Manager, Website Merch - Pottery Barn
About The Position
The Manager, Website Operations + Merchandising oversees day-to-day website operations and ensures site initiatives are executed on schedule and according to best practices. The role also drives channel merchandising strategies using site analytics to improve the customer experience, conversion, and product representation. It works with cross-functional teams to promote operational excellence and a superior online experience, and serves as a brand leader and customer advocate. The position reports to the Head of E-Commerce and is onsite in San Francisco four days per week. The role combines website strategy, merchandising, content publishing, project management, quality assurance, site issue resolution, analytics, and process improvement. It involves coordinating seasonal launches and other initiatives across teams, maintaining accurate product listings, and communicating deliverables to partners. The position also supports cross-functional projects and uses industry, competitor, and eCommerce trends to recommend improvements to content management systems, the site platform, and the front-end experience.
Requirements
- Bachelor’s degree required.
- 5+ years of experience in an e-commerce, website operations, or web merchandising role.
- Strong affinity for the product and brand.
- Project management skills and ability to manage multiple complex projects simultaneously.
- Previous experience managing a team with direct reports.
- Ability to adapt and respond urgently in a fast-paced, evolving environment.
- Strong knowledge of web development lifecycle and processes.
- Creative problem-solving and analytical skills.
- Excellent communication skills, including explaining complex concepts and interfacing with executive leadership and developers.
- Ability to be a team player and drive results.
- Ability to lead projects effectively with minimal supervision and keen attention to detail.
- Content management system experience required.
- Experience with project/story management tools such as JIRA or Confluence required.
- Proven analytical and business planning skills.
- Ability to make timely decisions, anticipate problems, and provide creative solutions.
- Well-organized and detail-oriented.
- Excellent written and verbal communication skills.
- Strong quantitative skills.
- Experience creating PowerPoint presentations.
- Intermediate Excel skills, including working knowledge of pivot tables and VLOOKUPs.
Nice To Haves
- Experience with Adobe Analytics and/or the Test & Target suite.
Responsibilities
- Use knowledge of web design, technical capabilities, consumer behavior, and operational processes to develop website strategies that increase conversion, improve customer experience, and improve product assortment representation.
- Build webpages and launch marketing and merchandising content as needed.
- Collaborate with IT, Creative, Marketing, Merchandising, and Development teams on site enhancements, product launches, and promotional campaigns.
- Manage seasonal product and feature projects end to end.
- Troubleshoot website issues or escalate them and follow through to resolution.
- Review the site from a customer-first perspective, identify operational and customer experience problems, and propose and deliver solutions.
- Test and perform QA/UAT on site initiatives before launch, prioritize issues, and validate fixes.
- Represent brand requirements and priorities as a primary or secondary lead on IT governance roadmap projects.
- Build and maintain relationships across brand channels, other WSI brands, and shared services teams.
- Accommodate off-hour or cadence-based site launches and technical issue triage with a flexible schedule.
- Monitor and analyze website traffic, user behavior, and conversion metrics to identify improvement opportunities and implement data-driven optimizations.
- Establish streamlined processes with cross-functional teams for timely and accurate seasonal launches.
- Audit product listings and ensure product information, pricing, descriptions, and images are accurate and up to date.
- Communicate deliverables clearly and consistently to cross-functional partners to foster collaboration and alignment.
- Analyze weekly, monthly, and ad hoc reports to identify growth opportunities and inform channel decisions.
- Support cross-functional projects and initiatives with website merchandising and customer experience expertise.
- Track industry best practices, competitor activity, and emerging eCommerce and website merchandising trends, and incorporate relevant insights into strategy.
- Stay informed about web best practices, the competitive landscape, and business goals to recommend process, content management system, site platform, and front-end experience improvements.
Benefits
- Generous discount on all WSI brands.
- 401(k) plan and other investment opportunities.
- Paid vacations, holidays, and time off to volunteer.
- Health benefits, dental and vision insurance, including same-sex domestic partner benefits.
- Tax-free commuter benefits.
- Wellness program supporting physical, financial, and emotional health.
- In-person and online learning opportunities through WSI University.
- Cross-brand and cross-function career opportunities.
- Resources for self-development.
- Advisor (mentor) program.
- Career development workshops, learning programs, and speaker series.
- Compensation may include benefits, paid time off, merit, and bonus opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
