Website Support Manager

Working for a much-loved D2C subscription and eCommerce specialist pet product brand, the Web Operations Manager / eCommerce Web Operations Manager / Web Ops Manager role involves overseeing the customer support and technical aspects of the e-commerce platform, Salesforce Commerce Cloud.

The business has a leading market position in their category, and have recently secured significant funding from a large parent investor, to develop & launch new products and drive growth to new customers in the UK and then overseas.

This is a hybrid role, working in their Central London office one day every fortnight.

The Web Operation Manager / eCommerce Web Operations Manager / Web Ops Manager will:

Act as the primary contact for escalated customer queries and issues from the support team.
Gather and direct customer feedback to relevant departments for improvements.
Organise training sessions for the support team on products, promotions, and subscription models.
Handle subscription-related issues, including modifications, cancellations, or payment queries.
Regularly monitor, analyse, and report on-site KPIs. Monitoring the overall operational site performance and usability. E.g. outages, or scheduled job failures
Provide insights of the revenue and customer impact to the wider D2C team as well as to developers and tickets. Then implement processes to help identify/reduce the risk moving forward, as well as recommendations for improvements.
Serve as the main point of contact between the e-commerce function and other departments such as product, tech, design, and customer service.
Work with other squad members to ensure site updates, product launches, promotions, and other initiatives are cohesively coordinated and communicated across teams.
Communicate all fixes made to customer experience/site usability issues.
Collaborate with the Salesforce Commerce Cloud development team to ensure the website operates seamlessly.
Address any technical issues promptly, including troubleshooting and resolving platform-specific challenges.
Supervise the implementation of Salesforce Commerce Cloud updates and enhancements.
Ensure the integration and compatibility of tech plugins and add-ons with the Salesforce Commerce Cloud platform.

Candidates for the Web Operation Manager / eCommerce Web Operations Manager / Web Ops Manager role must have:

Strong experience in a web operations role, resolving operational and technical issues with an eCommerce platform
Experience of Salesforce Commerce Cloud
Strong organisational and communication skills
Highly organised, able to multi-task and prioritise
Any knowledge of SAP is ideal but not essential

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