Conn’s Home Plus: Ecommerce Customer Support Manager

Position Summary: This ideal candidate for this position will combine an understanding of Conn’s merchandising strategies and sales tactics to help drive eCommerce sales online.

The Manager is responsible for execution and oversight of all digital merchandising activities and will serve as the company’s subject matter expert on web selling.

A key to success will be partnering cross-functionally with Digital Marketing, eCommerce Operations, IT and Distribution.

This position will analyze and leverage customer information and behaviors to develop and prioritize the most critical actions necessary to improve the online customer research/shopping experience both short-term and in the future with an emphasis on site productivity, sales growth and conversion.Responsibilities: The Manager of eCommerce Merchandising’s responsibilities include, but are not limited to:Partner with Merchandising leaders to understand enterprise category strategies and translate into online strategies and tactics.Develop and oversee online merchandising related to item, category and brand level content and experiences to drive web/store traffic, conversion, attachment/basket size and customer engagement & satisfaction.Benchmark digital shopping experience for all categories and identify and prioritize opportunities to incorporate or adapt best practices to conns.Com.

Maintain updated knowledge of key competitor product, category, distribution and pricing strategies.Lead company in establishing digital merchandising best practices supported by insights from site analytics, sales & margin analysis, A/B testing, competitive analysis, usability, etc.Serve as Merchandising’s eCommerce subject matter expert, regularly reporting out on web metrics to key stakeholders and helping to educate merchants and the broader organization about digital merchandising and eCommerce.Collaborate with vendors to maximize access to their digital resources and item/brand/category content and develop Conn’s-specific digital programs.Manage third-party content developers to build out proprietary A++ and video item content for website.Define site category taxonomy/navigation and item attribute guidelines for site execution at the product/brand/category level.Partner with category merchandising teams and Digital Marketing to prioritize, optimize and execute online promotional and email/text activity.Review customer onsite and Google search behavior to understand keyword queries.

Use knowledge in partnership with Digital Marketing to optimize internal search and SEO team for external search.Build baskets and support customer satisfaction by working with category merchants to cross-merchandise related and attachment items on product detail pages.

Plus, work with Digital Marketing on follow-on purchase marketing campaigns.Act as liaison to cross-functional digital teams for Digital Marketing, eCommerce Operations, IT and Distribution for development and implementation of online merchandising initiatives.Recommend changes and present plans for category online strategies to Merchandising and company leadership.Support the business with the urgency & flexibility required bythe visibility and 24/7/365 nature of dotcom.Qualifications: Bachelor’s degree from a four-year college or university, or four years related experience and/or training, or equivalent combination of education and experience.5+ years merchandising / planning experience at a multi-unit retailer, with a minimum of 3 years eCommerce merchandising.Experience with eCommerce applications preferred and extensive web analytics skills (e.G., Adobe Analytics, Demandware, Google Analytics, Magento).Experience managing multiple competing priorities, process-oriented, strong project management, analytical, problem solving and strong verbal/written communication skills.Must have excellent attention to detail, be highly customer-centric and a self-starter.Consummate team player and highly collaborative with ability to partner cross-functionally and with external vendors to achieve win-win outcomes.Able to quickly learn necessary technical tools.

Experience with SQL a plus.SEO experience preferred.Conn’s is PROUD to be an equal opportunity employer.Job Type: Full-timeBenefits:401(k)401(k) matchingDental insuranceEmployee discountHealth insuranceLife insurancePaid time offReferral programTuition reimbursementVision insuranceSchedule:Monday to FridayWeekend availabilityEducation:Bachelor’s (Preferred)Experience:Sales Experience: 2 years (Preferred)Work Location:One locationWork Remotely:No