eCommerce Manager, Digital Merchandising

Trupanion•Seattle, WA

3d•$110,000 - $130,000•Hybrid

About The Position

Trupanion is seeking an eCommerce Manager, Digital Merchandising to oversee the presentation, prioritization, and explanation of pet insurance value across their digital platforms. This role is crucial for enhancing customer understanding, building confidence, and improving enrollment performance in a competitive market. The ideal candidate will blend analytical skills with customer empathy, understanding the interplay of content, navigation, personalization, and testing in creating effective digital experiences. This position is open to candidates in the Seattle area and offers a hybrid remote/in-office schedule, requiring at least three days a week in their casual, pet-friendly office.

Requirements

7+ years of experience in digital merchandising, site experience, eCommerce, or conversion optimization.
Deep understanding of customer journeys, content strategy, and digital experience best practices.
Strong analytical skills with experience leveraging customer behavior data to drive business decisions.
Experience managing A/B testing programs and optimization roadmaps.
Ability to translate complex insights into clear recommendations and action plans.
Proven ability to influence and collaborate across Marketing, Product, Design, Analytics, and Technology teams.
Experience with web analytics platforms, testing tools, content management systems, and merchandising platforms.
Strong communication, storytelling, and stakeholder management skills.
Must be authorized to work for any employer in the U.S. (sponsorship not available).

Responsibilities

Drive Digital Merchandising Strategy: Own the presentation and prioritization of content, messaging, and customer experiences across digital channels. Develop content, navigation, and merchandising plans aligned with business priorities, customer needs, and enrollment goals. Ensure key value propositions, educational content, and product differentiators are surfaced throughout the customer journey. Partner with Marketing, Brand, Analytics, and Design teams for a cohesive customer experience.
Manage Content & Navigation Experiences: Determine the prioritization of site navigation, value propositions, education, and calls-to-action within customer journey pathways. Collaborate with SEO and Creative teams to create compelling experiences supporting traditional search and AI-driven discovery. Maintain and evolve navigation structures for easy customer discovery and understanding. Execute site updates and merchandising changes using internal tools.
Optimize the Customer Journey: Analyze customer behavior, navigation patterns, funnel progression, and drop-off points to identify improvement opportunities. Use customer insights and data to recommend and prioritize experience enhancements. Partner with Analytics to define study areas and prioritize features for conversion journeys. Help shape personalized experiences based on customer intent, acquisition source, pet characteristics, and lifecycle stage.
Lead Testing & Performance Optimization: Own a structured test-and-learn roadmap focused on improving conversion, engagement, quote starts, and enrollment performance. Develop hypotheses, define success metrics, and evaluate results for continuous optimization. Translate insights into actionable recommendations and influence cross-functional roadmaps. Recap performance and communicate outcomes to stakeholders.