E-commerce Operations & Customer Success Manager na Mackey's

Description

Job Description:

We're seeking a strategic and customer-focused E-commerce Operations & Customer Success Manager to drive growth through exceptional service and digital innovation. This role combines operational excellence with business development, ensuring we not only meet our customers' current needs, but also anticipate and shape future opportunities in our e-commerce service.

About the Company:

At Mackey’s, you will be focused on executing and growing a retail service that helps our customers care for their pets, farms, and gardens. This is captured in our slogan “Where the Home Grows.”

We're a small business with big dreams and we are looking for people who want to join us on this mission...because Mackey's Grows.

About the Role:

As our E-commerce Operations & Customer Success Manager, you'll be instrumental in strengthening customer relationships while optimizing our digital presence and operational efficiency. The ideal candidate is both analytical and personable, able to identify growth opportunities through customer insights while ensuring seamless day-to-day operations.

Requirements

Drive Growth

Customer Relationship & Business Development

· Build relationships with customers to understand their needs and identify growth opportunities

· Analyze customer feedback and purchasing patterns to enhance the online shopping experience

· Collaborate with merchandising team to develop strategies for customer retention and acquisition

E-commerce & Digital Operations

· Drive continuous improvement of our online platform and digital customer experience

· Monitor and analyze e-commerce metrics to identify trends and opportunities

· Develop and implement strategies to increase online sales and customer engagement

Execute Effectively

Order Fulfillment & Logistics Management

· Strategically plan and optimize delivery routes utilizing the routing software platform

· Coordinate split orders and manage inventory availability

· Proactively communicate delivery updates to customers

Customer Experience & Support

· Lead customer support initiatives via phone and email

· Manage customer account data and renewals

· Handle product inquiries and resolve customer concerns with a focus on relationship building

Financial Operations & Inventory Management

· Implement strategies to minimize inventory shrinkage

· Process and reconcile refunds across multiple platforms

· Maintain accurate product pricing

· Manage vendor partnership programs

Personal Growth

Skills & Qualifications (that you have or desire to learn):

· Strong business acumen with a focus on digital commerce and customer experience

· Proven track record of building and maintaining customer relationships

· Experience with e-commerce, inventory management, or point-of-sale platforms

· Strong analytical skills and data-driven decision making

· Excellent project management and organizational abilities

· Outstanding written and verbal communication skills

· Ability to manage multiple priorities in a fast-paced environment

· Proficiency in Google Workspace and standard business applications

This position offers an opportunity to shape the future of our digital presence while ensuring operational excellence. The ideal candidate will be someone who combines strategic thinking with hands-on execution, always keeping customer satisfaction and business growth at the forefront of their decisions.

Employment Package

Benefits

· Health Insurance

· 401(k)

· Paid time off

Schedule

· Full-time

· Monday to Friday

· Weekends as needed

Work Location:

Mackey’s Willimantic Office