eCommerce Manager, Digital Merchandising

Trupanion•Seattle, WA

2d•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 helping pet parents understand coverage value, build confidence, and improve enrollment performance in a competitive market. The ideal candidate will blend analytical skills with customer empathy, understanding how content, navigation, personalization, and testing contribute to effective digital experiences. This position is open to candidates in the Seattle area and offers a hybrid remote/in-office schedule, requiring at least 3 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.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Nice To Haves

Within your first year, you will: Develop and implement a digital merchandising framework that aligns customer needs, business priorities, and conversion goals across the end-to-end customer journey. Improve key conversion and enrollment metrics through testing and optimization. Create a more intuitive and customer-centric digital experience. Strengthen the connection between acquisition channels and on-site experiences. Help more pet parents understand the value of pet insurance and confidently enroll with Trupanion.

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 that align 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 to deliver cohesive customer experience across channels.
Manage Content & Navigation Experiences: Determine how site navigation, value propositions, education, and call-to-action are prioritized throughout the customer journey pathways. Partner with SEO and Creative teams to create compelling experiences that support both traditional search and emerging AI-driven discovery behaviors. Maintain and evolve navigation structures to ensure customers can easily discover and understand relevant information. Execute site updates and merchandising changes through internal content management and merchandising tools.
Optimize the Customer Journey: Analyze customer behavior, navigation patterns, funnel progression, and drop-off points to identify opportunities for improvement. Use customer insights and data to recommend and prioritize experience enhancements. Partner with Analytics to identify areas of study and prioritize features to enhance 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 to drive continuous optimization. Translate insights into actionable recommendations and influence cross-functional roadmaps. Recap performance and communicate outcomes to stakeholders across the organization.