Ecommerce Supervisor

About Renegade Folk

Renegade Folk was founded by three sisters in 2007 with a mission to champion Marikina craftsmanship and build a thoughtful, design-driven Filipino footwear brand. Today, RF has grown into a cult-favorite label built on quality, comfort, and community.

We're expanding our digital operations and looking for an Ecommerce Supervisor who can own and optimize the entire online shopping experience — from website accuracy to fast fulfillment, system efficiency, and customer engagement.

If you're data-driven, systems-savvy, operationally sharp, and passionate about delivering a seamless online experience, this role is for you.

Role Overview

The Ecommerce Supervisor is responsible for driving online revenue growth by ensuring a seamless end-to-end ecommerce ecosystem. This includes managing website accuracy and performance, ensuring fast and accurate fulfillment, leading customer engagement workflows, optimizing systems, and executing data-driven decisions that improve conversion, retention, and revenue.

This role directly supervises the Ecommerce Operations team, including Customer Experience Associates, and collaborates closely with Marketing, Merchandising, Finance, and Fulfillment.

You will report to the Sales Manager / Head of Ecommerce (adjust depending on structure).

Key Responsibilities

1. Online Sales & Revenue Performance

• Deliver monthly and quarterly online revenue targets.
• Monitor and improve ecommerce KPIs (Traffic, Conversion rate, AOV (Average Order Value), Abandoned cart recovery)
• Analyze customer behavior and optimize site funnels for higher conversions.

2. Website Management & Optimization

• Maintain accurate product listings on Shopify (pricing, inventory, details, images).
• Ensure smooth site experience across mobile and desktop (UX, speed, navigation).
• Execute new launches, promos, campaigns, and website updates on time.
• Ensure real-time stock sync between Shopify and Katana/Odoo (if applicable).

3. Order Fulfillment & Customer Experience

• Oversee the Shopify → Katana → Fulfillment pipeline to ensure error-free processing.
• Track shipping SLAs, delivery issues, and fulfillment accuracy.
• Manage ReturnGo workflows to ensure efficient returns processing and proper inventory tagging.

4. Customer Engagement & Retention

• Supervise the Customer Experience Associates (CEAs) handling Freshchat, Freshdesk, email, and social channels.
• Ensure all customer communications meet response time targets and brand tone.
• Help implement retention flows (winback, post-purchase, replenishment, loyalty).

5. Digital Marketing & Merch Coordination

• Coordinate with Marketing on:
• Launch timelines
• Promotions & discount codes
• Gift card management
• Creative needs for hero products
• Monitor the ROI of digital marketing initiatives (Meta, TikTok, Mailchimp).
• Ensure website content aligns with campaign messaging and product availability.

6. Reporting & Forecasting

• Prepare weekly & monthly dashboards covering sales, funnel metrics, customer trends, fulfillment SLAs, and CX metrics.
• Coordinate with Finance for payment reconciliation, fraud checks, and refund accuracy.
• Use insights to inform forecasting for inventory and marketing alignment.

7. Systems & Process Improvements

• Lead automations, integrations, and workflow enhancements across Shopify, ReturnGo, Katana, Freshdesk/Freshchat, and other tools.
• Maintain strong controls for order accuracy, data cleanliness, and system documentation.
• Test and implement new plugins, apps, and tools to improve efficiency and customer experience.

8. Team Leadership & Development

• Lead and coach the CEAs, fulfillment coordination roles, and ecommerce assistants.
• Set KPIs, conduct performance reviews, and build onboarding frameworks.
• Foster a culture of ownership, speed, accuracy, and customer-first thinking.

Qualifications

• 3–5 years experience in ecommerce, digital operations, or online retail
• Strong familiarity with Shopify, Inventory systems (Katana/Odoo or similar)
• Experience managing customer service tools (Freshdesk, Freshchat, Zendesk, Gorgias, etc.)
• Strong analytical skills; comfortable with dashboards, Google Sheets, and reports
• Experience coordinating with marketing, fulfillment, and customer-facing teams
• Excellent communication and leadership skills
• Detail-oriented, organized, and comfortable managing multiple moving parts
• Bonus: experience in retail, fashion, or DTC brands

Success Metrics (What Success Looks Like)

• Consistent achievement of monthly online revenue targets
• Accurate product listings and error-free website management
• On-time fulfillment and high delivery accuracy
• High customer satisfaction (+ strong retention indicators)
• Improved ecommerce funnel metrics (CTR → Conversion)
• Strong and clean system integrations
• Clear reporting & insights that drive decisions
• A well-managed, high-performing ecommerce team

Why Join RF?

• Be part of a proudly Filipino brand with a mission
• Work in a collaborative, growth-oriented team
• Opportunity to shape and scale the ecommerce engine of a beloved local brand
• Competitive compensation and growth pathways

Job Type: Full-time

Pay: Php30, Php38,000.00 per month

Work Location: In person