The E-Commerce Manager is responsible for the commercial performance, accuracy, customer experience, and daily operation of the company’s online sales channels. The role manages Shopify stores and website presentation, online boutiques and catalogs, order fulfillment, stock availability, delivery partners, digital customer service, campaign support, and complaint resolution. Working closely with the CEO, Marketing, Visual Merchandising & Omni-Channel, Logistics, Stock Control, Finance, store teams, and Aramex, the manager ensures online content is attractive and accurate, orders are fulfilled efficiently, customers receive timely support, and digital activity supports sales and brand objectives.

DUTIES & RESPONSIBILITIES: 

• Own the daily management, accuracy, availability, and commercial presentation of all Shopify online-store pages and related e-commerce touchpoints.
• Prepare online boutiques for new items, campaigns, events, seasonal holidays, collaborations, and commercial themes in coordination with Marketing and Visual Merchandising.
• Request approved visuals from Head Office and coordinate banners, image dimensions, themes, copy, and other materials with Marketing before publication.
• Upload and update visual content, banners, promotions, boutiques, menus, links, and product presentation across Shopify, ensuring that every click directs customers to the correct destination.
• Validate website content and display before publishing, including image clarity, accessibility, banner quality, event relevance, promotional accuracy, and overall attractiveness.
• Review sell-out and stock information, highlight seasonal collections and priority menus, and push high-inventory items, top-performing product groups, and commercial focus products online.
• Receive online-order notifications through the platform or WhatsApp, assign collection requests to branches, and coordinate drivers, stores, Logistics, and the packing team throughout fulfilment.
• Verify returned-to-warehouse items received from branches, confirm logistics-system receipt, add the correct bill or reference to each item, and remove avoidable packing delays.
• Confirm item availability, ensure orders are packed according to requirements, create and print Aramex shipment labels, arrange pickup, and inform customers of expected delivery dates.
• Process approved changes to items, addresses, delivery dates, and other order information accurately and communicate updates to all affected parties.
• For unavailable items, follow up with Store Managers and Stock Control, verify remaining stock, notify customers promptly, and propose relevant alternatives from the website or Downtown branch.
• Double-check unavailable-order reports, request branch and Stock Control re-verification, share confirmed availability with stores, and ensure available or substitute items are shipped to customers.
• Create campaign and event catalogues by receiving Marketing requests, building the required Shopify boutique, generating the e-catalogue, and sharing the final link for client communication.
• Review seasonal stock and online visuals using the omnichannel material tracker, ensure new arrivals and stock are correctly represented on Shopify, and adjust visual strategy according to sales focus.
• Inform Marketing of significant online visual, product-priority, promotion, or strategy changes and maintain alignment across paid and owned digital activity.
• Support marketing campaigns and events by monitoring related orders, producing accurate client lists, and coordinating approved invitations or access communications with customers.
• Manage order and payment issues with Aramex, including missing items, payment or adjustment discrepancies, and delivery delays; follow up by email until resolution and provide feedback to the team.
• Ensure the e-commerce team follows up with customers after delivery issues, records feedback, confirms resolution, and closes each order case appropriately.
• Monitor Instagram and Facebook messages and comments daily, respond accurately and professionally, share product and ordering information, and convert qualified enquiries into online orders.
• Personally handle escalated complaints received through Meta, WhatsApp, or telephone, understand the issue, agree an appropriate resolution within authority, and ensure customer satisfaction before closure.
• Recommend and control approved service-recovery options such as alternatives, loyalty gestures, discounts, or giveaways, balancing customer retention, brand standards, and cost.
• Lead, coach, and schedule the e-commerce team; assign ownership, monitor response and fulfilment standards, and escalate material customer, stock, payment, system, or delivery risks.
• Maintain accurate records of website updates, promotions, orders, stock checks, catalogues, customer contacts, shipment labels, delivery exceptions, payments, complaints, resolutions, and performance results.
• Analyze online sales, conversion, traffic, product, order, delivery, service, and complaint trends and recommend actions that improve revenue, availability, customer satisfaction, and operational efficiency.

QUALIFICATIONS: 

• Bachelor’s degree in E-Commerce, Marketing, Business Administration, Digital Business, Information Systems, Retail Management, or a related field. Relevant certification in Shopify, digital marketing, analytics, or customer experience is an advantage.

• 7-10 years of progressive experience in e-commerce, online retail, digital operations, customer experience, or a related discipline.
• At least 3 years in an e-commerce management or team-lead role with responsibility for online sales, Shopify operations, order fulfilment, delivery partners, and customer service.
• Experience in fashion, luxury retail, FMCG, omnichannel retail, or multi-store operations is strongly preferred.
• Demonstrated experience managing website content, promotions, online catalogues, stock exceptions, last-mile delivery, digital enquiries, and complaint resolution.

Working Hours/Days: Monday to Friday from 9:00 AM to 6:00 

How to Apply:
Submit your CV to careers@trexlebanon.com.