Manager, E-Commerce
Job Description
POSITION SUMMARY
The Manager, E-commerce leads the digital retail strategy and execution for the Lucas Museum of Narrative Art, positioning the online store as both a revenue driver and an audience engagement platform. Reporting to the Retail Director and as part of the Revenue & Engagement team, this role ensures that the museum’s digital storefront delivers a seamless, engaging, and high-performing experience that extends the museum’s storytelling beyond its physical space.
This role is responsible for managing the museum’s online store, optimizing the digital sales funnel, and partnering closely with cross-functional teams across the Revenue & Engagement portfolio to deliver an exceptional online shopping experience. The position requires a balance of strategic thinking and hands-on execution, with a focus on driving revenue growth while deepening audience connection to the museum’s mission.
Responsibilities
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Develop and execute a comprehensive e-commerce strategy to drive revenue growth and enhance the digital customer experience
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Manage identification and implementation of e-commerce technology in partnership with the Merchandiser
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Collaborate with Curatorial and internal stakeholders to identify product development opportunities tied to exhibitions and collections
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Partner with Marketing team on digital marketing initiatives for the Lucas Museum’s online store
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Support Retail leadership with supplier relationships with third-party e-commerce vendors and licensing partners to support long-term growth
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Manage the day-to-day operations of the Lucas Museum’s e-commerce platform, including product listings, pricing, promotions, and inventory management that complement exhibitions, programs and the Museum’s collection
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Collaborate with cross-functional teams and managers across the Revenue & Engagement team to ensure an excellent e-commerce experience
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Liaise with Visitor Services, Retail, Marketing, Digital, Technology, and external vendors to maintain the functionality of the online store and ensure high quality product imagery and storytelling of digital channels
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Monitor and analyze key performance indicators (KPIs) in partnership with Revenue & Engagement leadership such as traffic, conversion rates, sales, and visitor experience
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Optimize the website for visitor experience, including navigation, search functionality, and mobile responsiveness
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Analyze sales performance and visitor behavior to identify opportunities for improvement
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Generate reports and insights to support leadership in decision-making
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Implement A/B testing and conversion rate optimization (CRO) strategies
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Support relationships with third-party vendors, including payment gateways, logistics and fulfillment partners, and e-commerce platforms
Qualifications
- 5+ years of experience as an e-commerce manager or in a similar e-commerce or digital marketing role, preferably for an arts & cultural institution or prominent consumer brand
- Strong understanding of online sales platforms and digital marketing strategies
- Expertise in digital marketing techniques, including SEO, SEM, and social media marketing
- Proficient in web analytics tools and e-commerce tracking tools
- Excellent analytical skills and proficiency with CRM software and MS Excel
- Knowledge of UX/UI principles and how they impact online sales
- Strong problem-solving skills and ability to adapt to a fast-paced, evolving industry
- Solid communication and organizational skills, with the ability to manage multiple projects simultaneously
- Analytical mindset with the ability to derive actionable insights from data
- Familiarity with e-commerce trends
- Experience with inventory management and supply chain management
Core Competencies
- Analytical Rigor: Simplifies complex problems by using critical thinking to evaluate problems, gathering information, incorporating multiple perspectives, understanding causes, and identifying best-possible solutions. Invests time in planning, discovery, and reflection to drive better decisions and more efficient implementations. Adopts an audience-centric approach, understanding the needs of the audience and incorporating them, as appropriate, into the decision.
- Courageous Communication: Intentionally works well with others both on the team and cross-functionally to achieve individual, team, department, or organizational goals. Values diverse input and working with others as a way to achieve the best output possible.
- Collaborative Excellence: Displays courage when handling difficult conversations and genuinely and intentionally communicates. Relays key messages effectively, targeted to specific audiences. Identifies others' communication styles and perspectives, adjusting language and approach accordingly. Employs active listening to understand, rather than reply. Asks for, integrates, and values feedback from team, peers, and leaders.
- Adaptive Resilience: Thrives and grows in a rapidly changing and complex environment. Displays flexibility, activates networks, and adopts a continuous growth mindset to learn from mistakes and bounce back from adversity.
- Inclusive Interaction: Actively contributes to an environment in which all employees feel a sense of belonging, valued for their differences and empowered to participate and contribute freely.
- Building Trust & Relationship Management : Accountable Ownership and clearly shares information and the "why" behind decisions. Asks for and values the opinions of others. Displays empathy when listening. Acknowledges when trust has been broken and focuses on rebuilding. Relates comfortably with people across levels, functions, cultures, and geographies. Identifies interpersonal and group dynamics and reacts effectively.
- Accountable Ownership : Takes ownership of outcomes, positive or negative, without blaming others within the team or cross-functionally. Recognizes when they are not approaching a situation with accountability but instead with a blame mindset. Takes accountability for assigned tasks and executes on deliverables in a timely manner.
- Strategic Alignment & Execution : Contributes to the organization by understanding and aligning actions with the organization's goals, core functions, needs, and values. Seeks out and incorporates multiple perspectives, experiences, and industry trends to develop a holistic perspective. Operationalizes ideas within the business model. Displays critical thinking when faced with a challenge by asking probing questions and looking for connections.