Social Media and E-Commerce Manager

Role Overview

We are looking for an all-round Social Media and E-Commerce Manager with generalist skills to support the day-to-day business operations. This role is primarily focused on delivering Social Media Management across e-commerce channels and Customer Engagement by providing excellent customer service, while also assisting with marketing activities.

RESPONSIBILITIES:

Social Media Management & Content Creation (Primary Focus)

* Content Calendar Execution: Plan, schedule, and maintain a consistent content calendar across key social platforms, specifically Meta (Facebook and Instagram).
* Asset Creation: Design and develop basic marketing content, including posts, captions, and visual assets, while maintaining absolute brand consistency.
* Community Management: Drive page strategy and engagement by monitoring and actioning social channels, responding promptly to comments, interacting with accounts and direct messages, and identifying potential members of the community.
* Performance Analytics: Track, analyze, and report on social media performance metrics to continually optimize engagement and growth.
* Marketing Support: Contribute creative inputs to general marketing initiatives, blog posts, and overarching brand campaigns.

Customer Experience & E-Commerce Support (Secondary Focus)

* Customer Support: Manage inbound customer inquiries across email, chat, and social helpdesks, ensuring professional, timely resolutions for order queries and product questions.
* Shopify Store Maintenance: Assist with the day-to-day management, health, and hygiene of the Shopify e-commerce platform, including supporting accurate order processing.
* Email Marketing: Create customer email content and build communication flows to enhance retention and customer lifetime value.
* SEO & Insights: Support search engine optimization (SEO) initiatives and actively monitor customer feedback trends to report recurring platform or product issues.
* Administrative Management: Maintain a calendar of major promotional dates, product launches, and seasonal campaigns.

Requirements

QUALIFICATIONS

* DTC Experience: Proven experience working within a Direct-to-Consumer (DTC) E-commerce environment.
* Social Media Proficiency: Demonstrated success managing and executing content strategies across Instagram, Facebook, TikTok, and LinkedIn.
* E-Commerce Platforms: Solid working knowledge of Shopify (or a similar e-commerce ecosystem) for storefront and order management.
* Customer Service Excellence: Strong background in e-commerce customer support with a track record of upholding high standards of customer experience.
* Communication Skills: Exceptional written and verbal communication skills with a sharp eye for detail, copy editing, and brand voice.
* Organizational Agility: Highly organized, proactive self-starter capable of managing multiple tasks simultaneously in a fast-paced environment.

Preferred Skills (Nice to Have)

* Design & Content Tools: Practical graphic design skills utilizing basic creative software or AI-driven content tools.
* CRM & Helpdesk Tools: Familiarity with e-commerce customer relationship management platforms, with a strong preference for Gorgias.
* Email Automation: Working knowledge of Klaviyo or similar customer communication and email marketing automation platforms.
* Amazon Ecosystem: Experience or familiarity with Creator Connections on Amazon.
* Strategic Insights: A strong foundational understanding of E-commerce customer journeys and optimization pathways.