Ecommerce Operations Specialist
Mountain Khakis is your premium outdoor apparel outfitter. Born on the rugged frontier of Jackson Hole, Wyoming, and groomed on southern charm, we offer premium and durable design with bold, timeless style.
Job summary:
The Ecommerce Operations Specialist role will encompass elements of both online merchandising and consumer engagement. This role will be responsible for the set-up and maintenance of seasonal new product launches on MountainKhakis.com, including building bulk import files and handling the setup and linking of all product content (product bullets, videos, images, etc.) to ensure a successful and informative browsing experience by customers, as well as maintenance and phase-out of older styles. The Ecommerce Operations Specialist will also partner closely with the Consumer Engagement Coordinator(s) to gain insight into commonly asked questions and customer concerns in order to optimize product pages throughout the website.
Other responsibilities will include building online product collections to correspond with marketing initiatives and adjusting product pricing as needed. This role will also complement the role of the Consumer Engagement Coordinator by managing the Mountain Khakis Pro and Loyalty programs to ensure that our most valued customers are getting the attention and help that they need. This role is also responsible for ensuring that the systems supporting order lifecycle management for Direct to Consumer customers are flowing efficiently and will support the Consumer Engagement Coordinator with email and chat engagement when needed.
Responsibilities:
• Own the upload and build-out process for seasonal new style launches on MountainKhakis.com
• Manage online merchandising for all products across the website. This includes building product collections, boosts/buries within collection pages, creation of landing pages, keeping a pulse on inventory and turning off sold out/non-replenished products, redirects, and maintenance and updates to the homepage to correlate with promotions and product launches
• Monitor systems as they relate to ecommerce order management within Shopify, Celigo, ShipStation, Amazon, NetSuite, Returns Management, ExpertVoice, 8×8, for example, and escalate when issues arise
• Pull actionable insights out of the Returnly Tool that can be shared with the Product Team and Finance Team around return rates, return reasons, profit and loss, as well as customer sentiment
• Pro Program + Loyalty Lion: Own and grow the Pro and Loyalty programs by setting strategy and goals based on customer data within the CDP with the intent to generate UGC, continue to expand the Pro Program, and to reward and retain our high lifetime value customers
• Ratings & Reviews: Curate and publish Ratings and Reviews via Okendo for MountainKhakis.com while creating and managing a feedback loop so internal teams will have access what the customer is saying about the product and the brand. Also monitor and respond to Pro reviews on our ExpertVoice channel
• Provide support to the Consumer Engagement Coordinator via backup for phones, voicemail, live chat, email, Facebook, Instagram, and Twitter
Competencies:
• This person must have a passion for the customer, our brand, the online experience, and the urge to provide a best-in-class experience no matter the situation
• Solutions-oriented with the ability to report data-driven, actionable insights
• Comfortable working cross-functionally with Marketing & Creative, Product Development, Operations, Finance, and Wholesale
• Resourceful and innovative with a roll-up-your-sleeves and get-it-done attitude
• Comfortable working independently, but knows when to ask questions
• Data-driven and extremely detail-oriented
• Shopify Plus platform experience is highly preferred
Qualifications:
• 3+ years of experience in marketing or merchandising
• Experience in an online merchandising environment
• Experience in order lifecycle management and/or the ability to troubleshoot solutions
• Experience working within Shopify Plus, NetSuite, Celigo, Returnly, ExpertVoice, and/or Amazon is a plus
• A balance of creative and analytical thinking
• Ability to influence without authority while inspiring teams to make data-driven decisions
• Ability to work as part of a cross-functional team and willingness to take on responsibilities outside primary job description when necessary
Education:
Bachelor’s degree in Business, Retail, or Marketing.
Qualifications and experience:
• 3+ years of experience in marketing or merchandising
• Experience in an online merchandising environment
• Experience in order lifecycle management and/or the ability to troubleshoot solutions
• Experience working within Shopify Plus, NetSuite, Celigo, Returnly, ExpertVoice, and/or Amazon is a plus
• A balance of creative and analytical thinking
• Ability to influence without authority while inspiring teams to make data-driven decisions
• Ability to work as part of a cross-functional team and willingness to take on responsibilities outside primary job description when necessary
Reasoning ability:
Ability to work in a fast-paced, entrepreneurial environment.
Computer skills:
• Computer literacy in MS Word, Excel, Outlook, as well as web-based applications
• Ability to use web-based consumer analytics applications
• Ability to analyze data to identify customer trends
