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eCommerce Manager (Experience & Optimisation)- Remote

Date:  Jul 2, 2022

Sydney, NSW, AU, 2000

Company:  Vista

Winner of 2022 Australian Financial Review (AFR) BOSS Magazine Best Places to Work for Employee Experience!


Who We Are

Vista’s Marketing & Customer Experience organisation serves, inspires, and delights customers – and helps others in our organisation do the same. From the simplest interaction on our website to how people take in our advertising and communications, we are obsessed with delivering value. We know our customers’ needs, and we strive to exceed their expectations. Touching every element of the business, we’re here to grow and build the Vista brand, reach new audiences, and offer the best possible experience for every customer.


Your New Role

Your role will be to manage the online customer experience for our Australia, New Zealand and Singapore websites to increase overall customer satisfaction and site conversion.  Your key focus areas will be customer experience optimisation, new product launches and site performance. You will also be accountable for the day-to-day running of website initiatives including website customer journeys, customer experience optimisation (including testing) and analytics. 


As part of the Web squad within the Marketing team you will be responsible for the optimisation of our online experiences to deliver commercial success balancing brand engagement and maximising net bookings growth and profit goals. You will constantly analyse the online customer experience metrics to drive continuous improvement, partnering with our global technology teams to optimise and test new product & service experiences for the ANZS LOB, and with Product teams to drive product optimisations and ensure timely issue resolution.


What You Will Do

  • End-to-end responsibility of the eCommerce experience, excluding promotions. You will use analytics to identify and understand key areas for improvement and optimisation.
  • Own the local CX enhancements and optimisations roadmap while collaborating with central commerce and tech teams to deliver a customer-first user experience.
  • Be the technical lead to develop and continuously improve the website experience, with a focus on personalisation and testing.
  • Work with the central team to drive and oversee the implementation of key projects.
  • Manage the online customer experience to increase conversion and engagement.
  • Responsible for the daily performance of the ANZS websites (Australia, New Zealand and Singapore) ensuring fast issue resolution, continuous improvement and communication excellence to all stakeholders.
  • Establish, develop and maintain key stakeholder relationships.
  • Integrate usability studies, research and market analysis into requirements to recommend and deliver best-practice user experience.
  • Lead and manage a team of 2 direct reports; NPI Product Specialist and Project Manager & Analyst and support their professional development.
  • Be key LOB stakeholder in global CX projects to champion and ensure prioritisation (support with local data metrics and analytics), provide feedback and support UAT/QA requirements, as well as manage A/B testing and seamless implementation of new features, including robust reporting.
  • Define customer experience business requirements for key capability scoping through user story identification and development.
  • Lead the strategic website testing and experimentation plans, collaborating with the DNA analyst and global stakeholders to ensure structured, objective driven testing with clear learnings, outcomes and actions.
  • You will own the strategy and set-up for new product introductions, optimisations and on-site product experience, collaborating closely with the local Product team and Central tech tribes to bring that vision to life.
  • Partner with Tech tribes directly to prioritise development work for issue management & local LOB projects.
  • Work alongside the GTM, Creative and OS teams to manage technical components of page optimisation – meta-data, tags, SEO, site maps, navigation.
  • Drive and deliver multiple projects concurrently.


What you’ll bring to the role:

At Vista, we value the experiences that individual team members add to our culture. Please don't hesitate to apply even if you don't meet the exact qualifications, we look forward to learning more about you!

  • 5+ years of digital product management experience with experience in CMS, technical infrastructure and analytics.
  • Experience working in a fast-paced eCommerce environment with strong commercial targets.
  • Demonstrated experience of optimising end-to-end customer experience across a complex product portfolio.
  • Experience working in an agile environment (Scrum master desirable).
  • Preference for experience with Headless commerce, microservice infrastructure.
  • Experience across large organisation matrix structures with central resources and decentralised targets.
  • Relevant tertiary qualification. Bachelor’s degree in business administration, marketing or similar (preferred).


Why You'll Love Working Here

At Vista, we are committed to building an inclusive and diverse team that reflects the communities in which we operate. We want people to feel like they belong and can bring their whole selves to work. Our aim is to continue to foster a collaborative environment with a keen focus on innovation, growth and ownership.

We’re an inclusive community.

We believe in the unique contributions of everyone within a diverse, global organisation. We work together to empower each other, creating a space in which each of us can spark our next great idea.

We’re growing. That means you can too.

We’re becoming the expert design and marketing partner to small businesses. We’re passionate about what we want to achieve, so we leverage our growth to support your ambitions and help you achieve your career goals.

Some of our Perks:

  • Paid Parental Leave
  • Holistic 24/7 Wellbeing support for you and your family
  • Wellbeing Leave (Recharge days)
  • Birthday leave
  • Purchased leave
  • Focussed time for learning & development
  • An inclusive way of working through our Vista Behaviours
  • An entrepreneurial culture


We're Remote-First:

In 2020, Vista adopted a Remote-First operating model and culture. We heard from our team members that having the freedom, autonomy, and trust in each other to work from home and, the ability to operate when they are most productive, empowers them to be their best. Vista also provides collaboration spaces for team members to work physically together when it's safe to do so and when in-person collaboration will deliver the best results. Currently we are enabled to hire remote team members in over 30+ US States as well as several countries in Europe, including Spain, Germany, UK, Czech Republic, the Netherlands, Ireland and Switzerland


Equal Opportunity Employer

Vista, a Cimpress company, is an Equal Opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. 

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