E-Commerce Operations Coordinator

About the role

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally. Fanatics Collectibles is a new company operating at the intersection of collectibles, culture, and technology. Backed by world-class investors, operators, and sports & entertainment partners, we are building the global leader in next-generation collectibles. As part of the broader Fanatics ecosystem, we leverage a digital sports platform that spans over 900 sports properties and engages more than 81 million fans. Together, we are reimagining every part of the collectibles experience for fans, partners, and creators. Role Summary The Fanatics Collectibles eCommerce Operations team is looking for a passionate eCommerce Operations Coordinator who will manage and optimize day-to-day eCommerce operations on Topps.com. This role will focus on product data, product creation, and order maintenance. They will work cross-functionally with Product, Merchandising, Logistics, Customer Service and Project Management ensuring product information is correct and orders are processed. This is a full time role, in the designated office 5 days per week.

Responsibilities

• Daily Quality Assurance: Perform daily quality assurance checks on the website, promptly identifying and correcting any errors or issues to maintain an exceptional customer experience.
• Troubleshoot Operational Issues: Identify, troubleshoot, and escalate operational issues by submitting tickets and collaborating with the engineering team. Ensure thorough testing and sign-off on any implemented solutions.
• Site Performance & Customer Behaviour Analysis: Regularly analyse website data, including customer behavior and performance metrics, to identify trends and areas for improvement. Use these insights to optimise site functionality and drive overall business performance.
• Product Knowledge & Assortment Management: Develop a deep understanding of the full product assortment and its key attributes to ensure accurate product descriptions, features, and benefits are reflected on the website.
• Cross-functional Collaboration: Work closely with order management and fulfillment teams to ensure smooth data transfer of product and order details, facilitating a seamless customer journey from purchase to delivery.
• Fraud Prevention & Risk Management: Monitor transactions for fraudulent activity, collaborating with the fraud prevention team to implement necessary actions and tools that protect the site and customers.
• Performance Monitoring & Reporting: Track site performance KPIs, such as load times, page views and conversion rates to make informative decisions on key product detail changes.
• Industry Trend Monitoring: Stay up to date with the latest eCommerce and collector trends, including technological advancements, best practices, and competitor activity, to relentlessly enhance the user experience.

Requirements

• Bachelor's degree, in Business, Marketing, Computer Science or related fields
• 1-3 year's experience in eCommerce operations, management or marketing
• Experience with ecommerce platforms and content management systems, preferably Shopify
• Strong understanding of eCommerce performance metrics
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