E‑Commerce Manager (Magento)

SUMMARY:
We are looking for a highly capable E‑Commerce Manager to take ownership of the full online retail ecosystem, with a strong focus on Magento platform operations, optimisation, trading performance, and customer experience.
This role is responsible for driving the digital store’s daily operations, managing product and content workflows, coordinating fulfilment processes, and ensuring an exceptional end‑to‑end online shopping journey. You will work closely with development partners, logistics teams, and marketing stakeholders to grow the e‑commerce channel sustainably and efficiently.

POSITION INFO:

Magento Platform Operations
Oversee the day‑to‑day technical and operational performance of the Magento store

Website & Backend Administration
Manage ongoing backend operations and store configuration
Update categories, product visibility, attributes, and catalogue hierarchy
Maintain platform stability, functionality, and uptime
Troubleshoot issues and liaise with external developers for fixes and enhancements

Product Catalogue Management 
Build and update product listings
Upload products via CSV and manage bulk updates
Maintain accurate pricing, descriptions, SKUs, sizes, and attributes
Ensure high-quality product images and SEO‑friendly metadata
Manage seasonal uploads, new arrivals, and product lifecycle updates

Category & Navigation 
Maintain user‑friendly navigation
Configure seasonal categories and landing pages
Ensure merchandising supports product discovery and conversion

Online Merchandising & Trading
Enhance sales performance through strategic trading decisions

On Site Merchandising
Refresh homepages, banners, featured collections, and landing pages
Align online merchandising with campaign calendars
Ensure brand consistency and strong visual presentation

Stock & Availibility
Monitor inventory levels and ensure accurate online stock reflection
Manage backorders, stock discrepancies, and ecommerce‑to‑retail allocation
Collaborate with warehouse and inventory teams to maintain stock accuracy

Orders & Fulfilment Coordination
Ensure a smooth fulfilment process from checkout to delivery.
Monitor daily order flow in Magento
Support order processing alongside the e‑commerce coordinator
Oversee packing, dispatching, and courier bookings
Resolve fulfilment issues, delays, or discrepancies
Handle refunds, returns, and exchange processes

Customer Experience & Support
Deliver a seamless and personalised online customer journey.
Respond to queries via email, web forms, and social channels
Resolve delivery issues, product questions, refund requests, and general concerns
Maintain up‑to‑date customer data within the system
Support loyalty programme integration and troubleshooting

Operational Alignment & Systems Coordination
Work cross‑functionally to ensure ecommerce integrates smoothly with internal operations.
Pull product lists and updates from internal merchandise systems
Build accurate CSV files for uploads
Sync inventory data between ERP systems and Magento
Coordinate stock transfers and inter‑branch movements
Ensure loyalty and rewards functionality works across channels

Team Leadership
Lead and support the Ecommerce Coordinator.
Oversee daily tasks and productivity
Train staff on Magento processes and best practices
Identify opportunities for workflow improvements

UX, Conversion and Digital Optimisation
Enhance website performance and customer engagement.
Apply UX best practices to improve navigation, checkout, and mobile experience
Identify conversion bottlenecks using behavioural insights
Monitor traffic, conversion rates, cart abandonment, and AOV
Develop and optimise sales funnels

Digital Marketing Support
Collaborate with marketing teams to support digital campaigns
Implement onsite elements for email, paid media, and promotional campaigns

Reporting & Analytics
Provide data-led insights to support decision-making.
Track key metrics: sales, traffic, AOV, conversions, abandonment
Prepare weekly and monthly reports
Analyse customer behaviour and sales trends
Recommend data-driven improvements

Vendor & Project Management
Coordinate external partners and platform development.
Liaise with Magento developers for improvements and bug fixes
Oversee website enhancement projects and new feature rollouts
Manage timelines and ensure deliverables meet scope

Requirements
3–5+ years’ experience in e‑commerce management, ideally in retail or consumer‑facing industries
Strong hands‑on experience with Magento (or Shopify, WooCommerce, BigCommerce)
Proven experience managing online catalogues, promotions, and merchandising
Advanced Excel skills and experience working with CSV data
Experience with ERP/stock systems (Microsoft NAV or similar)
Strong understanding of e‑commerce fulfilment, customer service, and product operations
Basic understanding of digital marketing and UX principles
Ability to work with external developers and internal cross‑functional teams
Strong organisational, analytical, and communication skills