This position is open to candidates in the Seattle area. You will have a hybrid remote/in-office schedule where you will work from our casual, pet-friendly office at least 3 days a week.
We're looking for an eCommerce Manager, Digital Merchandising to own how Trupanion presents, prioritizes, and explains the value of pet insurance across our digital experiences. This role sits at the intersection of customer insights, content strategy, site experience, and conversion optimization.
As competition in the pet insurance category continues to grow, this role will play a critical part in helping pet parents understand the value of coverage, building confidence in their decision, and improving enrollment performance. The ideal candidate combines analytical thinking with customer empathy and understands how content, navigation, personalization, and testing work together to create high-performing digital experiences.
Responsibilities:Drive Digital Merchandising Strategy- Own the presentation and prioritization of content, messaging, and customer experiences across digital channels.
- Develop content, navigation, and merchandising plans that align with business priorities, customer needs, and enrollment goals.
- Ensure key value propositions, educational content, and product differentiators are surfaced throughout the customer journey.
- Partner with Marketing, Brand, Analytics, and Design teams to deliver cohesive customer experience across channels.
Manage Content & Navigation Experiences- Determine how site navigation, value propositions, education, and call-to-action are prioritized throughout the customer journey pathways.
- Partner with SEO and Creative teams to create compelling experiences that support both traditional search and emerging AI-driven discovery behaviors.
- Maintain and evolve navigation structures to ensure customers can easily discover and understand relevant information.
- Execute site updates and merchandising changes through internal content management and merchandising tools.
Optimize the Customer Journey- Analyze customer behavior, navigation patterns, funnel progression, and drop-off points to identify opportunities for improvement.
- Use customer insights and data to recommend and prioritize experience enhancements.
- Partner with Analytics to identify areas of study and prioritize features to enhance conversion journeys.
- Help shape personalized experiences based on customer intent, acquisition source, pet characteristics, and lifecycle stage.
Lead Testing & Performance Optimization- Own a structured test-and-learn roadmap focused on improving conversion, engagement, quote starts, and enrollment performance.
- Develop hypotheses, define success metrics, and evaluate results to drive continuous optimization.
- Translate insights into actionable recommendations and influence cross-functional roadmaps.
- Recap performance and communicate outcomes to stakeholders across the organization.
What You'll Bring- 7+ years of experience in digital merchandising, site experience, eCommerce, or conversion optimization.
- Deep understanding of customer journeys, content strategy, and digital experience best practices.
- Strong analytical skills with experience leveraging customer behavior data to drive business decisions.
- Experience managing A/B testing programs and optimization roadmaps.
- Ability to translate complex insights into clear recommendations and action plans.
- Proven ability to influence and collaborate across Marketing, Product, Design, Analytics, and Technology teams.
- Experience with web analytics platforms, testing tools, content management systems, and merchandising platforms.
- Strong communication, storytelling, and stakeholder management skills.
Success in This Role:Within your first year, you will:- Develop and implement a digital merchandising framework that aligns customer needs, business priorities, and conversion goals across the end-to-end customer journey.
- Improve key conversion and enrollment metrics through testing and optimization.
- Create a more intuitive and customer-centric digital experience.
- Strengthen the connection between acquisition channels and on-site experiences.
- Help more pet parents understand the value of pet insurance and confidently enroll with Trupanion.
Compensation: - The base salary range for this position is $110,000 - $130,000, on a full-time schedule.
- Along with base salary, Trupanion employees may be eligible for monthly bonuses.
- We want all employees to be invested in Trupanion's success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years.
QualificationsAdditional InformationBenefits and Perks:- Full medical, dental, and vision benefits at no cost to the employee
- Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)
- Five-week sabbatical after five years of employment
- Open, casual, pet-friendly, and fun office environment
- Free medical health insurance for your pet (1 dog or cat)
- Paid time off to volunteer at nonprofit organizations
- Seattle Office Amenities: Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.
