Site Merchant

COS BAR is seeking a commercially minded, digitally savvy Digital Merchant to support the growth and optimization of its e-commerce business. This role sits at the intersection of merchandising, digital experience, and customer service, with responsibility for managing online product assortments, driving product discovery, maintaining compelling site presentation, and delivering an exceptional customer experience.

The ideal candidate has a strong understanding of luxury beauty, an eye for product and brand curation, and a customer-first mindset. This individual will use sales performance, customer feedback, and site analytics to identify opportunities, improve the online shopping experience, and drive conversion and revenue.

70k Annually and up depending on experience

• Manage daily merchandising of the COS BAR website, ensuring products, brands, and categories are presented accurately and compellingly.
• Execute product launches, new brand introductions, seasonal campaigns, promotions, and site updates.
• Optimize product placement, category pages, navigation, search, filters, and product recommendations to improve product discovery.
• Maintain accurate product information, including descriptions, attributes, imagery, pricing, availability, and categorization.
• Ensure the online assortment reflects brand positioning, inventory availability, and merchandising priorities.
• Monitor site content and product presentation to identify and resolve inconsistencies or opportunities.

• Monitor online sales, conversion, average order value, sell-through, and product performance.
• Identify trends and opportunities across brands, categories, and individual SKUs.
• Partner with Merchandising and Planning to optimize online assortments, inventory availability, and product productivity.
• Identify product and category white space opportunities based on customer demand and online shopping behavior.
• Leverage reporting and analytics to make recommendations that improve sales and profitability.

• Support day-to-day customer service inquiries across email, phone, and other customer communication channels.
• Serve as a point of contact for customer questions related to products, orders, shipping, returns, exchanges, and promotions.
• Provide knowledgeable, personalized product recommendations across skincare, makeup, fragrance, and haircare.
• Resolve customer issues with professionalism, urgency, and a luxury-service mindset.
• Partner with fulfillment, retail operations, and internal teams to address order issues, shipping delays, returns, and other customer concerns.
• Monitor customer feedback and recurring inquiries to identify opportunities to improve the website, product information, policies, and overall shopping experience.
• Help ensure a consistent, elevated customer experience that reflects the COS BAR brand.

• Partner with Marketing on email campaigns, digital promotions, product launches, and seasonal initiatives.
• Work closely with Merchandising and brand partners to coordinate product information, assortment updates, and new launches.
• Collaborate with Creative and Digital teams to maintain compelling site content and a cohesive brand experience.
• Partner with Operations and Fulfillment to support order management and customer satisfaction.

• 2–5+ years of experience in e-commerce, digital merchandising, online retail, or customer service, ideally within luxury or prestige beauty.
• Strong understanding of e-commerce merchandising, product content, site navigation, and online customer experience.
• Experience with e-commerce platforms and content management systems;
  Shopify or similar platform experience preferred.
• Strong customer service skills with the ability to manage inquiries, resolve issues, and deliver a high-touch experience.
• Knowledge and passion for luxury beauty, including skincare, makeup, fragrance, and haircare.
• Strong analytical skills and comfort working with sales reports, site analytics, and performance metrics.
• Exceptional attention to detail, organization, and follow-through.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced, evolving retail environment.