Manager, eCommerce & CX

E-Commerce Conversion & Shelf Strategy (CX)

Job Title: Manager, E-Commerce Conversion & Shelf Strategy (CX)

Division: L’Oréal Dermatological Beauty (LDB)

Reports To: AVP, E-Commerce & Commercial Strategy

Location: Hudson Yards, NY

Who We Are The Digital Shelf and Conversion team at L’Oréal Dermatological Beauty (LDB) helps shoppers find, understand, and purchase our brands across retailer websites. We use data and shopper insights to improve digital shelf health, strengthen product detail pages, and optimize the online journey across retail partners such as Walmart, Target, and Ulta.

The Opportunity & Your Impact As the Conversion & Shelf Specialist, you will turn digital shelf and shopper insights into improvements across retailer e-commerce sites. You will analyze conversion drivers and barriers, prioritize and execute product detail page and journey improvements, and coordinate content and asset needs with brand and internal teams. You will also monitor performance, identify availability concerns, and help ensure retailer experiences meet LDB’s priorities.

Key Job Responsibilities

• Conversion Strategy & Execution: Identify conversion drivers and barriers, prioritize CX actions, and execute digital shelf improvements to support sales performance across retailer websites.
• Digital Shelf Health & Benchmarking: Monitor digital shelf performance and align benchmarks with LDB priorities and the relevant impact levers for each retailer.
• Shopper Journey Optimization: Map and assess the online shopper journey, identify points of friction or opportunity, and coordinate improvements with channel and retailer partners.
• PDP Launch Support & Maintenance: Support product detail page (PDP) launches with brand asset teams (BAMs), prioritize ongoing PDP maintenance, and conduct audits to identify and address content gaps.
• Retail-First Content & Playbooks: Create and maintain retailer-focused content playbooks, including Hero product strategy and segmentation. Coordinate Above-the-Fold and Below-the-Fold (ATF/BTF) content with the central BAM team and initiate asset-creation needs with brand teams.
• Content Testing: Test content adaptations using tools such as Vizit and CreAIte, in coordination with Channel Development and relevant partners, and use findings to inform content improvements.
• Search, SEO & GEO: Implement identified retailer SEO and GEO improvements, contribute to a unified approach, and help establish visibility baselines and priorities.
• Taxonomy & Site Improvements: Translate taxonomy and digital-shelf studies into prioritized retailer-site changes, partnering with Sales, Category Development, and other relevant teams.
• Reporting & Continuous Improvement: Circulate monthly digital shelf reporting, communicate findings and recommended actions to stakeholders, and track results of implemented changes.
• Availability & Operational Issues: Flag online availability anomalies and socialize issues with Channel Development and relevant partners so that potential actions can be coordinated.
• Sentiment & Service Insights: Identify key themes in shopper reviews and escalate significant customer-service issues to the appropriate stakeholders.
• Perfect PDP & Activation Alignment: Partner with internal teams and retail partners to align Perfect PDP execution with on-site merchandising and media activation plans, creating a consistent and compelling shopper experience across the path to purchase.
• Media Team Coordination: Work with Media teams and Channel Development to ensure digital shelf and content recommendations are coordinated with retailer media activity and activation timing.
• Medical Needs: Partner with Medical and cross-functional teams to ensure relevant medical needs are reflected appropriately in the online experience.
• Cross-Functional Collaboration: Work with Commercial Strategy, customer teams, Marketing, Category Development, Medical, CDMO/CDAO, Supply Chain, BAMs, and account teams, as appropriate.

Background & Experience Requirements

Educational Background

• Bachelor’s degree in E-Commerce, Digital Marketing, Analytics, Business, or a related field.

Professional Experience

• 4-7+ years of experience in digital shelf optimization, e-commerce merchandising, digital analytics, or a related area within a CPG/FMCG environment.
• Experience analyzing retailer e-commerce performance and coordinating content or site improvements is preferred.

Technical Skills

• Hands-on experience with digital shelf analytics, retailer tools, and/or shopper feedback platforms. Relevant examples may include NIQ, Stackline, Vizit, Consumer Loop, Revuze, WalmartTech, and AMZTech.
• Familiarity with content testing or optimization tools such as CreAIte is a plus.

Salary Range: $98K-$140K