eCommerce Experience Manager

With Mother's Day around the corner, Teleflora is busier than ever! We are looking for our eCommerce Experience Manager. We’ve been a part of The Wonderful Company family since 1979, with a nationwide network of florists we’ve become the world’s largest flower delivery service. With more than 10,000 member florists in North America, we lead the industry by working directly with our florists to hand-arrange and hand deliver every bouquet! We’re a sustainable network of locally owned florists. Teleflora provides innovative marketing, education and technology to make sure our member florists get the resources they need to thrive, creating beautiful bouquets with keepsake vases delivered to your door.

We are seeking a strategic and data-driven eCommerce Experience Manager to drive conversion optimization, product selection, and customer engagement on Teleflora.com.  The focus of this position is to deliver measurable business outcomes, including increased sales, customer retention, and overall engagement. Blending creativity, strategy, and analytics, this results-driven position will play a pivotal role in bridging eCommerce goals with company objectives while delivering an exceptional customer experience.

This position will be based at our West Los Angeles, CA office. We work a hybrid schedule with an in-office requirement Monday-Wednesday and the option to work remotely on Thursday and Friday.

Conversion Optimization & Business Impact:

• Analyze and identify high-impact areas of the customer journey, focusing on layout, navigation, product presentation, and checkout flow to reduce friction and enhance the user experience.
• Develop hypotheses and iterative test plans to refine site functionality, visual merchandising, and promotional strategies.
• Leverage behavioral and transactional data to design actionable improvements that drive measurable business outcomes, including sales growth and customer engagement.
• Partner with Analytics team to build dashboards to monitor and report on key performance metrics, including conversion rates, product performance, and customer satisfaction.

Product Merchandising Strategy:

• Analyze sales data, market trends, and customer behavior to recommend optimal product assortments and merchandising strategies.
• Partner with external team members to align product merchandising with branding efforts, ensuring a seamless integration of eCommerce and brand goals.
• Select featured products for homepage, promotional pages, and marketing campaigns based on data-driven insights.
• Optimize product categories and landing pages to maximize discoverability and conversion, ensuring site content aligns with customer expectations and business priorities.
• Track seasonal sales patterns and make recommendations for pricing, promotions, and featured items to drive consistent growth.

User Experience Leadership:

• Drive the UX strategy and ensure alignment with eCommerce objectives for conversion, customer satisfaction, and engagement.
• Collaborate with the creative team and marketing stakeholders on developing improved UX designs, tests, and recommendations, ensuring a cohesive and optimized customer experience.
• Lead Voice of Customer (VOC) initiatives, capturing feedback to prioritize and implement improvements.
• Work closely with design and development teams to optimize navigation, product pages, and overall site architecture.
• Stay informed on emerging UX trends and tools, incorporating best practices to maintain a competitive and engaging platform.

Collaboration & Alignment:

• Act as the primary liaison between internal eCommerce teams, the product marketing team, and other stakeholders to align merchandising and UX strategies with broader business goals.
• Bridge the gap between eCommerce goals and brand objectives, ensuring strategies are aligned to deliver a cohesive message across all touchpoints.
• Communicate findings, plans, and progress effectively to cross-functional teams and external partners, ensuring transparency and alignment.
• Champion a culture of data-driven decision-making, encouraging a focus on testing and optimization in all aspects of the eCommerce strategy.

Key Objectives

• Continuously improve the customer experience to achieve measurable business outcomes, including increased sales, customer retention, and engagement.
• Ensure seamless collaboration between the eCommerce team, Partnership Marketing, and the Product marketing teams to align strategies and deliver exceptional customer experiences.
• Use data-driven insights to develop innovative strategies that drive conversion, elevate the user experience, and maximize product merchandising effectiveness.

• Strong analytical skills with a track record of leveraging data to inform decisions and drive results.
• Proven experience in eCommerce optimization, testing, and UX/UI strategy.
• Familiarity with eCommerce platforms, analytics tools, and testing technologies.
• Expertise in digital merchandising strategies, sales trends, and customer behavior.
• Excellent communication and presentation skills, with experience collaborating across internal teams and external partners.
• A results-driven mindset with a passion for improving customer experiences and driving business growth.

Essential Knowledge & Education:

• Bachelor’s degree in Marketing, Business, eCommerce, Digital Strategy, or a related field (or equivalent work experience).
• Strong understanding of eCommerce platforms, digital merchandising, and UX best practices.
• Knowledge of conversion rate optimization (CRO), A/B testing methodologies, and multi-variant testing strategies.
• Familiarity with customer journey mapping, behavioral analytics, and engagement metrics to drive data-driven improvements.
• Experience working with analytics tools (Google Analytics, Adobe Analytics, Hotjar, or similar platforms) to assess performance and identify opportunities.
• Understanding of SEO principles and their impact on eCommerce visibility and conversion.

Key Skills & Experience:

• Data-Driven Decision Making: Ability to analyze sales data, customer behavior, and performance metrics to optimize product placement, navigation, and conversion.
• UX & Customer-Centric Thinking: Expertise in enhancing the digital customer journey, reducing friction, and creating a seamless shopping experience.
• eCommerce Merchandising: Strong skills in product selection, categorization, and pricing strategies to maximize discoverability and sales.
• Collaboration & Cross-Functional Leadership: Proven ability to work with marketing, design, and development teams to align business goals with eCommerce strategies.
• Project Management: Strong organizational and time management skills to manage multiple projects and deadlines effectively.
• Communication & Presentation Skills: Ability to clearly convey ideas, strategies, and performance insights to stakeholders at all levels.

Abilities:

• Ability to translate data insights into actionable eCommerce strategies.
• Ability to identify trends, forecast demand, and make data-backed merchandising decisions.
• Ability to work independently in a fast-paced environment while managing multiple priorities.
• Ability to stay ahead of industry trends and apply best practices to improve site performance and customer experience.
• Ability to bridge the gap between eCommerce goals and company objectives, ensuring alignment with overall business strategy.

This role requires a blend of analytical expertise, creative problem-solving, and strategic thinking to continuously enhance the digital shopping experience and drive measurable business growth.

Pay Range: $100,000 - $115,000 and may include a discretionary bonus. Final compensation will be dependent upon skills & experience.

• Thriving Wellness Community: Access to top-notch medical coverage comprehensive vision and dental plans, and a 401k with match eligibility to secure your financial future and including: 
  • 24/7 online physician consultations 
  • virtual mental health resources 
  • life coaching 
  • engaging employee community groups 
  • cash rewards for healthy habits and fitness reimbursements 
  • library of on-demand fitness videos 
• Career Advancement Opportunities: Unlock your potential with clear paths for career progression and internal mobility across our diverse family of brands and business units. 
• Focused Learning and Development: Grow as a leader with our dedicated Learning and Organizational Development department, offering extensive resources like People Manager and leadership training, webinars, and eLearning courses. 
• Empowering Mentorship Program: Connect with colleagues through our company-wide mentorship program to share goals, overcome challenges, and drive your career forward. 
• Continuous Improvement Training: Participate in training that empowers all employees to learn and implement concepts that drive significant, positive change in the workplace. 
• Building a Healthy Society: We focus on improving the social determinants of a healthy society-quality education and medical care, economic mobility, and a healthy environment-to help build thriving communities. Wonderful CSR
• Giving Back to the Community: Make a difference with Wonderful Giving, allowing you to allocate company-provided funds to up to three charities of your choice, and join Wonderful Neighbor to contribute to group service projects within our local communities. 

Say everything and share your "Love Out Loud™" with the gift of Teleflora® flowers—all made by hand and delivered by hand by your local florist. With more than 10,000 member florists in North America alone, Teleflora offers the kind of personal touches, artistry and expertise you expect from a trusted neighborhood florist—even if that neighborhood is across the country. No prepackaged flowers in nondescript boxes dropped on your doorstep—Teleflora's network of professional florists creates artistic arrangements personally delivered in a vase, often on the same day. Teleflora makes every day an occasion with a two-in-one gift that includes a multipurpose keepsake container for long-lasting enjoyment. For more, visit: www.teleflora.com, or follow us on Instagram and Facebook and tag your own #LoveOutLoud moment. 

Telefora is part of The Wonderful Company, a successful, fast-growing privately held $6 billion company with 10,000 employees worldwide. The Wonderful Company’s connection to consumers has health at its heart and giving back in its DNA. The company has a long-standing commitment to corporate social responsibility, including more than $1 billion invested in environmental sustainability; $65 million in charitable giving, education initiatives, and innovative health and wellness programs each year; and $143 million toward the construction of two charter school campuses in California’s Central Valley. To view the current Corporate Social Responsibility report, visit csr.wonderful.com.

The Wonderful Company is an Equality Opportunity Employer that provides opportunities for advancement. We are committed to creating a diverse workforce that embodies a deep culture of acceptance, equity, and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, region, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories.

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