• Respond promptly, professionally, and empathetically to customer inquiries via email, chat, and support tickets • Manage high-volume support requests with efficiency, accuracy, and attention to detail • Analyze customer issues, diagnose concerns, and provide effective solutions or escalate when needed • Maintain thorough documentation of all customer interactions in the support system • Build strong relationships with customers by delivering personalized, brand-aligned support • Identify opportunities to upsell or cross-sell products during customer interactions • Re-engage existing customers to drive repeat purchases (e.g., post-delivery follow-ups) • Follow up with leads and prospects to increase conversion rates • Support and gradually take ownership of B2B outreach efforts (e.g., schools, organizations, bulk orders) • Deliver confident and structured sales communication when presenting products or offers • Maintain accurate records in CRM and support tools (e.g., ticketing systems, Klaviyo, Postscript) • Track customer interactions, sales activities, and follow-ups • Ensure alignment with internal processes and workflows • Identify trends in customer inquiries and provide feedback for process improvements

• Upload new products into Shopify using supplier-provided data • Source product descriptions, specifications, and images when needed • Write or refine product descriptions to align with brand tone • Resize and format product images for website use • Assign correct pricing, SKUs, barcodes, tags, and collections • Review all listings for accuracy before publishing • Maintain consistency across product pages • Apply SEO best practices (meta titles, descriptions, keywords) • Manage product categories, filters, and navigation • Update existing listings (pricing, images, discontinued items) • Ensure data consistency across systems (Shopify and POS if applicable) • Liaise with suppliers to clarify missing or incorrect information

• The Director, eCommerce will play a pivotal role in driving the online sales and marketing strategy for Hydroviv. • This leader will be responsible for developing and implementing effective eCommerce strategies to maximize revenue, enhance the customer experience, and strengthen Hydroviv’s online presence. • Developing and executing a comprehensive eCommerce strategy aligned with the overall Hydroviv and Culligan business objectives. • Identifying and capitalizing on market trends, consumer behavior, and competitive opportunities to drive growth. • Overseeing the management and optimization of the Company's eCommerce website, ensuring a seamless and user-friendly experience. • Collaborating with cross-functional teams to implement website enhancements, updates, and new features. • Leading digital marketing efforts, including online advertising, social media, email campaigns, and SEO, to drive traffic and sales. • Managing marketing and advertising budgets efficiently to maximize topline revenue. • Developing and executing promotional campaigns to drive customer acquisition, retention, and loyalty. • Prioritizing and enhancing the overall customer journey, from website navigation to post-purchase support. • Implementing customer feedback mechanisms and utilize data analytics to continuously improve the online shopping experience. • Analyzing eCommerce KPIs and sales performance data to identify areas for improvement and implement strategies for growth. • Preparing regular reports for Culligan and Hydroviv senior leadership, providing insights into eCommerce performance and market trends.

• Define and lead Direct to Consumer (DTC) eCommerce data strategy, aligning digital analytics with growth, customer acquisition, and revenue objectives • Drive profitable growth by linking marketing spend, merchandising decisions, and customer behavior to Lifetime Value (LTV), margin and retention • Establish advanced marketing frameworks, Marketing Mix Modeling (MMM), Multi-Touch Attribution (MTA) incrementality to optimize marketplace performance • Shape customer lifecycle strategy through cohort analysis, segmentation, and personalization across acquisition, conversion and retention • Develop forecasting and predictive models to support demand planning, inventory strategy and revenue growth • Partner with leadership to influence pricing, promotional strategy, and digital investment decisions • Identify and implement new tools and technologies to enhance digital analytics and personalization capabilities • Oversee end-to-end DTC funnel performance, including homepage, category pages, Product Detail Pages (PDPs), cart, and checkout optimization • Manage digital experimentation strategy, including A/B and multivariant testing, to improve conversion rate and Average Order Value (AOV) • Oversee acquisition performance across paid media, Search Engine Optimization (SEO), email, SMS, and affiliate channels • Ensure robust data collection, tagging, and governance across analytics platforms and tools • Develop and maintain executive dashboards with consistent key performance indicators (KPIs) across channels and campaigns • Drive cross-functional alignment across marketing, merchandising, operations, and technology teams to execute data-driven initiatives • Support and maintain a positive safety culture by following all safety policies and procedures and actively contributing to a safe working environment