E-Commerce & Merchandise Operations Manager

Summary:

The Manager, E-Commerce & Merchandise Operations will be responsible for leading the growth, day-to-day management, and technical operations of the online storefront while maintaining flexible support to the overall merchandise operation. This role bridges digital retail and physical merchandise management, ensuring seamless integration across inventory control, event sales, customer experience, and cross-departmental initiatives.

Duties & Responsibilities:

• E-Commerce & Digital Storefront Management
• Oversee website maintenance, product cataloging, digital merchandising, navigation, and user experience to optimize conversion rates.
• Manage Shopify E-commerce platform.
• Oversee the setup, testing, and execution of online product drops, promotional campaigns, and high-traffic sales events.
• Analyze web metrics and financial reporting to track digital KPIs and establish benchmarks for continuous performance improvement.
• Merchandise Operations & Logistics

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• Organize and conduct physical and digital inventory counts on weekly and monthly schedules, ensuring inventory controls and data integrity are maintained at the highest level.
• Maintain flexible operational support for events, physical retail setups/breakdowns, vendor shipments, and special projects as business needs dictate.
• Identify process breakdowns across inventory and fulfillment pipelines, developing proactive solutions to tighten controls and elevate the customer experience.
• Customer Experience & Cross-Functional Collaboration

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• Address customer inquiries and complaints across both online and offline channels promptly and effectively.
• Collaborate closely with internal departments, including Marketing, Corporate Partnerships, Finance & Accounting.
• Ensure department compliance with established customer service, sales, and record-keeping policies and procedures.
• Assist in training and developing part-time staff members.
• Maintain high levels of confidentiality, staff accountability, and professional standards.
• Perform other special projects and merchandise duties as assigned or required.

Minimum Qualifications for the Position:

• Bachelor’s degree in business, marketing, or retail management or related field, preferred, or equivalent work experience.
• Minimum of 2-3 years relevant industry experience required.
• Excellent written and verbal communication skills.
• Ability to manage multiple projects at once and adhere to deadlines.
• Must be highly organized and self-motivated with strong time management skills.
• Proficiency in Shopify and/or Retail Could retail POS / inventory system and Microsoft Office suite.
• Ability to work non-traditional hours including nights, weekends, and holidays.

Critical Competencies:

• Adaptability
• The ability to keep functioning effectively when under pressure and/or experiencing rapidly changing or uncertain conditions, and to maintain self-control in the face of hostility or provocation.
• Attention to Communication
• Ensuring that information is passed onto others who should be kept informed
• Customer Orientation
• Demonstrated concern for satisfying one’s external and/or internal customers
• Flexibility
• Openness to different and new ways of doing things; willingness to modify one’s preferred way of doing things
• Initiative
• Identifying what needs to be done and doing it before being asked to or required by the situation.
• Managing Performance
• Taking responsibility for one’s own or one’s employees’ performance, by setting clear goals and expectations, tracking progress against the goals, ensuring feedback, and addressing performance problems and issues promptly.
• Personal Accountability
• Takes responsibility for the results and future direction of the organization.
• Personal Credibility
• Demonstrated concern that one be perceived as responsible, reliable and trustworthy.
• Results Orientation
• Focusing on the desired end result of one’s own or one’s units work; setting challenging goals, focusing effort on the goals, and meeting or exceeding them.
• Thoroughness
• Ensuring that one’s own and other’s work and information are complete and accurate; careful preparation for meetings and presentations; following up with others to ensure that agreements and commitments have been fulfilled.

Work Environment & Physical Demands:

• This role operations in both an office setting and in a live events setting. Live event coverage does consist of being around loud stadium noises and crowds.
• While performing job duties, the employee is regularly required to stand, sit, walk, run, reach, kneel, and crouch. Specific vision abilities required by this job include close and focused vision. Candidate must be able to lift and move boxes and merchandise of 50lbs.

Compensation:

This role will pay an annual salary of $62,353.20 - $65,000. Note: Wages will be determined based on factors such as candidate experience, qualifications, skill set and internal equity.

Benefits & Incentives:

• Medical Plans: Comprehensive and affordable medical plans; supplemental vision care, dental care, life insurance coverage, fully paid, short and long-term disability and life insurance coverage.
• Investments: 401(k) with employer matching; annual discretionary defined employer contributions
• Paid Time Off: Generous paid time off including vacation, sick, volunteer time and diversity awareness days
• Sabres Experience: (up to 4) Comp tickets to Buffalo Sabres, Buffalo Bandits, Rochester Americans when available
• Wellness: Annual Health & Wellness fair, monthly wellness initiatives including but not limited to lunch & learns, fitness classes and challenges.
• Sabres Family: many annual social events for employees and their families to enjoy, including various holiday parties and activities. DEI committee with annual initiatives, ERG (Employee Resource Groups), Community Volunteer opportunities and more.

Hockey Western New York, LLC is an Equal Opportunity Employer