E - Commerce and CRM Manager

Overview

Gingerlilly

E - Commerce & CRM Manager

Full-time

Gingerlilly Sleepwear

Gingerlilly Sleepwear is a growing luxury sleepwear brand known for its elegant, high-quality designs and commitment to delivering unparalleled comfort.

Are you passionate about fashion, e-commerce and delivering an excellent customer experience? We're looking for a sharp, commercially minded E-Commerce & CRM Manager to lead our e-commerce and marketplace channel growth. In this role you will oversee digital sales channel performance, drive revenue and profitability while managing team KPI's. We are looking for someone with high attention to detail and adaptable mindset who can lead a new team to contribute to the continued growth of our brand.

What You'll Do

Website Trading & Merchandising

• Lead daily site trading including product setup, inventory accuracy, pricing, and promotional execution.
• Ensure the site is visually compelling, aligned with campaign activity, and updated across homepage, navigation, PLPs, and PDPs.
• Conduct stock and sell-through analysis to inform merchandising and content decisions.
• Partner with retail to align online product and promotions with in-store activity.
• Lead best practice product merchandising strategies to fully leverage available customer data and tools
• Manage external Marketplace integrations and sales

Conversion Rate Optimisation & UX

• Manage the CRO roadmap, using funnel analysis and A/B testing to optimise conversion and AOV.
• Improve checkout, mobile performance, and user journey flows.
• Support the forecast of conversion rates, AOV, returns, and total online revenue alongside the Interim Head.

CRM, Retention & Customer Journeys

• Own the day-to-day execution of email, SMS, and loyalty campaigns, including builds, segmentation, and sends.
• Build and optimise flows including welcome, abandonment, post-purchase, win-back, and VIP journeys.
• Segment audiences to deliver personalised messaging and improve LTV.
• Integrate retail and e-commerce customer data for a unified customer view.

Customer Experience & Service

• Ensure a seamless onsite and post-purchase experience across checkout, fulfilment, and returns.
• Implement tools and processes that make customer interactions efficient and on-brand.
• Collect and analyse customer feedback to identify pain points and drive retention strategies.

SEO & Content Management

• Own on-site SEO execution including metadata, site structure, internal linking, and tagging.
• Ensure product and content updates support discoverability and align with organic trends.

Reporting & Insights

• Track and report on KPIs including revenue, conversion, AOV, LTV, bounce rate, cart abandonment, and service metrics (CSAT, NPS).
• Analyse traffic, cohort performance, and retention trends to improve both site and marketing effectiveness.

Technical

• Coordinate with external Shopify/App dev partners as required

Who You Are

You are an experienced e-commerce leader who combines a customer-first attitude with a highly organised hands on approach.

• Self-motivated and pro-active
• Organised and process driven
• Excellent communication skills with high attention to detail
• Adaptable and comfortable with change
• Genuine passion for fashion, people and all aspects of digital commerce

Skills & Experience

• Min 3 years in an E-Commerce Manager role
• Experience managing an online store using Shopify
• Proficiency with Klaviyo (or similar CRM/marketing automation platforms)
• Familiarity with Gorgias (or similar customer service tools)
• Proficiency in using digital marketing tools and tracking platforms, such as Ads manager, GA4
• Must have apparel/fashion sector experience and can demonstrate clear understanding of retail industry cycles, seasonality and other variables impacting consumer buying behaviour
• Experience working in fast growth phase business would be a plus.

What We Offer

• Competitive salary + performance incentives
• The opportunity to own and grow a high-impact function
• A dynamic, supportive team culture
• Staff discounts

How to Apply

To apply for this position, please send your resume and cover letter directly to careers@gingerlilly.com.au

We will not be engaging with recruitment agencies for this role, and we will only be considering direct applicants.

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