whynow Music – Ecommerce Manager

We are looking for an experienced e-commerce professional to join the whynow Music team, leading on operations and strategy for our stores, as well as executing world-class customer service to fans. For this, you will help manage our artist and retail stores, customer service platforms, and work closely with various departments to provide exceptional shopping experiences. This role requires a combination of strategic thinking and hands-on execution.

We would love to hear from you if you have a passion for e-commerce and customer service, with a record of driving digital growth. You must have a keen eye for detail, the ability to project manage to deadlines, and feel comfortable liaising with a wide range of departments and stakeholders.

Key Duties:

• Daily store management of whynow music’s retail and artist Shopify stores in line with e-commerce best practice, managing and maintaining an always on product strategy.
• Day to day operational management of our stores; ensuring products are set up, listed, images sourced, prices correct, and products are kept in stock to maximise sales potential.
• Collaborating with cross-functional teams, including product, marketing and finance to ensure smooth e-commerce processes.
• Monitoring and analysing key performance indicators (KPIs) such as traffic, conversion rates, sales, and customer satisfaction to identify opportunities for improvement.
• Overall management of our customer support platform (Asana) to ensure fans receive the best possible service, as well as report on and implement strategies to alleviate issues.

Day-To-Day Tasks:

• Manage product listings, descriptions, and pricing across the stores.
• Analyse customer behaviour and trends to identify growth opportunities and areas for improvement.
• Monitor website functionality and handle troubleshooting issues with the e-commerce platform, including technical problems and user experience challenges.
• Coordinate with logistics and fulfilment teams to ensure timely and accurate order processing and delivery.
• Liaise with teams to resolve customer support enquiries quickly, ensuring high customer satisfaction.

Required Skills / Experience:

• 3-5 years of experience as an e-commerce manager, or in a similar e-commerce role.
• Strong understanding and experience using Shopify’s e-commerce platform
• Experience with inventory management and supply chain management.
• Strong problem-solving skills and ability to adapt to a fast-paced, evolving industry.
• Solid communication and organisational skills, with the ability to manage multiple projects simultaneously.
• Experience using customer support platforms (e.g. Gorgias / Zendesk) and providing direct-to-fan support.
• Analytical mindset with the ability to derive actionable insights from data.

Preferred (Non-Essential):

• Passion for music
• Experience / knowledge of record label processes (including release campaigns and evergreen merchandising)
• Knowledge of store UX/UI principles and how they impact online sales.
• Digital marketing experience, particularly with CRM platforms such as Klayvio & OpenStage
• Project management tool experience, e.g. Asana
• Basic HTML skills