eCommerce Experience Specialist

As our digital business continues to grow, we are seeking an analytical, customer-focused, and results-driven eCommerce Experience Specialist to optimize the online shopping experience across SpringStepShoes.com. This role will focus on improving website conversion, customer engagement, average order value, and customer lifetime value by leveraging analytics, experimentation, digital merchandising, and user experience best practices.

This role serves as the optimization engine of the Spring Step Shoes eCommerce team, continuously analyzing customer behavior, identifying opportunities for improvement, and implementing strategies that enhance every stage of the customer journey-from homepage to post-purchase. Working closely with Marketing, Creative, Merchandising, Development, Customer Service, and Leadership, this individual will drive data-informed decisions that improve website performance while delivering a premium online shopping experience.

The ideal candidate combines strong analytical thinking with a customer-first mindset, enjoys solving complex problems, and thrives in a fast-paced retail environment. They are passionate about testing, optimization, digital merchandising, and creating seamless shopping experiences that deliver measurable business results.

What You’ll Do

Website Experience Optimization & Conversion Rate Optimization (50%)

• Develop and execute ongoing website optimization strategies that improve conversion rate, customer engagement, average order value (AOV), revenue per visitor (RPV), and customer lifetime value (CLV).
• Analyze customer behavior using Google Analytics 4 (GA4), Google Tag Manager, Microsoft Clarity, heatmaps, session recordings, customer surveys, and behavioral analytics.
• Design, execute, and analyze A/B and multivariate tests across key customer touchpoints to improve website performance.
• Evaluate customer journeys across homepage, navigation, search, collections, product detail pages, cart, checkout, account pages, and post-purchase experiences to identify friction points and optimization opportunities.
• Optimize desktop and mobile shopping experiences using UX/UI best practices and customer behavior insights.
• Develop and maintain a testing roadmap based on customer data, analytics, and previous experiment results.
• Monitor website performance, Core Web Vitals, and user experience metrics while recommending improvements that increase conversions and customer satisfaction.
• Evaluate Shopify applications, personalization platforms, AI technologies, and conversion optimization tools that improve website performance and customer experience.
• Monitor key performance indicators including Conversion Rate, Revenue per Visitor (RPV), Average Order Value (AOV), Add-to-Cart Rate, Checkout Completion Rate, Bounce Rate, Exit Rate, and Customer Lifetime Value (CLV).

Digital Merchandising & Customer Experience (25%)

• Optimize digital merchandising strategies across homepage, collections, product detail pages, search, navigation, and promotional landing pages.
• Improve product discovery through merchandising, filtering, sorting, navigation, and search optimization.
• Support homepage updates, promotional campaigns, seasonal merchandising, and landing page optimization.
• Analyze customer shopping behavior to improve product visibility, engagement, and conversion.
• Partner with Customer Service and internal stakeholders to identify recurring customer pain points and implement solutions that enhance the online shopping experience.
• Support implementation of personalization tools, product recommendations, loyalty initiatives, customer reviews, and customer engagement technologies.
• Help maintain a premium digital shopping experience that reflects the Spring Step Shoes brand.

Reporting, Analytics & Business Insights (15%)

• Build and maintain dashboards and recurring reports measuring website performance, customer behavior, merchandising effectiveness, conversion metrics, and business performance.
• Analyze customer, website, and product data to identify optimization opportunities and support business growth.
• Present testing results, customer insights, and optimization recommendations to leadership and cross-functional teams.
• Support promotional analysis, forecasting, KPI reporting, and ongoing business performance reviews.
• Translate analytics into actionable recommendations that improve customer experience and drive measurable business results.

Innovation & Cross-Functional Collaboration (10%)

• Partner closely with Marketing, Creative, Merchandising, Development, Customer Service, and Leadership to execute website optimization initiatives.
• Support implementation of new Shopify features, website enhancements, personalization tools, and emerging technologies.
• Collaborate on SEO initiatives, landing page optimization, promotional campaigns, and customer engagement strategies.
• Research industry trends, competitor best practices, AI technologies, and digital commerce innovations to identify new growth opportunities.
• Identify opportunities to improve workflows, testing methodologies, reporting, automation, and operational efficiency.

• 3-5 years of experience optimizing eCommerce, direct-to-consumer, or digital retail websites.
• Proven experience improving website conversion rates, customer experience, and digital merchandising.
• Experience with Shopify or Shopify Plus preferred.
• Strong understanding of Conversion Rate Optimization (CRO), customer journey mapping, UX/UI principles, and customer behavior analysis.
• Experience with Google Analytics 4 (GA4), Google Tag Manager, Microsoft Clarity, Hotjar, or similar behavioral analytics platforms.
• Experience designing and executing A/B and multivariate testing programs.
• Basic knowledge of HTML, CSS, JavaScript, or Shopify Liquid preferred.
• Advanced Microsoft Excel skills, including PivotTables, XLOOKUP/VLOOKUP, dashboards, reporting, and data analysis.
• Strong analytical, organizational, communication, and project management skills.
• Ability to manage multiple priorities while translating complex data into actionable business recommendations.
• Self-motivated with exceptional attention to detail and a passion for improving digital customer experiences.

Preferred Qualifications

• Experience with personalization platforms, loyalty programs, customer engagement technologies, and product recommendation engines.
• Familiarity with Shopify applications such as Rebuy, Judge.me, Rivo, Search & Discovery, or similar tools.
• Experience within footwear, fashion, apparel, or consumer retail.
• Experience working in a fast-paced, high-growth direct-to-consumer environment.

Pulled from the full job description

• Profit sharing
• Paid holidays
• Opportunities for advancement, * Competitive wages and benefits
• Company-paid holidays and vacation
• Profit-sharing program
• Advancement opportunities

If you’re passionate about optimizing digital experiences, using data to solve problems, and creating seamless customer journeys that drive measurable business growth, we’d love to hear from you.

Since 1991, Spring Footwear has been dedicated to designing footwear that delivers exceptional comfort, quality, and style. Today, our family of brands continues to grow through wholesale partnerships, retail stores, and an expanding direct-to-consumer business.