Summary

The eCommerce Manager is responsible for the strategy, performance, and day-to-day operations of SHRM's digital commerce experience. This role ensures the eCommerce ecosystem supports organizational objectives, customer needs, and revenue goals while driving continuous improvement across the customer journey, including product discovery, evaluation, purchase, and post-purchase management.

Working cross-functionally across business strategy, digital experience, technology, product operations, analytics, and marketing, the eCommerce Manager serves as the business owner for the eCommerce platform and related capabilities. The role translates business requirements into scalable digital solutions, ensures the operational effectiveness and performance of the commerce platform, and identifies opportunities to enhance functionality and customer experience.

The eCommerce Manager develops and executes the eCommerce roadmap, monitors and analyzes performance and conversion metrics, defines business and functional requirements, partners with Technology to address system needs and issues, and coordinates cross-functional activities supporting product launches and enhancements.

Responsibilities

eCommerce Strategy, Customer Experience & Business Performance

• Develop and execute the eCommerce strategy and roadmap, aligning priorities with organizational objectives, customer needs, revenue opportunities, and long-term scalability.
• Identify and prioritize opportunities to improve conversion, average order value, digital adoption, customer experience, and overall eCommerce performance through enhancements to technology, processes, merchandising, and digital experiences.
• Develop business cases and recommendations for new commerce capabilities, enhancements, and investments based on business value, customer impact, performance data, and operational requirements.
• Monitor and analyze key eCommerce metrics, including revenue, conversion, average order value, checkout and product performance, and customer behavior; translate insights into actionable recommendations, priorities, and risk mitigation strategies.
• Partner with Marketing, Brand, UX, Content, Product, and other stakeholders to optimize the digital customer journey, effectively communicate product value, and support customer decision-making.
• Lead and develop the eCommerce team by establishing priorities, accountabilities, and performance expectations while enabling team members to independently own assigned areas of the business.

Commerce Platform & Technology

• Serve as the primary business owner for the eCommerce technology ecosystem and co-business owner of NetSuite for product data, partnering with Technology, engineering, architecture, and external partners to ensure platform capabilities support business and customer needs.
• Translate business requirements into functional requirements, user stories, process flows, and acceptance criteria, and partner with technical teams through solution design, development, testing, implementation, and post-launch validation.
• Maintain an understanding of commerce architecture, integrations, and data flows across commerce, CMS, ERP, CRM, payment, analytics, fulfillment, and related platforms to identify dependencies and opportunities for improvement.
• Partner with Technology to diagnose and prioritize production issues and drive platform, integration, and automation enhancements that improve customer experience, functionality, scalability, and operational efficiency.

eCommerce Operations & Product Launches

• Oversee the operational health of the eCommerce business, including product and catalog management, product setup and configuration, SKU structures, pricing, promotions, purchasing experiences, and transaction flows.
• Lead eCommerce activities for new product launches, ensuring commerce requirements, system dependencies, configurations, testing, and operational readiness are completed prior to launch.
• Coordinate dependencies across eCommerce, ERP, payments, fulfillment, Finance, Customer Experience, and other connected systems and teams to ensure accurate and reliable transaction processing.
• Establish and maintain processes, controls, documentation, and governance that support accurate, efficient, and scalable commerce operations.
• Lead resolution of commerce-related operational issues, coordinating across teams to identify root causes, minimize customer and business impact, and implement solutions that reduce recurrence.
• Balance day-to-day commerce operations and issue resolution with product launches, platform development, and longer-term optimization priorities.

Education & Experience Requirements

Education

• Bachelor's degree in Business, Marketing, Digital Commerce, Information Systems, or a related field, or equivalent experience in lieu of degree.

Experience

• Ten (10) or more years of experience in eCommerce, digital product, digital experience, or a related field, with experience owning complex digital commerce initiatives.

• Demonstrated experience managing an eCommerce platform and the broader ecosystem of systems required to support digital transactions.

• Experience translating business needs into requirements and working closely with technology or engineering teams.

• Experience managing complex cross-functional initiatives with multiple stakeholders and dependencies.

• Experience using data and analytics to evaluate eCommerce performance, identify opportunities, and drive improvements in conversion, customer experience, and revenue.

• Prior experience leading or managing employees.

• Experience with Adobe Commerce, Adobe Experience Manager, Adobe Analytics/CJA, NetSuite, Salesforce are strongly preferred.

Certifications - NA

Knowledge, Skills & Abilities

• Strong knowledge of eCommerce strategy, digital customer experience, merchandising, product and catalog management, and commerce operations.
• Strong understanding of the end-to-end digital commerce ecosystem, including eCommerce platforms, ERP, CRM, CMS, payment processing, fulfillment, analytics, and system integrations.
• Ability to develop and execute eCommerce strategies and roadmaps aligned with business objectives, customer needs, and revenue goals.
• Strong analytical and problem-solving skills with the ability to interpret eCommerce KPIs, customer behavior, and business performance data and translate findings into actionable recommendations.
• Demonstrated ability to define business and functional requirements and effectively partner with technical teams throughout design, development, testing, implementation, and ongoing optimization.
• Strong project and program management skills with the ability to manage multiple priorities, dependencies, and initiatives in a complex, cross-functional environment.
• Ability to identify and resolve operational and technology issues, assess business and customer impact, and develop scalable solutions.
• Strong leadership and people management skills, including the ability to establish priorities, delegate responsibilities, coach employees, and foster accountability.
• Strong interpersonal and collaboration skills with the ability to build effective relationships across Technology, Marketing, Finance, Product, Customer Experience, and other business functions.
• Strong written and verbal communication skills, including the ability to communicate complex technical and business concepts to both technical and non-technical audiences.
• Sound business judgment with the ability to balance immediate operational needs with longer-term strategic priorities.
• Proficiency with Microsoft Office applications, including Excel, PowerPoint, Word, and Outlook.
• Ability to effectively leverage artificial intelligence (AI) tools and technologies to streamline workflows, enhance productivity, and improve overall work quality.

Physical Requirements

This position operates in a typical office environment (which includes a home office setting) and requires the ability to perform essential job functions with or without reasonable accommodation. Physical requirements may include:

• Prolonged periods of sitting at a desk and working on a computer.
• Frequent use of hands and fingers for typing, handling documents, and using office equipment.
• Occasional standing, walking, bending, and reaching.
• Ability to lift and carry up to 30 pounds as needed.
• Clear verbal and written communication skills for effective interaction with colleagues and stakeholders.

Work Environment

Hybrid Schedule (3 Days In-Office/2 Days Remote)

This position follows a hybrid work schedule, with Tuesday through Thursday in office and Monday and Friday remote. Employees must be available during standard business hours, with core hours beginning between 8:00-9:00 a.m. and concluding between 5:00-6:00 p.m. local time.

Travel: Occasional 0 - 10%

#LI

The hiring range for this position is $110,000 to $130,000 per year. This range is an estimate, and the actual salary may vary based on the candidate's experience, skills, and qualifications. SHRM offers a competitive and comprehensive total rewards package. The benefits for this position include professional growth and development, health, dental, vision, well-being, health savings, flexible spending, retirement, open leave, and annual discretionary bonus and incentives.