E-Commerce & Marketplace Operations Manager
About the Role
We are looking for an experienced E-Commerce & Marketplace Operations Manager to own and grow our online business across our direct-to-consumer storefront and third-party retail marketplaces.
This role combines e-commerce strategy, marketplace management, merchandising, inventory coordination, fulfillment optimization, and operational execution. You will manage a Shopify store operating across two countries and support the execution of marketing, merchandising, and logistics strategies across a portfolio of third-party platforms, including Amazon, Home Depot, Lowe’s, Zoro, Wayfair, Walmart, and others.
Together, these channels represent up to $10 million in annual revenue.
The successful candidate will be commercially minded, operationally focused, and comfortable working with bulky, heavy, oversized, or technically complex products. You will help connect online revenue performance with product availability, inventory allocation, freight costs, fulfillment efficiency, delivery performance, and customer satisfaction.
This is a hands-on role. Responsibilities may include platform management, product and inventory updates, marketplace operations, reporting, process improvement, content coordination, and collaboration with internal teams and external partners.
Reports to: Director of Marketing
Employment type: Full-time
Experience level: Mid-level, approximately 3 to 6 years
Key Responsibilities
E-Commerce & Marketplace Management, approximately 55%
- Own the day-to-day management and continuous improvement of our Shopify store across two countries.
- Manage localized site structures, currencies, tax settings, navigation, product listings, pricing, promotions, and inventory synchronization across SKUs and regions.
- Execute merchandising, content, and commercial strategies across third-party retail platforms, including Amazon, Home Depot, Lowe’s, Zoro, Wayfair, Walmart, and other relevant marketplaces.
- Optimize product titles, descriptions, imagery, specifications, pricing, and enhanced content to improve visibility, conversion, and profitability.
- Manage Amazon A+ Content and retailer-specific content requirements.
- Support buy-box performance, catalog accuracy, pricing consistency, product data quality, and marketplace compliance.
- Develop and execute merchandising strategies for the Shopify homepage, product detail pages, collection pages, and seasonal landing pages.
- Plan, launch, and optimize promotional campaigns, flash sales, seasonal events, and product launches across DTC and marketplace channels.
- Drive conversion rate optimization through A/B testing, UX improvements, customer behavior analysis, and funnel optimization.
- Manage email marketing campaigns and automated flows using Klaviyo or an equivalent platform.
- Implement on-page and technical SEO best practices, conduct keyword research, and monitor organic performance across Shopify and marketplaces.
- Coordinate retail media and paid campaigns, including Amazon Ads, Google Ads, and Meta Ads, in collaboration with internal marketing teams or agency partners.
- Track and report on key commercial KPIs by channel and country, including revenue, conversion rate, average order value, customer acquisition cost, return on ad spend, cart abandonment, and marketplace performance.
E-Commerce Operations, Logistics & Fulfillment, approximately 30%
- Monitor product availability, inventory levels, stockouts, overselling risks, and replenishment requirements across Shopify and third-party marketplaces.
- Coordinate with purchasing, supply chain, warehouse, logistics, customer service, and finance teams to ensure products are available where and when they are needed.
- Support demand forecasting and inventory planning based on sales performance, promotions, seasonality, product launches, and marketplace requirements.
- Help optimize the flow of goods from suppliers and warehouses to customers across DTC and marketplace channels.
- Coordinate order routing, fulfillment processes, shipping performance, and delivery expectations across countries and sales channels.
- Coordinate fulfillment and delivery processes for bulky, heavy, oversized, fragile, or technically complex products.
- Consider packaging requirements, dimensional weight, palletization, carrier restrictions, freight costs, delivery timelines, and damage prevention when planning fulfillment processes.
- Work with warehouses, 3PLs, freight carriers, and customer service teams to reduce damage, delivery exceptions, refused shipments, and freight-related customer issues.
- Support the optimization of packaging, palletization, shipping methods, carrier selection, and delivery services for large or heavy products.
- Coordinate special delivery requirements, including residential freight, liftgate services, appointment-based delivery, job-site delivery, and other applicable transportation needs.
- Monitor marketplace operational metrics, including late shipment rates, cancellation rates, order defect rates, fill rates, delivery performance, and customer-impacting fulfillment issues.
- Monitor freight and fulfillment costs by product and channel to identify opportunities to improve margins while maintaining service levels.
- Support inventory allocation across sales channels to reduce stockouts, excess inventory, missed sales opportunities, and channel conflicts.
- Coordinate product launches and catalog updates by ensuring product data, inventory availability, packaging, pricing, shipping information, and marketplace requirements are ready.
- Help manage returns, refunds, damaged shipments, replacement orders, freight claims, and other fulfillment-related customer issues.
- Develop processes for handling returns and replacements involving bulky, heavy, oversized, or damaged products.
- Identify opportunities to improve processes, automate manual tasks, and strengthen data synchronization between Shopify, marketplaces, ERP, WMS, 3PL, and other systems.
- Maintain accurate operational documentation, procedures, and reporting for the e-commerce ecosystem.
- Manage third-party applications, integrations, retailer portals, and vendor relationships connected to e-commerce operations.
Content & Creative Support, approximately 15%
- Coordinate and, where needed, produce marketing and merchandising assets, including banners, email visuals, product imagery, product comparison charts, and marketplace content.
- Use Adobe Creative Suite, Figma, Canva, or equivalent tools for basic asset creation and editing.
- Write and optimize product descriptions, technical product content, campaign copy, email copy, and promotional messaging.
- Maintain a digital asset library and ensure brand consistency across channels and countries.
- Perform basic HTML and CSS edits for Shopify customization and content formatting.
- Adapt and localize content for two-country audiences.
- Ensure product content clearly communicates dimensions, weight, installation requirements, shipping limitations, and other information relevant to bulky or technically complex products.
- Partner with internal design teams, agencies, and external creative resources for larger production projects.
Required Qualifications
- Bachelor’s degree in Marketing, Business, E-Commerce, Communications, Supply Chain, or a related field, or equivalent practical experience.
- Three to five years of hands-on experience managing an e-commerce platform, with Shopify or Shopify Plus experience preferred.
- Demonstrated experience managing or executing commercial and operational strategies across third-party marketplaces.
- Experience with Amazon Seller Central or Vendor Central, Walmart Marketplace, and preferably home-improvement or big-box retail platforms such as Home Depot, Lowe’s, Zoro, or Wayfair.
- Experience coordinating e-commerce fulfillment, inventory availability, order management, replenishment, or marketplace operations.
- Experience managing the e-commerce, fulfillment, or logistics requirements of bulky, heavy, oversized, fragile, or technically complex products.
- Understanding of freight shipping, dimensional weight, palletized shipments, carrier restrictions, damage prevention, freight claims, and delivery service levels.
- Experience working with 3PLs, freight carriers, warehouses, distributors, or fulfillment partners.
- Proficiency with Google Analytics 4 or an equivalent analytics platform, with a strong data-driven approach to decision-making.
- Solid understanding of SEO, SEM, on-page optimization, conversion rate optimization, and e-commerce analytics.
- Experience with Klaviyo, HubSpot, or another email marketing and automation platform.
- Basic HTML and CSS skills for storefront customization and content formatting.
- Working familiarity with Adobe Creative Suite, Figma, Canva, or similar tools.
- Strong copywriting and product content development skills.
- Understanding of inventory synchronization, ERP, OMS, WMS, EDI, 3PL, or related e-commerce systems.
- Excellent project management, problem-solving, and cross-functional collaboration skills.
- Strong attention to detail, with experience managing large product catalogs of 500 or more SKUs across multiple channels.
- Ability to manage competing priorities and work effectively in a hands-on operating environment.
Nice-to-Have Qualifications
- Experience managing e-commerce operations across multiple countries, currencies, or tax environments, including Shopify Markets.
- Experience with Amazon Advertising, retail media, or marketplace advertising tools.
- Experience with fulfillment providers, 3PLs, warehouse management systems, transportation partners, or freight management platforms.
- Experience with inventory planning, demand forecasting, product allocation, or replenishment processes.
- Experience with LTL freight, residential delivery, liftgate services, appointment-based delivery, job-site delivery, freight claims, and oversized-product returns.
- Experience in plumbing, HVAC, construction, building products, home improvement, appliances, industrial equipment, or another category involving heavy or oversized products.
- Experience using AI-powered tools such as ChatGPT or Claude for workflow automation, analysis, and content generation.
- Shopify Liquid theme development or headless commerce experience.
- Hands-on experience with Google Ads or Meta Ads.
- Experience with CRM or CDP platforms such as Salesforce or HubSpot.
- Proficiency with advanced analytics tools such as Tableau, Power BI, SQL, or equivalent.
- Bilingual capabilities in English and French or English and Spanish.
Key Performance Indicators
Success in this role will be measured through a combination of commercial, operational, and customer experience metrics, including:
- Revenue and profitability growth by channel and country.
- E-commerce conversion rate and average order value.
- Marketplace visibility, conversion, buy-box performance, and account health.
- Return on ad spend and overall marketing efficiency.
- Product availability and reduction of stockouts or overselling.
- Inventory accuracy and channel allocation efficiency.
- Order fulfillment, shipping, and delivery performance.
- Reduction in freight costs, damage rates, delivery exceptions, and customer-impacting issues.
- Reduction in cancellations, returns, refunds, and freight claims.
- Customer satisfaction and marketplace service-level performance.
- Improvement in process efficiency, data accuracy, and automation across the e-commerce ecosystem.
What We Offer
- Competitive base salary.
- Performance bonus tied to e-commerce, marketplace, and operational performance targets.
- Health, dental, and vision benefits.
- Professional development budget for certifications, conferences, and training.
- Flexible or hybrid work arrangement.
- The opportunity to own and improve a multi-channel, multi-country digital business from strategy through execution.
- A cross-functional role with direct impact on revenue growth, customer experience, inventory efficiency, fulfillment performance, and operational scalability.
