Ecommerce & Customer Experience Manager

• **We Need Someone Who Makes Things Run.**
• Grandma makes the food and we are looking for someone to make sure the rest of the business shows up the same way the food does. Especially for the people who trust us with their fur babies.
• **ABOUT US & THE ROLE**
• Grandma Lucy's has been feeding dogs like family for 26 years. Real ingredients. No fillers. No shortcuts. And our customers? They're not just customers. They are family too. The pet parents who have trusted us since their first pup. The new pet parents figuring out what real food even means. The loyal ones who've grown with us for decades. Every single one of them deserves to feel that from the moment they discover us to the moment they reorder for the hundredth time.
• We are looking for an Ecommerce & Customer Experience Manager who owns our digital channels end-to-end, manages a small team, and makes sure our customers, both the two-legged and four-legged ones, feel that love at every touchpoint. Whether they are browsing for the first time, navigating a transition, or reaching out with a question, someone who genuinely cares should be on the other end of that experience. That someone is you and your team.
• **YES, THERE ARE DOGS IN THE OFFICE!**
• We are based in Rancho Santa Margarita, CA and this is an in-office position but don’t worry... Our team brings their dogs in. You'll know everyone's pet by name before you learn their last name.
• **WHAT YOU'LL OWN**
• All Amazon Vendor Central operations (POs management, chargebacks, compliance, issue resolution)
• DTC and marketplace operations across all platforms
• Day-to-day management of our small but mighty, amazing marketing team
• Final sign-off on all content, campaigns, and customer communication implementation
• Ensure all of our valued customers are handled with warmth and care
• Align email marketing calendar and campaigns so they go out on time
• KPI tracking and regular performance reporting
• Cross-functional coordination with Ops and Sales
• **WHAT WE'RE LOOKING FOR**
• 3–5 years of ecommerce experience; CPG or pet industry experience a strong plus
• Amazon Vendor Central experience required
• Experience managing direct reports
• Familiarity with email marketing platforms
• Experience with ecommerce advertising platforms
• Strong written communication skills
• Obsessively organized
• Self-directed, execution-focused, and reliable
• Passion for pets is listed as a plus!
• Pay: $60,000.00 - $85,000.00 per year

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance
• Work Location: In person