Retail Ecommerce Lead

Retail Ecommerce Lead

Reports To: Retail Operations Manager / Store Leadership/Ecom Director

Direct Reports: None

Key Interactions: Ecom Director, Ecom Agency, Customer Support Team, Drop Ship Vendors, Retail Store Team, Stockroom Team, Support Center Warehouse, Visual Merchandising, Planners

Position Overview

The Retail Ecommerce Lead ensures a seamless, reliable, and engaging shopping experience for customers on Coca-ColaStore.com. This role is responsible for presenting products accurately online, enabling fast and dependable order fulfillment, and maintaining real-time inventory integrity so customers can shop with confidence. The Ecommerce Lead coordinates closely with warehouse teams and third-party service providers to ensure timely delivery, smooth returns and exchanges, and accurate pricing. By supporting key digital initiatives and maintaining strong collaboration with internal partners, this role helps create a consistent, customer-first ecommerce experience from browsing to delivery.

Primary Responsibilities / Accountabilities

Ecommerce Operations

• Upload new products to Coca-ColaStore.com, ensuring accurate descriptions, attributes, imagery, tags, and categorization.
• Regular QA the site to make sure merchandise is accurately represented
• Assist in gathering samples/products for monthly photo shoots.
• Process and maintain price changes and promotional updates for all online SKUs.
• Ensure all online product information is accurate, up to date, and clearly presented, partnering with Visual Merchandising and Planning teams to optimize the assortment by adding or removing categories and items based on marketing and inventory.
• Review Marketing Calendar and emails to ensure good inventory position on items featured
• Partner with third-party ecommerce vendors on content updates, platform issues, fulfillment workflows, and process improvements.
• Monitor and reconcile discrepancies between online inventory and physical inventory levels; escalate issues where needed.
• Report and create tickets for system issues and bugs
• Deactivate items online when sold out and no longer carried.

• As needed, assist in picking, packing, and preparing ecommerce orders following established guidelines to ensure speed, accuracy, and brand presentation.
• Assist on internal bulk and special orders.
• Support order fulfillment, including drop-ship workflows, documentation, inspections, and cycle counts for ecommerce-related inventory.
• Maintain organization of ecommerce storage zones and staging areas.
• Communicate out-of-stocks, substitutions, delays, and other fulfillment impacts to Planning and Store Operations.
• Work through fulfillment issues and reallocate orders to meet customer expectations

• Process and document all online returns and exchanges for Coca-ColaStore.com.
• Lead the resolution of customer service issues, collaborating with warehouse, customer service, and third-party partners to ensure prompt and satisfactory outcomes.
• Inspect returned merchandise and determine appropriate disposition (restock, RTV, damage, etc.).

• Perform ecommerce-related cycle counts and reconcile variances.
• Ensure inventory integrity in IP and other systems required for ecommerce accuracy.
• Ticket, label, or prepare items as needed prior to ecommerce staging or fulfillment.
• Partner with warehouse teams to minimize fulfillment errors, including mispacks, missing items, and packing-related damage, improving overall customer satisfaction.

• Serve as the primary in-store point of contact for ecommerce processes and escalations.
• Collaborate with Visual Merchandising to keep online content aligned with store standards.
• Coordinate with warehouse teams for receipt, movement, and replenishment of ecommerce merchandise.
• Support cross-functional teams with product information, reporting, and operational insights.

• Maintain safe, organized work areas in accordance with store procedure and safety standards.
• Assist with receiving, unpacking, sorting, and distributing merchandise tied to ecommerce workflows.
• Participate in bi-annual inventory and regular cycle count activities.

• High school diploma or GED required.
• 1+ year experience in retail, ecommerce, warehouse, or related operational environment.
• Experience with product content management, inventory systems, or online retail platforms preferred.

• Strong organizational and multitasking skills with the ability to prioritize in a fast-paced environment.
• High accuracy and attention to detail, especially regarding digital product information.
• Effective verbal and written communication across teams.
• Comfortable working with internal systems such as Adobe Commerce/Magento/Shopify Island Pacific, basic Word/Excel, scanners, and digital content tools.
• Ability to lift up to 40 lbs., move merchandise, and perform repetitive physical tasks.
• Flexibility to adapt to shifting business needs.

• Demonstrates strong guest service orientation in supporting ecommerce customers.
• Ability to maintain professionalism and composure in problem-solving scenarios.
• Familiarity with safe handling of warehouse equipment (hand truck, flatbed cart, ladders, tape gun, box cutter, etc.).
• Available to work weekends or varied schedules when needed for ecommerce demand.