5 years of hands-on experience in an e-commerce environment.
  • At least 1-2 years in a team lead, senior specialist, or direct supervisory role.

Preferred:

  • Experience working in a high-volume, direct-to-consumer (DTC) retail brand.
  • Proven track record of managing a team and achieving e-commerce sales targets.
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