eCommerce Manager

Coffee Supreme; City of Melbourne; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Coffee allowance

Team discounts

Volunteer time off

Growth opportunities

Inclusive culture

Job summary

Coffee Supreme is seeking an eCommerce Delivery Manager to lead and optimise our Shopify-based storefront and associated Klaviyo campaigns from end to end. You will partner with the eCommerce Lead to scope, sequence and land complex initiatives while influencing cross-functional teams that do not report to you.

We are looking for a process-minded, detail-oriented leader who thrives on improving flows, reducing churn, and elevating the customer experience across pricing, offers and lifecycle

Qualifications

• Proven ability to manage large-scale eCommerce projects end-to-end.
• Experience with Shopify platform and Klaviyo flows.
• Strong understanding of pricing, offers, bundling and upsell mechanics.

Responsibilities

• Shape pricing, offers, bundling and upsell mechanics across the site to lift AOV, conversion and margin.
• Support subscription and lifecycle programs with a focus on minimising churn.
• Build and optimise Klaviyo lifecycle and CRM flows, including welcome, abandonment, post-purchase, win-back and subscription journeys.
• Apply hyperpersonalised marketing techniques and support AI-driven eComm tools to improve personalisation, retention and efficiency.
• Use performance data to spot commercial opportunities and feed them into a continuous cycle of improvement.
• Schedule and run all active eComm projects end-to-end, from scoping and timelines to dependencies and go-live, against priorities set by the Head of eCommerce.
• Maintain a single source of truth for the eComm roadmap and project status, flagging risks, blockers and slippage early with proposed solutions.
• Be the connective tissue between eComm, marketing, wholesale/retail, operations and customer support, running kick-offs, check-ins and post-launch reviews to keep everyone accountable.
• Brief and manage external partners (developers, Shopify specialists, agencies) and hold them to scope and timeline.
• QA every deliverable before launch (links, pricing, stock, mobile, checkout), track project and commercial outcomes, and report results to the Head of eCommerce and stakeholders.

Skills

Shopify

Klaviyo

Project management

Cross-functional collaboration

Customer lifecycle

Marketing automation

Tools

Shopify

Klaviyo

Job description

Our mission is simple: to enhance people’s lives by cultivating greater connection, creativity, and collaboration. We are dedicated to delivering Supreme moments by backing great cafés with exceptional service and training, and building brands that are benchtop worthy.

If you believe exceptional coffee helps to raise the bar, and you thrive on untangling processes, leading tech integrations, and elevating the customer experience, you belong with us!

About the role

Coffee Supreme's eCommerce business is growing fast, and a major transformation programme is about to take it further. As our eCommerce Delivery Manager, you'll support eCommerce across the Coffee Supreme Group, spanning the Coffee Supreme Shopify platform.

You'll help run the eCommerce engine like a sales function. That means getting hands-on with the flows that need building, the retention tactics that reduce churn, and the hyperpersonalised marketing techniques that lift performance. You'll work closely with the eCommerce Lead to bring their commercial priorities to life. You'll also be the one who makes it happen: an exceptional project manager who can scope, sequence and land complex initiatives, and a cross-functional operator who can influence people who don't report to you.

In your daily work, you will bring our four core values to life:

Nurture Supreme® Relationships: Maintain a customer-first approach that keeps ordering simple, intuitive, and centered on hospitality while supporting and coaching your team.

Take Ownership: Audit end-to-end support flows, drive Accounts Receivable health, and hold yourself and your team accountable to seamless execution.

Be Courageous, Curious & Creative: Eliminate friction points, solve operational roadblocks, and lead game-changing tech integrations like Salesforce Service Cloud.

Take Coffee Seriously, but Not Too Seriously: Balance rigorous standards and precise system reconciliations with warm hospitality and a positive attitude.

Key Responsibilities

Help shape pricing, offers, bundling and upsell mechanics across the site to lift AOV, conversion and margin.

Support subscription and lifecycle programs (acquisition offers, retention flows, win-backs, upgrade/downgrade paths) with a focus on minimising churn.

Build and optimise Klaviyo lifecycle and CRM flows, including welcome, abandonment, post-purchase, win-back and subscription journeys.

Apply hyperpersonalised marketing techniques and support agentic and AI-driven eComm tools to improve personalisation, retention and efficiency.

Use performance data to spot commercial opportunities and feed them into a continuous cycle of improvement.

Schedule and run all active eComm projects end-to-end, from scoping and timelines to dependencies and go-live, against priorities set by the Head of eCommerce.

Maintain a single source of truth for the eComm roadmap and project status, flagging risks, blockers and slippage early with proposed solutions.

Be the connective tissue between eComm, marketing, wholesale/retail, operations and customer support, running kick-offs, check-ins and post-launch reviews to keep everyone accountable.

Brief and manage external partners (developers, Shopify specialists, agencies) and hold them to scope and timeline.

QA every deliverable before launch (links, pricing, stock, mobile, checkout), track project and commercial outcomes, and report results to the Head of eCommerce and stakeholders.

About You

We are looking for a process-minded, detail-oriented leader who can balance operational efficiency with genuine hospitality. You are comfortable diving deep into multi-system data flows, untangling complex administrative tasks, and fostering a proactive, problem-solving team culture.

The successful applicant will:

Exceptional project management skills, with a track record of delivering complex, multi-stakeholder eCom initiatives end-to-end while juggling multiple projects.

Strong, proven hands-on experience in Shopify (essential) and Klaviyo, including flows, segmentation and lifecycle campaign design.

Solid experience in customer lifecycle and subscription marketing, with commercial instincts around pricing, offers, bundling and upsell.

Strong cross-functional influencing skills, with proven success getting results through people outside your direct control.

A clear, structured communication style and a deep appreciation for getting the details right.

Exposure to hyperpersonalised eComm marketing (familiarity with agentic/AI tools is a plus).

Bonus points for: marketplace experience (e.g. Amazon) and a love of coffee.

What We Offer

A staff coffee allowance and team discounts

Paid time off for volunteering

A vibrant, supportive, and inclusive team culture

Opportunities for growth within the Coffee Supreme network

Coffee Supreme is a certified B Corp and an equal opportunities employer.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?
• What's your expected annual base salary?
• How many years' experience do you have as an eCommerce Manager?
• How much notice are you required to give your current employer?