Walking through this bright & airy space, you’ll find a team composed of the most hard-working, supportive and dedicated lasses & lads you’ll ever meet. Inspired by our core values of love, friendship and loyalty, we live by the quote “kill them with kindness” and thrive in a family environment. Expect to see plenty of high fives, epic birthday celebrations and meetings spent over Irish tea.

As a family member at Frank & Eileen, you can anticipate….

- Health Insurance (Medical, Vision & Dental)

- 401k & Retirement Planning

- Paid time off and annual holidays

- A clothing allowance - Flexible work hours

- Potential annual bonus and merit increases

- Opportunity for advancement and growth (the sky's the limit!)

Objectives

The eCommerce Manager is responsible for the day-to-day operations, and will help lead the growth of the eCommerce business with a strong background in driving the user experience and optimizing performance.

Responsibilities

Work directly with the head of the department to ensure eCommerce initiatives are aligned with business goals

Own and execute eCommerce roadmap:

- Continuously improve the website experience to maximize conversion and increase user engagement

- Lead the implementation of key eCommerce initiatives ex: loyalty program, blog, etc

- Develop and execute SEO strategies to improve organic search results and traffic

Manage development agency, SaaS partners and external relationships

Use web analytics, customer insights, industry trends and customer service feedback to inform future iterations of .com experience

Leads all website development, done in partnership with external development agency 

Oversees E-Commerce Merchandiser, who is responsible for all product creation and inventory management

Works hand and hand with creative team to execute the brand narrative

Responsible for all product uploads and daily site maintenance

Track and report monthly KPI's

Skills and Qualifications

Bachelor’s Degree in related field or industry equivalent experience

Strong technical exposure to web design and development, eCommerce systems integrations, SEO and UI/UX best practices

Successful track record in eCommerce project management and leading day-to-day operations in an entrepreneurial environment 

Proficient in Shopify, Klaviyo, Google Analytics, Returnly, SEO Manager, Yotpo and more

Experience working for high growth D2C startups

Driven and self-motivated 

Can-do attitude and ability to problem solve and think outside the box

Excellent oral and written communication skills, presenting ideas is key

Loves to work collaboratively

Excited to join a small and mighty team that makes a huge impact

Prefer 5+ years of experience as eCommerce Manager 

Objective

Frank & Eileen is looking for a Retention Marketing Manager to join our Marketing team. You will report into the Head of Marketing.

This role will own our retention, CRM and loyalty efforts and will be responsible for driving significant and measurable improvement to our customer LTV and hitting our monthly repeat-purchase revenue goals, with the full support and strategic collaboration of both our CEO and Head of Marketing in achieving your targets. 

This will be a high-profile, high-growth, fun, and challenging role for someone who is ready to own a meaningful piece of a fast-growing, brand-name business.

  Responsibilities

Work closely with the Head of Marketing to develop a holistic retention strategy that improves customer loyalty, scales lifecycle marketing, and identifies new opportunities

Develop, manage and optimize the customer journey and retention program across all marketing channels while also finding new and innovative ways to improve retention

Own, track and expand key email and SMS marketing flow campaigns throughout the customer journey, including welcome, post-purchase and winback campaigns

Identify and work cross-functionally to implement best-in-class retention strategies across all product, marketing, and customer service touch points including, but not limited to, loyalty programs, VIP initiatives, and subscription programs

Analyze cohort performance, identifying areas of opportunity and understanding the "why" behind customer behavior; develop strategies and testing opportunities to address ongoing insights and findings

Own, track and expand direct mail initiatives to improve customer retention and increase LTV

Own existing vendor relationships and identify opportunities or strategies with new technologies, platforms and channels to reach our audiences through owned marketing channels

Own, track and continually improve key retention metrics, such as LTV, subscription retention and repeat purchase rates

Skills and Qualifications

Bachelor's degree in Business, Marketing or equivalent work experience

2-3 years of experience with specific focus on retention/CRM/loyalty in a DTC e-commerce environment 

A quantifiable track record of success in growing the retention revenue line of a DTC e-commerce business

Experience working with a major ESP (Klaviyo is preferred), SMS, social platforms, direct mail and loyalty/referral programs

Strong proficiency in Microsoft Office, Google Suite and Google Analytics

Extremely proficient with multi-channel data and cohort analysis

Strong communication, interpersonal & organizational skills and the ability to champion large-scale strategic priorities across the business

Excitement for learning, open to new experiences and challenges in a fast-paced environment

Objective:

The ideal candidate will be responsible for leading an unparalleled, luxury customer experience. You will be the voice of Frank & Eileen, tasked with communicating directly with our highly educated and exceedingly loyal customer base through both verbal and written communication in a fast-paced omni-channel, startup environment.

Working Hours: Saturday - Wednesday 11am-7pm or 12pm - 8pm

Responsibilities:

-Work hand-in-hand with current customer service team member, ensuring excellent customer relations across phone, email, SMS, and chat platforms

-Be highly personable and hold conversations with all types of clientele, leaving them with a personalized customer service experience

-Troubleshoot and resolve customer issues, with grace and efficiency

-Develop a strong understanding of product line and company voice, constantly leveraging to create up-selling + cross-selling opportunities

-Identify and grow relationships with VIP customers, with personalized service and individual outreach

-Create on-brand packages and content on an as-needed basis

-Maintain reporting, tracking, and systems, establishing regular KPI reporting to company for all customer service objectives

-Represent the core values of Frank & Eileen, and act as a brand ambassador in all communications

Skills and Qualifications

-Working knowledge of: Microsoft OS, Shopify, Full Circle (or other ERP system), Olark (or other web-based chat service) and all social media platforms

-Ability to think outside the box and question everything, with a keen eye for detail

-Excellent time management skills, extremely well organized and adept at prioritizing workloads under pressure

-A high level of integrity in all that you do, in and out of work

-Ability to collaborate and encourage collaboration among team members

-Strong verbal and written skills

-2+ years of omni-channel customer service in a like-minded environment (luxury, both wholesale and DTC)

We'd love to hear from you! What's your dream Frank & Eileen job? How can your many talents help the company be more successful? 

We'd love to hear from you! What's your dream Frank & Eileen job? How can your many talents help the company be more successful?