eCommerce Marketing Operations Manager

At National Vision we believe everyone deserves to see their best to live their best. We help people by making quality eye care and eyewear more affordable and accessible. National Vision is one of the largest optical retail companies in the United States with over 1,200 stores. We operate four retail brands: America’s Best Contacts & Eyeglasses, Eyeglass World, and Vista Optical inside select Fred Meyer stores and on select military bases. We offer an innovative culture where training is a priority, hard work is praised, and career growth is a reality.

We are hiring for a eCommerce Marketing Operations Manager to join our growing team!

An eCommerce Marketing Operations Manager oversees the day-to-day operations of the online stores, ensuring best in class digital customer experience when shopping and placing orders, smooth order fulfillment, platform performance, and customer service. Their role is critical in maintaining efficiency, optimizing processes, and driving growth across technology, marketing, operations, and customer experience. The individual in this role will have responsibility for actions to achieve sales and manage costs of fulfillment.

What Would You Do? The Specifics.

• Set and monitor KPIs such as revenue, conversion rates, customer acquisition cost (CAC), and customer lifetime value (CLV).
• Manage e-commerce P&L, budgeting, and financial forecasting. Identify cost-saving and efficiency-improving opportunities.
• Track key operational KPIs like order accuracy, fulfillment speed, cart abandonment rates, and customer satisfaction to optimize processes.
• Works closely with Store Operations to plan and launch Omni-channel fulfillment experiences.
• Ensure a seamless shopping experience across all touchpoints, including website navigation, checkout process, and post-purchase communication.
• Monitor the performance of the e-commerce platform to ensure it is running smoothly, handling updates, integrations, and troubleshooting issues.
• Partner with peers in Marketing Dept to launch and optimize digital marketing efforts, including SEO, PPC, email marketing, social media, and influencer partnerships.
• Implement data-driven marketing strategies to improve customer engagement and lifetime value and optimize paid media spend to maximize ROI.
• Manage the order processing workflow, from checkout to delivery, ensuring timely shipping and minimizing errors.
• Oversee payment gateways, refunds, and fraud detection tools to ensure secure transactions.
• Manage integrations with CRM, ERP, inventory, and fulfillment systems. Ensure efficient supply chain and logistics operations to support demand.
• Monitor customer inquiries, returns, and complaints, ensuring a high level of service and quick resolution of issues.
• Identify inefficiencies and implement automation tools (e.g., chatbots, automated fulfillment, CRM systems) to improve workflow.

Qualifications

Work Experience

• 4-6 years of e-commerce for a large-scale Omni-channel retailer. ((Required))

Education

• Four year college degree or equivalent experience. (Required)
• Master's Degree (Preferred)

Additional Skills

• Strong analytical skills and ability to synthesize information from diverse sources to plan for near-term and scaled operations. (Required)
• Ability to deliver in scenarios of ambiguity where definition of success is needed, and outcomes are to be defined. (Required)
• Strong decision-making abilities based on logical assumptions and relevant data with experience in managing priorities in a lean-agile environment. (Required)
• High attention to detail, self-motivation, and ability to manage multiple tasks under (Required)
• pressure. (Required)
• Highly collaborative with others to achieve success and excels at partnerships across the entire organization. (Required)
• Project leadership experience with coordination of cross-functional teams, delivering results, and meeting tight deadlines. (Required)
• Strong business acumen and proven success with data, analytics, reporting and marketing for business case development and measurement. (Required)
• Advanced knowledge of analytical tools and digital experience platforms. (Required)

Taking Care of our People!
We understand the importance of financial health and security, and because of that, we provide competitive compensation to all Associates. We also offer a comprehensive benefits package including health and dental insurance, 401k retirement savings with company match, flex spending account, paid personal time off, paid company holidays, parental leave, employee eyewear discount and much, much more. At National Vision, we strive to deliver opportunities for professional growth and long-term career fulfillment. We provide training programs, access to educational courses and pride ourselves on the ever-increasing amount of promotions from within.

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We are an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, and other legally protected characteristics.