Manager, eCommerce

ECommerce Manager

The eCommerce Manager is responsible for the strategy, performance, and day-to-day operations of SHRM's digital commerce experience. This role ensures the eCommerce ecosystem supports organizational objectives, customer needs, and revenue goals while driving continuous improvement across the customer journey, including product discovery, evaluation, purchase, and post-purchase management.

Working cross-functionally across business strategy, digital experience, technology, product operations, analytics, and marketing, the eCommerce Manager serves as the business owner for the eCommerce platform and related capabilities. The role translates business requirements into scalable digital solutions, ensures the operational effectiveness and performance of the commerce platform, and identifies opportunities to enhance functionality and customer experience.

The eCommerce Manager develops and executes the eCommerce roadmap, monitors and analyzes performance and conversion metrics, defines business and functional requirements, partners with Technology to address system needs and issues, and coordinates cross-functional activities supporting product launches and enhancements.

eCommerce Strategy, Customer Experience & Business Performance

• Develop and execute the eCommerce strategy and roadmap, aligning priorities with organizational objectives, customer needs, revenue opportunities, and long-term scalability.
• Identify and prioritize opportunities to improve conversion, average order value, digital adoption, customer experience, and overall eCommerce performance through enhancements to technology, processes, merchandising, and digital experiences.
• Develop business cases and recommendations for new commerce capabilities, enhancements, and investments based on business value, customer impact, performance data, and operational requirements.
• Monitor and analyze key eCommerce metrics, including revenue, conversion, average order value, checkout and product performance, and customer behavior; translate insights into actionable recommendations, priorities, and risk mitigation strategies.
• Partner with Marketing, Brand, UX, Content, Product, and other stakeholders to optimize the digital customer journey, effectively communicate product value, and support customer decision-making.
• Lead and develop the eCommerce team by establishing priorities, accountabilities, and performance expectations while enabling team members to independently own assigned areas of the business.

Commerce Platform & Technology

• Serve as the primary business owner for the eCommerce technology ecosystem and co-business owner of Net Suite for product data, partnering with Technology, engineering, architecture, and external partners to ensure platform capabilities support business and customer needs.
• Translate business requirements into functional requirements, user stories, process flows, and acceptance criteria, and partner with technical teams through solution design, development, testing, implementation, and post-launch validation.
• Maintain an understanding of commerce architecture, integrations, and data flows across commerce, CMS, ERP, CRM, payment, analytics, fulfillment, and related platforms to identify dependencies and opportunities for improvement.
• Partner with Technology to diagnose and prioritize production issues and drive platform, integration, and automation enhancements that improve customer experience, functionality, scalability, and operational efficiency.

eCommerce Operations & Product Launches

• Oversee the operational health of the eCommerce business, including product and catalog management, product setup and configuration, SKU structures, pricing, promotions, purchasing experiences, and transaction flows.
• Lead eCommerce activities for new product launches, ensuring commerce requirements, system dependencies, configurations, testing, and operational readiness are completed prior to launch.
• Coordinate dependencies across eCommerce, ERP, payments, fulfillment, Finance, Customer Experience, and other connected systems and teams to ensure accurate and reliable transaction processing.
• Establish and maintain processes, controls, documentation, and governance that support accurate, efficient, and scalable commerce operations.
• Lead resolution of commerce-related operational issues, coordinating across teams to identify root causes, minimize customer and business impact, and implement solutions that reduce recurrence.
• Balance day-to-day commerce operations and issue resolution with product launches, platform development, and longer-term optimization priorities.