Ecommerce Manager

NHMLAC is building a new in-house ecommerce business to support the Natural History Museum and La Brea Tar Pits. We are seeking an Ecommerce Manager to lead the day-to-day operations, merchandising, and financial performance of this business.

This is a hands-on, operational role responsible for executing and managing all aspects of ecommerce, including assortment planning, inventory and open-to-buy management, vendor coordination, fulfillment, customer service, and revenue performance.

The Ecommerce Manager will own the ecommerce P&L in execution, ensuring that the business operates efficiently, meets revenue goals, and delivers a high-quality customer experience aligned with the museum's mission.

Responsibilities:

Ecommerce Operations & Execution

• Manage the day-to-day operation of the Shopify ecommerce site, including product setup, pricing, promotions, and inventory updates

• Maintain site accuracy across product information, imagery, availability, and merchandising

• Monitor site performance and resolve operational or technical issues in partnership with internal and external teams

• Manage the e-commerce platform, supporting systems, and external vendors, including web, payment systems, and fulfillment providers, partnering with Visitor Services, Retail, Marketing, Digital, and Technology to maintain site functionality and ensure high-quality product imagery and storytelling across digital channels

• Lead conversion optimization and customer experience improvements across the full funnel, including testing, navigation, search, and on-site content.

• Own ecommerce retail marketing across site, email/CRM, paid media (where applicable), and retail-specific social channels, partnering with Brand Marketing to ensure alignment with institutional priorities

Merchandising, Buying & Open-to-Buy Management

• Build and maintain an open-to-buy (OTB) model aligned to sales forecasts and inventory targets

• Plan and execute product assortments across exhibitions, seasonal drops, and core museum merchandise

• Source and purchase products from vendors, including negotiating pricing, minimums, and lead times

• Track inventory levels and manage reorders to optimize sell-through and minimize excess stock

• Partner with existing retail partner to coordinate IRL and Ecommerce Selling of products and purchase of future products

• Partner with internal stakeholders to develop exclusive and mission-aligned products

Financial Management & Revenue Accountability

• Own execution against revenue targets, margin goals, and inventory productivity metrics

• Build and manage the ecommerce operating budget, including product costs, shipping, packaging, and fulfillment expenses

• Optimize pricing, promotions, and discount strategies to maximize revenue and margin

• Monitor key KPIs including conversion rate, AOV, sell-through, inventory turn, and contribution margin

Fulfillment, Logistics & Vendor Coordination

• Coordinate with vendors and a third-party logistics (3PL) partner for inbound shipments, storage, and order fulfillment

• Manage purchase orders, shipping timelines, and receiving processes to ensure inventory accuracy and availability

• Optimize fulfillment workflows and shipping costs to improve efficiency and customer experience

• Order and manage packaging materials and supplies

Customer Service & Returns Management

• Own and manage email-based customer service, including order inquiries, issue resolution, and customer communications

• Process and manage returns and exchanges, ensuring timely resolution and accurate inventory updates

• Identify recurring customer issues and implement operational improvements

Data, Reporting & Optimization

• Track and report on ecommerce performance, including sales, inventory, and customer metrics

• Use data to inform buying decisions, pricing strategies, and merchandising improvements

• Maintain clean and structured product and inventory data for reporting and operational efficiency

Required Qualifications

• 5+ years of experience in ecommerce operations, merchandising, or digital retail

• Hands-on experience managing a Shopify (or similar) ecommerce platform

• Strong understanding of inventory management, buying, and open-to-buy planning

• Experience working with vendors, purchase orders, and 3PL/fulfillment operations

• Demonstrated ability to manage budgets, pricing, and margin performance

• Comfortable managing customer service workflows and resolving customer issues directly

• Strong organizational and analytical skills, with proficiency in Excel/Google Sheets

• Experience managing eCommerce systems and vendors, including Shopify apps, CRM/email platforms, web development partners, and marketing platform integrations

• Experience with fulfillment, logistics, and inventory coordination, including demand planning and 3PL/vendor relationships

• Experience coordinating closely with onsite retail teams, suppliers, artists, and enterprise stakeholders to align merchandising, product development, inventory, and campaigns

Salary range for this position is $89,065.17- $95,769 plus excellent benefits. This is a Regular Full Time position. A cover letter, current resume, and list of 3-4 references are required for all applicants. Review of applications begins immediately and continues until the position is filled. Interested candidates please visit www.nhmlac.org/careers-our-museums and click the link of the position for which you are interested or go directly to the online application.