E-Commerce Experience Manager Role Overview
Welcome to the E-Commerce Experience Manager Role page. You can use this role template
as is or customize it to fit your needs and environment.
- Category: Retail > Sales and Customer Service
Summary
The E-Commerce Experience Manager is responsible for optimizing the overall digital shopping experience, driving engagement, and ensuring a seamless customer journey across all digital touchpoints of an online store. This role requires a blend of analytical, technical, creative, and leadership abilities to collaborate with cross-functional teams, enhance platform usability, and maximize conversion rates while maintaining brand integrity.
Responsibilities
- Own and optimize the end-to-end user experience across all e-commerce channels (web, mobile, app).
- Analyze user behavior, define key journey improvements, and implement data-driven UX/UI enhancements.
- Lead and coordinate site merchandising, navigation, content strategy, and search optimization.
- Develop and execute A/B testing plans to continually refine site experience and conversion funnels.
- Work with IT, digital marketing, customer support, and design teams to ensure cohesive delivery of the brand promise online.
- Review and interpret analytics to provide actionable insights on customer experience, site performance, cart abandonment, and customer feedback.
- Champion accessibility and mobile responsiveness compliance.
- Oversee third-party integrations (reviews, chat, personalization, etc.) and troubleshoot UX/UI issues.
- Monitor industry trends and competitor best practices in the e-commerce space.
- Prepare and present regular reports on KPIs, conversion metrics, and performance optimization initiatives to stakeholders.
Qualifications and Requirements
- Bachelor’s degree in Business, Marketing, IT, or a related field (Master’s preferred).
- 3+ years of experience in e-commerce UX, site merchandising, or digital experience management.
- Demonstrable experience in digital analytics, conversion rate optimization (CRO), A/B testing, and customer journey mapping.
- Solid understanding of e-commerce platforms (Shopify, Magento, Salesforce Commerce Cloud, etc.) and web analytics tools (Google Analytics, Adobe Analytics).
- Familiarity with HTML/CSS, CMS operations, and tagging tools (Google Tag Manager).
- Strong project management and cross-functional collaboration skills.
- Excellent oral and written communication abilities.
- Proficient in usability best practices, responsive design principles, and accessibility compliance (WCAG, ADA).
Skills
Tech Experts
StackFactor Team
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