Remote Ecommerce Email Support Jobs (NOW HIRING)

Benefits:

• 401(k)
• Dental insurance
• Employee discounts
• Health insurance
• Paid time off
• Vision insurance

Job Title: E-Commerce & Digital Experience Director
Department: E-Commerce & Performance Marketing
Employment: W2, Full-Time, Salary, Exempt
Location: Remote
PI Assessment Required to be Completed when Applying:
Position Purpose:The Director of E-Commerce & Digital Experience will lead the complete transformation and ongoing optimization of The Spice & Tea Exchange® digital commerce ecosystem. This role is responsible for overseeing both front-end and back-end website performance, with a primary focus on Shopify and integrated platforms, ensuring the online experience drives measurable growth while strengthening - not competing with our franchise stores.
This leader will bring E-Commerce in a Corporate environment, a customer-first mindset, strong technical fluency, a deep understanding of franchise systems, balancing corporate e-commerce growth with in-store success. The role will also own ROI accountability across paid digital channels (Google, apps, and other platforms) and lead the development of innovative omnichannel strategies that align online and in-store experiences.
Essential job functions include but not limited to:
E-Commerce Strategy & Leadership
• Own and execute the end-to-end e-commerce strategy for The Spice & Tea Exchange®, including B2C, franchisee ordering workflows, and future digital expansion.
• Serve as the internal subject-matter expert on Shopify and related e-commerce platforms, overseeing architecture, integrations, and performance.
• Establish a clear digital growth roadmap with defined KPIs, revenue targets, and ROI benchmarks.
Website & Platform Optimization (Front & Back End)
• Show strong leadership in Shopify functionalities and plug-in integrations, ensuring leadership in innovative platform capabilities, staying on trend with platform enhancements and user management.
• Lead enhancements to the look, feel, usability, and performance of the website to improve conversion, retention, and brand storytelling.
• Oversee back-end functionality including:
o Product setup and taxonomy
o Inventory visibility (corporate vs franchise)
o Ordering logic and fulfillment scenarios
o Speed, security, scalability, and platform stability
• Develop and test customer journey scenarios for:
o Online consumer ordering
o Promotions, bundles, subscriptions, and gifting
AI-Driven Commerce & Shopper IntelligenceLeverage AI tools (including ChatGPT and other LLM platforms) to analyze customer buying trends, behavioral signals, and purchase patterns across owned channels to identify, segment, and activate shoppers beyond traditional Google-based discovery.

• Develop and maintain AI-assisted shopper personas and intent clusters using first-party data (order history, browsing behavior, campaign engagement, loyalty signals) to inform merchandising, promotions, and content strategy.
• Partner with Analytics, Marketing, and Product teams to continuously train AI models on evolving product trends, seasonality, and customer preferences to improve personalization, targeting, and conversion.
• Explore and implement emerging AI-powered discovery channels (conversational commerce, LLM search, recommendation engines, on-site chat, and off-site AI shopping experiences) to future-proof the e-commerce funnel.

TikTok Shop & Emerging Commerce Channels• Own the setup, launch, and ongoing management of TikTok Shop in partnership with Marketing, including catalog integration, pricing, promotions, fulfillment alignment, creator commerce partnerships, and platform compliance.
• Develop TikTok-native merchandising and promotional strategies that align with brand positioning while maximizing conversion within the TikTok ecosystem.
• Collaborate with Marketing and Social teams to align TikTok Shop launches, product drops, and promotional moments with the broader marketing cadence and campaign calendar.
• Monitor performance, trends, and platform updates within TikTok Shop and recommend optimizations or expansion opportunities into additional emerging social commerce platforms.
Omnichannel & Franchise Alignment
• Design and implement omnichannel strategies that eliminate perceived competition between e-commerce and franchise stores.
• Develop creative solutions such as:
• Online purchases that drive in-store redemption (gifts, samples, upgrades, or exclusive add-ons)
• Geo-targeted or store-attributed promotions
• "Buy online, engage in store" experiences
• Further develop e-commerce gift card and loyalty programs
• Partner closely with Operations, Franchise Support, and Marketing to ensure digital initiatives support franchise profitability.
Digital Marketing, Analytics & ROI Accountability
• Oversee and manage paid advertising performance across all e-commerce channels in close partnership with the Performance Marketing Manager.
• Ensure paid media strategies align with the marketing cadence, campaign themes, product pushes, and seasonal priorities set by the Marketing team.
• Review, guide, and optimize paid media investments to ensure efficient spend, strong ROAS, and cohesive messaging across platforms. Identify where spend is underperforming and implement corrective strategies.
• Use AI-driven insights and performance data to inform budget allocation, audience targeting, creative direction, and campaign optimization. Build dashboards to clearly track: traffic, conversion, AOV, customer acquisition, franchise attribution and omnichannel impact.
• Hold accountability for paid media performance while fostering collaboration between performance marketing, creative, merchandising, and analytics teams.
Customer Experience & UX Leadership
• Advocate for the end user - understanding how customers shop spices, teas, gifts, and refills online.
• Continuously refine UX/UI based on user behavior, feedback, and best-in-class e-commerce benchmarks.
• Ensure brand consistency and storytelling across all digital touchpoints.
• Own management responsibilities of the Customer Experience team
Cross-Functional Collaboration
• Ensure full alignment between E-commerce and Marketing by actively participating in campaign planning, calendar reviews, and promotional strategy sessions.
• Uphold and execute against the marketing cadence as defined by the Marketing team, ensuring all e-commerce-driven promotions, offers, and merchandising support core campaigns, motifs, and product storytelling.
• Proactively bring forward e-commerce-led ideas, audience insights, and growth concepts to enhance reach, conversion, and engagement within target customer segments.
• Serve as a strategic partner to Marketing, Product Development, Supply Chain, IT and Franchise Leadership balancing brand integrity with performance-driven commerce initiatives.
• Manage external developers, agencies and vendors to ensure compliance with applicable state and federal requirements.
• Provide cross-functional leadership in the management of the web fulfillment process, influencing internal partners to achieve timely, effective and scalable delivery results.
What Success Looks Like
• Significant improvement in conversion rates, customer engagement, and online revenue growth
• Clear, measurable ROI from digital advertising investments
• Reduced friction and confusion between corporate e-commerce and franchise stores
• Strong franchisee confidence that e-commerce is a value-add, not a competitor
• A scalable, future-ready digital commerce platform that supports continued system growth
Knowledge and Job Requirements:• 7-10+ years in E-Commerce, digital product management, or web development leadership
• Deep hands-on experience with Shopify and integrated E-Commerce tools
• Strong understanding of front-end UX/UI and back-end systems.

• Proven success in driving E-Commerce growth with clear ROI accountability
• Experience working within a franchise or multi-unit retail system strongly preferred
• Analytical mindset paired with creative problem-solving
• Strong communication and leadership skills

Physical Requirements to perform the essential functions of this job:• Consistent ability to utilize hands and fingers to perform tasks as necessary for job duties, which may include handling materials, or typing (8+ hours per day).

• Consistent capacity for visual acuity to monitor, examine, identify, and ensure quality and brand standards are met (8+ hours per day).
• Consistently communicate in English utilizing both written and oral methods including the use of speech and hearing to communicate effectively with team members, customers, and the ability to engage in verbal discussions and listen attentively (8+ hours per day).
• Ability to perform repetitive tasks (8+ hours per day).
• Operation of, but not limited to, computer tools and equipment (8+ hours per day).

This is a remote position.
We create and share the experience every day! Life is better lived with a little spice
The Spice & Tea Exchange ® was founded in 2008, by a group of talented individuals with a passion for life and food. What started as a small shop in St. Augustine, Florida, has quickly grown into a nation-wide franchise powered by flavor, passionate franchise owners, and a desire to bring flavorful ingredients to your kitchen. Our franchise owners are the #1 REASON for what we do, and our team is a close-knit family you'd enjoy sitting with around the dinner table.
"Creating & sharing the experience of a more flavorful life," is the mission and cornerstone of our business, in which we strive to provide guests with quality products and flavorful memories. We offer a high-quality, diverse assortment of products in a sensory shopping experience. One step into our shops will kick your senses into high-gear as you open the jars and smell, explore recipes, and speak with our knowledgeable staff about your culinary interests.
At The Spice & Tea Exchange® we are committed to our mission. If you have a desire to inspire coworkers and customers, we may have a place for you at the table! Our employees define experience as all the events of our lives that shape who we are, taking you out of the everyday task list and putting you into a place that takes you to a different state of mind, making memories that are not forgotten, and trying things for the first time! The employee experience is something we do not take with a grain of salt.