Ecommerce Manager

**Is your future at Dermalogica?**
- Global number one Professional Skin Care Company
- Career progression opportunities within a multinational organisation
- Incredible work culture that supports openness and connectivity
- Competitive salary package including performance bonus

**Life at Dermalogica**

At Dermalogica we value innovation, commitment, and excellence. Our tribe embody our core values, are passionate about innovation, and are passionate about educating and delivering outstanding services to our customers. We believe in our people and what they are capable of and we offer a suite of rewards including:

- Competitive salary package with annual performance-based salary review and bonus
- Flexible working arrangements
- Countless opportunities for education and development including mentoring, access to Unilever's learning Hub, access to Dermalogica's Post-Graduate Education, and LinkedIn Learning
- Monthly Product Allocation
- Income protection insurance
- Mental Health & Wellbeing Program
- Counselling through our Employee Assist Program
- Generous parental support program

**The Company**

Dermalogica, the world's leading professional skin care brand, partnered with Unilever, a world leader in personal care, are redefining skin care worldwide. Forming the cornerstone of Unilever's Prestige Personal Care Division, Dermalogica continues to be an entrepreneurial company that fosters personal well-being and integrity in a hands-on environment making us one of the world's most respected skin care lines.

**The Role (Full-Time)**

Dermalogica is the authority in professional aesthetic and skincare industry. Our sole purpose is to empower and educate aesthetic professionals who sit at the heart of our brand. Our tribe is our community of industry professionals in our salons, medi-clinics, colleges, and retail outlets. We are always looking for passionate individuals to join us who want to be a part of the next chapter in Dermalogica's rich history of success.

**E-Commerce Manager**

Your main role as Dermalogica's E-Commerce Manager is to manage Dermalogica's eCommerce site (Shopify Plus) to drive online customer acquisition, conversion, retention and achieve overall business objectives and performance targets. You will also be optimising the online customer experience to improve customer satisfaction, drive on-site conversion and subscription/auto-replenishment purchases. You will also drive awareness of Dermalogica Professional Treatments and Services and support the Professional Skin Therapist, Retail & Flagship Store channels.

**Duties and Responsibilities**

**Management**:

- Identifying new opportunities to grow the business.
- Proactively assess initiatives, their success rates and review alternative strategies.
- Liaise between departments including Marketing, Customer Service, Operations, Education and Finance to solve problems and improve the customer experience and retention.
- Develop metrics/KPI's and regular reporting to track eCommerce performance.
- Lead and drive continuous improvement of customer experience and engagement, championing the voice of customers internally, ensuring the customer is always front of mind for decision-making throughout the organization and in the way marketing/communications are undertaken.
- Work closely with the customer service team to provide an exceptional customer experience.
- Ensure new and existing content is on-brand, current and contextually relevant.
- Bring creative & disruptive ideas on how to engage our ecommerce customers & consumers online.
- Manage the D2C helpdesk (Gorgias) and ensure that feedback and insights are utilized to improve the customer experience.
- Work with the eCommerce Development Agency and put together a development roadmap.

**Onsite**:

- **Work with Digital Marketing Manager to plan and execute relevant marketing promotions, campaigns, and product launches for the Dermalogica brand through the website.**
- **Generate and maintain high quality landing pages.**
- **Achievement of commercial metrics (revenue, sessions, AOV, UPT, conversion rate, bounce rate, site speed and new subscriptions/auto-replenish purchases).**
- **Monitor the site daily, ensuring all site functionalities are working correctly and if issues are found they are resolved in a timely manner.**
- **Identify and resolve any technical issues that are limiting the performance of the business.**
- **Audit and put together a testing plan/roadmap for conversion rate optimization (CRO) across the eCommerce website.**
- **Create and enforce consistent design conventions, standards and patterns following best practices and brand guidelines.**
- **Monitor onsite behavior and formulate finely tuned targeted promotions based on insights and learnings.**
- **Continuously track, monitor and improve (with the appropriate modifications to the site) the customer journey. Monitoring customer reviews on-site and passing feedback on to the relevant depar