Ecommerce Operations & Growth Lead (DTC Stand-Up)
Stand up and scale our DTC engine end-to-end: platform, CRM, lifecycle automation, analytics, site performance, CX, and fulfillment—connecting systems so we move fast, learn fast, and grow efficiently.
Scope you will own
- Platform & stack: DTC optimization (e.g., Shopify/BigCommerce), GA4, tag management, consent, feeds, subscriptions, reviews/UGC, onsite search, quizzes/LP builders, loyalty and retention.
- CRM & lifecycle: ESP/SMS (e.g., Klaviyo/Attentive) setup, data model, event tracking, flows (welcome, browse/cart, post-purchase, replenishment, winback), campaign calendar.
- Analytics: GA4 property & events, ecommerce funnels, RPV/LTV cohorting; dashboards for leadership; test readouts.
- Website ops & CRO: Performance, accessibility, core vitals; release cadence; landing pages; A/B testing and personalization.
- Customer service: Helpdesk (e.g., Gorgias/Zendesk) setup, macros/SLA, FAQ integration, returns/exchanges policy and flow.
- Fulfillment: Internal process standup, order orchestration, inventory “receiving"
- Automation & AI: Implement practical AI copilots (content QA, tagging, macros, brief generation), QR code flows, and no-code automations to remove manual work.
- Compliance & hygiene: PCI/PII handling, TCPA/CAN-SPAM, data retention, cookie consent.
Day-to-day responsibilities
- Own DTC backlog and sprint cadence; prioritize conversion and cycle-time wins.
- Define data layer/events with dev; validate with GA4 maintain accuracy.
- Build lifecycle flows and testing roadmaps; partner with Content Lead on message match.
- Stand up helpdesk + knowledge base; integrate FAQs/returns into PDPs and emails.
- Monitor fulfillment flow, order processing,
- Create an executive dashboard (revenue mix, CVR, AOV, CAC payback, LTV, refunds, ship-on-time, CSAT).