eCommerce Customer Manager

Direct Placement

Calculated Hire

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eCommerce Manager – Customer Engagement and Conversion

Location: Englewood, CO

Direct Placement Opportunity*

We're looking for an eCommerce Manager to join our Fortune 200 telecommunications client, an organization that continues to redefine the communications industry. With a legacy that is known for innovation and willingness to challenge the status quo, including reinventing themselves, they disrupted the pay-TV industry in the mid-90s with the launch of the satellite TV service, taking on some of the largest U.S. corporations in the process, and grew to be the fourth-largest pay-TV provider. They're now doing it again with the first live, internet-delivered TV service that bucks traditional pay-TV norms and gives consumers a truly new way to access and watch television. Now their sights are set on upending the wireless industry and unseating the entrenched incumbent carriers. If you're ready to be apart of this change, and apart of an organization that is driven by curiosity, pride, adventure, and a desire to win – this role is for you. They're looking for people with boundless energy, intelligence, and an overwhelming need to achieve to join their team as they embark on the next chapter of their story.

Job Duties and Responsibilities

This position will lead Customer-focused eCommerce efforts within our clients new live, internet-delivered TV service, including working with a cross-functional team to drive onsite and in-app retention, conversion, sales and upsell efforts to our customers. You will be a key member of the eCommerce team and will be responsible for managing activation and conversion for former customers. You will also be managing right-sizing of customers and educating them on their product offerings, and educating customers about add-on products, as well as driving sell-in and conversion of those products. To achieve your goals, you will develop strategies and execute to rapidly iterate and optimize the onsite funnel and marketing tactics in a dynamic competitive environment.


In this role, you will work directly with various departments across the company to develop customer communication strategies on their .com site and within their app to optimize the onsite and in-app experiences employing a test and learn methodology. These teams include, but are not limited to, Product leaders and marketing partners, operations, marketing analytics, our internal creative agency, and the digital center of excellence. As an active member of the marketing team, you will be a model for executional excellence, a creative problem-solver and a thought leader who sets the tone of high performance within the organization.


 Key Responsibilities:

  • Own retention conversation and product sales on and in app
  • Own winback conversation and product sales on .com site
  • Own product upsell conversation and sales on .com site and in app
  • Represent marketing on a cross-functional team responsible for the end-to-end digital experience
  • Work with marketing and media teams to ensure optimal destinations for media, making recommendations on how to improve the experience
  • Leverage customer insights to identify pain points and come up with creative solutions
  • Educate the marketing department on the “how” and “why” of the to inform marketing tactics
  • Schedule testing and launch strategies for each new iteration of the product
  • Own the planning and management of retention, winback, and upsell content on .com site and in app
  • Monitor daily conversion rate and product sales targets closely, and strategize how to meet them through planning, testing and optimization of content
  • Partner closely with our creative team to request, ideate, and give feedback on creative assets needed to support site goals
  • Understand where and how traffic is being driven to our site and how to deliver a seamless, conversion-driven experience on site
  • Analyze and report on site metrics, using insights to identify opportunities and chase them down

Skills, Experience and Requirements

  •  Bachelor’s degree from a 4-year university or equivalent combination of education and experience
  • 5+ years experience in eCommerce; merchandising for a high traffic site preferred
  • Adept at handling multiple competing priorities and duties in a fast-paced, results driven, changing environment, with minimal daily oversight
  • Exceptional verbal and written communication skills; proven ability to communicate effectively and influence all levels of staff
  • Working knowledge and usage of Adobe analytics (or Google Analytics); expertise in analytics preferred
  • Experience managing large teams of diverse professionals
  • Strong customer and employee orientation
  • Ability to travel 20% of time

Calculated Hire provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.


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