Manager, Digital Experience & E-Commerce

Description

Please note: This will be a fully onsite role, Monday through Friday, at our Support Center office in the Altamonte Springs, FL area (Greater Orlando).

Why Everstory

At Everstory Partners, our mission is to create supportive spaces where individuals and families can find solace, meaning, and hope in the midst of loss. At the heart of our mission is a deep understanding of the profound and complex nature of grief. Every person’s journey through loss is unique, and we are committed to providing compassionate and personalized support.

We also believe that grief is not a problem to be solved or a burden to manage alone, but rather a natural and beautiful part of the human experience. Backed by our national strength and our local partners’ role is to be a steady presence, a source of comfort and guidance, and a partner in celebrating the life and legacy of the person who has passed.

The Impact You Will Make

The Digital Experience & E-commerce Manager oversees the management, performance, and continuous improvement of Everstory Partners’ websites and digital customer experience. This role is responsible for optimizing website functionality, improving customer engagement and lead generation, and developing e-commerce capabilities to drive conversion rates and online revenue growth. Working collaboratively with Marketing, Data Analytics, Sales, Operations, IT, and external partners, the manager leads digital initiatives, coordinates website enhancements, and leverages analytics and emerging technologies to improve operational efficiency, customer experience, and overall business performance.

Essential Duties and Responsibilities

Website Management & E-commerce

• •Oversee the day-to-day management, maintenance, and continuous improvement of Everstory Partners’ websites, ensuring accurate content, imagery, pricing, and product/service information.
• •Optimize website navigation, mobile usability, landing pages, and inquiry forms to improve the customer experience, lead generation, and conversion rates.
• •Lead the planning and implementation of e-commerce capabilities, including product/service listings, online purchasing, order processing, and tracking.
• •Manage digital merchandising, pricing visibility, and checkout experiences to improve online transactions and revenue.
• •Partner with Sales, Operations, IT, and agency partners to coordinate website enhancements and align e-commerce functionality with business requirements.

Digital Marketing & Customer Experience

• •Coordinate social media, email, paid search, and digital advertising initiatives to support website traffic, qualified lead generation, and revenue growth.
• •Guide SEO, digital content, and online reputation initiatives in collaboration with internal teams and agency partners.
• •Optimize the digital customer journey from initial website engagement through lead capture, online purchasing, and CRM interactions.
• •Collaborate with the Marketing Systems Specialist to support CRM integration, lead routing, and automated customer communications.
• •Evaluate and implement approved AI-enabled tools to enhance digital content, personalization, marketing efficiency, and customer experience.

Strategy, Analytics & Performance

• •Develop and maintain a prioritized roadmap for website and e-commerce enhancements aligned with Marketing strategy and organizational objectives.
• •Define business requirements, project deliverables, and success measures for digital initiatives, including new locations and acquisition transitions.
• •Monitor website and campaign performance, including traffic, qualified leads, appointments, conversion rates, online transactions, and attributed revenue.
• •Use analytics, customer feedback, and testing to identify improvement opportunities and recommend strategies that support business growth.
• •Evaluate digital platforms and vendors, oversee agency deliverables, and coordinate implementation with internal stakeholders.
• •Partner with Data Analytics and Finance on performance reporting while ensuring agency accountability, website quality, and timely issue resolution.

Requirements

• •Bachelor’s degree in Marketing, Business, E-commerce, or a related field preferred, or equivalent relevant experience.
• •Minimum of five years of experience in website management, digital marketing, or e-commerce, with demonstrated success improving website performance, customer engagement, and conversion rates.
• •Hands-on e-commerce experience, including digital merchandising, product/service listings, pricing presentation, online purchasing processes, and revenue optimization.
• •Proficiency with website content management systems and e-commerce platforms, such as WordPress, Shopify, or comparable technologies.
• •Experience with website analytics, SEO, digital marketing performance, and conversion optimization tools. Google Analytics 4 experience required; Looker Studio, ReviewTrackers, and Sprout Social experience preferred.
• •Familiarity with CRM systems, marketing automation, and AI-enabled tools to support digital engagement, lead generation, and operational efficiency. HubSpot experience preferred.
• •Demonstrated ability to manage digital projects, define business requirements, coordinate technical implementations, and oversee external agencies or vendors.
• •Strong analytical, organizational, communication, and problem-solving skills, with the ability to manage competing priorities, work independently, and collaborate across departments.
• •Ability to maintain accuracy, professionalism, empathy, and discretion in customer-facing digital experiences, particularly when communicating sensitive information. Experience supporting multi-location or multi-brand organizations preferred.
• •Must possess valid driver's license.

Core Competencies

• •Customer Focus – dedicated to meeting the expectations and requirements of internal and external customers. Gets first-hand customer information and uses it for improvements in products and services. Acts with customers in mind. Establishes and maintains effective relationships with customers and gains their trust and respect.
• •Compassion – genuinely cares about people. Is concerned about their work and non-work problems. Is available and ready to help. Is sympathetic to the plight of others not as fortunate. Demonstrates real empathy with the joys and pain of others.
• •Ethics and Values – adheres to an appropriate and effective set of core values and beliefs during both good and bad times. Acts in line with those values. Rewards the right values and disapproves of others. Practices what he/she preaches.

Role Competencies

• •Functional/Technical Skills – has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
• •Business Acumen – knows how businesses work. Knowledgeable in current and possible future policies, practices, trends, technology, and information affecting his/her business and organization. Knows the competition. Is aware of how strategies and tactics work in the marketplace.
• •Planning – sets objectives and goals based on length and difficulty of projects. Breaks down work into process steps. Develops schedules and task/people assignments. Anticipates and adjusts for problems/roadblocks. Evaluates results against goals & objectives.
• •Drive for Results – can be counted on to exceed goals successfully. Is constantly and consistently one of the top performers. Very bottom-line oriented. Steadfastly pushes self and others for results.
• •Process Management – good at figuring out the processes necessary to get things done. Knows how to organize people and activities. Understands how to separate and combine tasks into efficient work flow. Knows what to measure and how to measure it. Can see opportunities for synergy and integration where other can’t. Can simplify complex processes. Gets more out of fewer resources.

Work Environment:

On-site at Support Center, M-F required.

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