DTC Ecommerce & CX Lead

BBF Limited; Manchester; On-site; GBP 24,000 - 40,000; Full time

Job summary

BBF Limited in Manchester is seeking a dedicated Ecommerce Manager to run our website on a full-time, permanent basis, delivering a smooth, engaging online shopping experience. You will be the primary contact for customer service across the DTC channel, protect brand reputation and work with the CEO and team to boost online sales, optimise site performance and ensure day-to-day ecommerce operations.

Responsibilities include managing Shopify Plus, product listings, pricing, promotions, stock,

Qualifications

• Experience managing an ecommerce website on Shopify/Shopify Plus.
• Experience in a DTC or retail customer service role.
• Able to work with agencies and developers on site updates.
• Strong organisational skills with multiple launches and deadlines.
• Solid ecommerce analytics knowledge (Shopify analytics, GA).
• Clear, warm written communication for direct customer interaction.
• Interest in DTC food/brand retail; relevant experience preferred.

Responsibilities

• Manage day-to-day operation of the website (Shopify Plus).
• Own the customer journey end-to-end and improve conversion/AOV.
• Be first point of contact for customer service across channels.
• Manage returns, refunds and order resolution per policy.
• Monitor site performance and coordinate with developers to fix issues.
• Plan site updates for campaigns and product launches.
• Maintain landing pages and promo mechanics ahead of key dates.
• Collaborate with growth marketing/PR for campaign support.
• Provide accurate sales/traffic KPI reporting to leadership.
• Ensure compliance with advertising/product regulations.

Skills

Shopify Plus management

Customer service (DTC)

Agency/developer liaison

Project management

Ecommerce analytics

Written communication

Food/brand retail interest

Tools

Shopify

Google Analytics

Job description

BBF Limited in Manchester is seeking a dedicated Ecommerce Manager to run our website on a full-time, permanent basis, delivering a smooth, engaging online shopping experience. You will be the primary contact for customer service across the DTC channel, protect brand reputation and work with the CEO and team to boost online sales, optimise site performance and ensure day-to-day ecommerce operations.

Responsibilities include managing Shopify Plus, product listings, pricing, promotions, stock,