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E-commerce Manager
Optic Security Group
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See open jobs at Optic Security Group.See open jobs similar to "E-commerce Manager" Arena Investors.Design
Auckland, New Zealand
Posted on Apr 19, 2026
Purpose
The E-commerce Manager is responsible for delivering an exceptional end-to-end customer service experience across all digital touchpoints. Reporting to the Head of Sales and Marketing, this role drives online sales growth through outstanding customer service, intelligent optimisation, and high-performing lifecycle marketing.
The focus of this role is to ensure every customer interaction, from first visit to post-purchase support, reflects the Deadly Ponies brand and converts into long-term loyalty.
Specific Duties and Responsibilities
Customer Experience & Service Leadership
Own the digital customer journey from discovery through to post-purchase care.
Oversee and continuously improve customer service performance, ensuring timely, considered, and brand-aligned responses across all channels.
Manage and refine processes for Click and Collect, waiting lists, pre-orders, exchanges, and aftercare to ensure seamless execution.
Monitor customer feedback, returns data, and service insights to identify friction points and implement improvements.
Partner with Retail Managers to ensure online and in-store experiences feel connected and consistent.
Online Sales Performance
Own digital sales targets and manage day-to-day trading to exceed growth goals across D2C and B2B channels.
Deliver weekly reporting on key commercial metrics including revenue, traffic, conversion, AOV, customer retention, and ROI.
Oversee online merchandising and product presentation to ensure clarity, accuracy, and brand consistency.
Lead seasonal launches from a customer-facing perspective, ensuring product information, imagery, and messaging support conversion and confidence.
Conversion & UX Optimisation
Continuously review the customer journey to remove friction and improve conversion across all devices and markets.
Implement structured testing and analysis to refine navigation, product pages, cart and checkout experience.
Own optimisation of on-site shopping tools and post-purchase touchpoints to improve ease, clarity, and confidence.
Use behavioural and customer data to inform practical UX enhancements that improve performance without unnecessary complexity.
Customer Revenue & Retention
Own lifecycle communication as a key sales channel, ensuring all automated flows are optimised to convert, retain, and drive repeat revenue.
Use customer data and intelligent segmentation to increase relevance, strengthen retention, and grow repeat purchase behaviour across key customer groups.
Oversee loyalty and referral initiatives with a clear focus on increasing customer lifetime value and driving incremental sales.
Ensure all customer communications are timely, purposeful, and aligned to commercial objectives, supporting both immediate conversion and long-term revenue growth.
Digital Channel Oversight
Collaborate with external partners on paid media and SEO to ensure traffic quality aligns with commercial objectives.
Monitor marketplace and wholesale online execution to ensure brand presentation and customer experience standards are maintained.
Oversee the timely delivery of digital assets to support product launches and campaigns.
Stakeholder Collaboration
Work cross-functionally with Marketing, Retail, Creative, and Operations to ensure customer experience is cohesive and commercially aligned.
Liaise with external agencies and integration partners where required, with a focus on performance outcomes rather than technical development.
Why work for us:
A supportive, collaborative, close-knit team environment.
A business focused on personal growth, with quarterly team planning days and performance reviews.
A modern, centrally located Auckland office - easy parking.
A fun social club with regular team events.
Staff discounts on all Deadly Ponies products.
A company you can be proud of: We are B-Corp Certified, Zero Waste Certified and Living Wage Accredited.
This job is no longer accepting applications
See open jobs at Optic Security Group.See open jobs similar to "E-commerce Manager" Arena Investors.