Ecommerce Manager

Job Summary

The E-Commerce Manager is responsible for leading and growing True North Goodwill’s online retail operations to maximize revenue in support of the organization’s mission. This role oversees all aspects of e-commerce sales—including product selection, pricing, merchandising, listing quality, online customer service, order fulfillment, and platform performance—ensuring that donated goods are effectively and ethically transformed into mission-supporting revenue. The E-Commerce Manager leads a team of associates and works cross-functionally with retail stores, logistics, marketing, and leadership to create a seamless online sales program aligned with Goodwill’s values.

Duties and Responsibilities 

• Online Sales & Merchandising
• Manage day-to-day operations of online sales platforms (e.g., ShopGoodwill, Goodwill Books, eBay, Amazon, or internal websites).
• Develop merchandising strategies to optimize listing quality, product visibility, and sales performance.
• Oversee product research, authentication, pricing, and categorization to ensure accuracy and maximize revenue.
• Monitor sales metrics, platform analytics, and conversion trends to inform strategy and weekly goals.

Team Leadership & Development

• Supervise, train, and support e-commerce associates, photographers, listers, and shipping staff.
• Create and oversee daily workflow processes including sorting, listing, quality control, and fulfillment.
• Foster a mission-driven, performance-oriented culture focused on accuracy, efficiency, and ethical stewardship of donations.

 Operational Management

• Develop and refine standard operating procedures for e-commerce production and fulfillment.
• Maintain inventory tracking systems and coordinate with retail stores and donation centers for product sourcing.
• Ensure orders are accurately processed, packed, and shipped in a timely manner. 
• Maintain compliance with organizational policies, donor intent considerations, and platform-specific standards.

 Marketing & Customer Engagement

• Collaborate with marketing to promote online store offerings and special collections.
• Manage online customer service through professional, mission-aligned communication.
• Identify opportunities for improved brand visibility and customer engagement through photos, descriptions, and storytelling.

 Data & Financial Accountability

• Track daily/weekly/monthly sales performance and provide regular reports to leadership.
• Create revenue forecasts and help set annual goals for the e-commerce department.
• Manage e-commerce budget, supplies, and equipment needs efficiently.

 Innovation & Program Growth

• Analyze trends in resale, vintage, secondhand fashion, and collectibles to anticipate market opportunities.
• Recommend new platforms, tools, or technologies to increase efficiency and revenue.
• Lead continuous improvement initiatives, including digital transformation projects and process optimization.

Required Skills and Competencies

• Experience with online selling platforms (eBay, Amazon, Shopify, ShopGoodwill, etc.).
• Strong leadership and team-management skills.
• Excellent organizational abilities with a focus on workflow efficiency.
• Ability to analyze data, interpret KPIs, and make strategic recommendations.
• Strong written communication and product-merchandising skills.
• Knowledge of vintage items, apparel, electronics, collectibles, and hard goods.

 Education and Experience

• 2–4 years of experience in e-commerce, online retail, or related field.
• Experience with photography, product staging, and listing optimization.
• Familiarity with inventory management systems and shipping platforms.