eCommerce Experience Manager, Wide Open - Waterbury, VT (Information Technology)

The Company:

Founded in 1978, Cabot Hosiery Mills is an American manufacturer of premium socks with uncompromised comfort, durability, and fit. With a family of brands including Darn Tough Vermont, Wide Open, and Cabot & Sons, our mission is to make the world's best socks, in Vermont, USA, and back them with our Unconditional Lifetime Guarantee. We are family owned, three generations strong, and have yet to produce our best sock.

Job Summary:

As we continue to scale one of the fastest growing apparel brands, we are seeking an eCommerce Experience Manager who will work closely and in partnership with the Wide Open Brand Manager to craft, manage, and optimize a best-in-class digital customer experience that supports Wide Open's multi-channel strategies. This is a multi-faceted role that requires strong analytical abilities, broad technical knowledge, experience in designing and implementing digital solutions, and strong communication skills. The eCommerce Experience Manager will lead efforts related to the digital customer experience, testing & optimization, digital customer loyalty, digital merchandising & catalog management, and digital brand alignment.

A successful candidate must demonstrate strong analytical, technical, and communication skills, as well as expertise in digital solutions. This role requires an individual who is both strategic and hands-on, capable of leading efforts in digital brand alignment, catalog management, and testing/optimization of digital experiences.

Key Responsibilities:

• Drive Digital Customer Experience: Lead efforts to continuously improve the UX/UI of digital sales channels, including WideOpenSocks.com, marketplaces, and Retailer.com.
• Multi-channel Management: Oversee all customer-facing aspects across Wide Open® digital sales channels, including WideOpenSocks.com, marketplaces, and Retailer.com, ensuring consistent product presentation and alignment with brand guidelines and overall marketing calendar.
• Drive Digital Sales Plan: Define and track KPIs related to sales forecasts and targets. Collaborate with internal and external resources to build and execute campaigns and initiatives that drive sales performance and growth, ensuring alignment with overall brand and business objectives.
• Stakeholder Collaboration: Gather business objectives from stakeholders and translate them into actionable plans, guiding both internal teams and external partners. Key collaboration activities to include: assortment strategy across digital store fronts, messaging hierarchy strategy, promotion and campaign planning and execution
• New Feature Rollouts: Prioritize and lead the release of new features and enhancements on WideOpenSocks.com, driving improvements based on revenue potential and return on investment. Create documentation and SOPs for activities within digital sales channels.
• Testing & Optimization: Collaborate with eCommerce and Marketing teams to establish a roadmap and timeline for testing, personalization, and optimization initiatives. This role will be responsible for overseeing the timely execution of tests, ensuring proper application of results, and summarizing insights in detailed reports that are shared with relevant stakeholders.
• User Research & Feedback: In collaboration with Customer Service, Marketing, and Consumer Insights regularly engage in user experience research and feedback to ensure continuous optimization of the digital customer journey.
• Technical Oversight: Working in collaboration with internal and external resources, oversee the ongoing maintenance and optimization of eCommerce systems and software; as needed identify and resolve technical issues within the digital ecosystem, spearheading remediation plans.
• Project Management: Act as the eCommerce lead for digital campaigns, ensuring alignment across stakeholders, briefing teams, and executing projects successfully.
• KPI & Performance Tracking: Define, track, and report on key performance indicators (KPIs) related to channel health and effectiveness, and sales performance.
• Compliance & Regulatory Adherence: Ensure that all policies, software, and eCommerce activities remain in full compliance with applicable laws and regulatory frameworks. Maintain up-to-date knowledge of relevant regulations and work with internal teams to implement practices that uphold legal and ethical standards.
• Budget Management & Stewardship: Manage and optimize annual budget to ensure proper allocation of resources to achieve channel and company objectives and priorities.

Qualifications:

• Education: BS/BA in Business, Marketing, Communications, or related field—or equivalent experience.
• Experience:
• Minimum of 5 years experience in an eCommerce role.
• Proven ability to manage eCommerce systems, software, and product catalogs.
• Experience scaling early-stage businesses is desired, but not required.
• Familiarity with eCommerce technology platforms and retail systems.
• Experience in multi-channel and global retail environments.
• Experience with and understanding of product listing requirements on Amazon
• Experience managing and optimizing budgets.
• Skilled in financial stewardship to maintain alignment between sales goals and organizational priorities.
• Skills:
• Strong analytical abilities, using data to drive decisions.
• Understanding of website information architecture, taxonomies, and site mapping.
• Project management skills with a proven ability to meet deliverables.
• Ability to remain flexible and manage time effectively in a fast-paced environment.
• Highly collaborative, with excellent communication and presentation skills.
• Must love socks

Working Conditions:

• Manufacturing environment – exposure to machinery, noise and other adverse conditions for periods of time depending on the role
• Flexible nature to manage competing and changing priorities
• Travel locally to all of the organization's sites and locations
• Occasional travel on as needed basis

At Cabot Hosiery Mills, we have a list of shared company values – one of them is We Value Differences. Where you come from, how you identify, your age, and other descriptions are something that makes you, you, and we respect that. We're an honest group of people and work hard, if you like that, we encourage you to apply.

This job description should not be interpreted to be a complete list of all the duties, qualifications and responsibilities performed by the jobholder. To maintain organizational flexibility, the organization has the discretion to add, drop or change at any time the duties, responsibilities and expectations of this position. This job description does not constitute an offer of employment, continuous employment or an employment contract. Reasonable accommodations will be considered to enable individuals with disabilities to perform the essential functions of this position.

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