• Direct interactions with consumers (phone calls, chats, and email) regarding product and service inquiries, meeting service quality standards for both English- and French-speaking customers. • Assistance with e-commerce transactions. • Processing replacement orders. • Managing inventory and substitutions, including follow-up. • Investigating missing or lost packages, coordinating with logistics and carriers to resolve delivery issues. • Identifying issues and handling consumer and business partner claims in accordance with warranty policy, proposing equivalent replacement solutions when necessary. • Managing requests that require review by escalating to a manager when needed. • Identifying and shipping replacement parts. • Keeping product and system knowledge up to date through internal training. • Communicating with colleagues and liaising with internal departments as required.

• Own homepage, category, and collection page curation to reflect brand narrative and seasonal campaigns • Manage product sequencing, sorting logic, and on-site search to maximize discoverability • Partner with creative and buying to plan promotional moments and content calendars • Drive cross-sell and upsell strategies through smart product pairings and editorial storytelling • Monitor sell-through data and adjust merchandising to support inventory goals • Own core funnel metrics: CVR, add-to-cart rate, checkout initiation, and checkout completion, and report on them regularly to leadership • Lead a continuous A/B and multivariate testing roadmap across key funnel touchpoints • Analyze session recordings, heatmaps, and funnel reports to identify friction and opportunity • Own checkout experience; reduce cart abandonment through UX, copy, and trust signal improvements • Develop hypotheses grounded in quantitative data and qualitative customer insight • Report on experiment outcomes and translate learnings into permanent site improvements • Define and maintain the ecommerce product roadmap in collaboration with stakeholders that align to business objectives • Write clear briefs and acceptance criteria for new features, integrations, and platform improvements • Act as the internal owner of the Shopify storefront; triaging issues, coordinating fixes, and managing the app stack • Evaluate and manage third-party apps; own the relationship, renewals, and configuration • Keep the site performant and functional across devices, flagging and resolving issues proactively • Lead UX strategy for all customer-facing digital surfaces • Commission and interpret customer research, usability testing, and journey mapping • Maintain a cohesive design system in partnership with the brand and creative teams • Champion accessibility and inclusive design across the entire digital experience • Translate business requirements into elegant, intuitive interactions that feel quintessentially Poppy & Peonies • Lead and mentor teams and external partners across ecommerce and web development • Collaborate closely with cross-functional peers in marketing, creative, finance, and operations, acting as the connective tissue between the site and the rest of the business • Represent the ecommerce function in leadership conversations, bringing a clear point of view on priorities, tradeoffs, and what the team needs to succeed • Foster a culture of curiosity and experimentation, making it safe to test, learn, and share results openly even when outcomes aren't what you hoped • Be a generous thought partner to colleagues across the business, helping others understand how the site works and why the customer experience matters

• Own and continuously improve the end-to-end Shopify shopping experience (home, collection pages, PDPs, cart, checkout) • Increase conversion rate and revenue per visitor by identifying friction points and fixing them with clear, testable changes • Build and run a CRO roadmap (hypotheses, prioritization, experiment design, execution, and learnings) • Improve mobile shopping performance across key templates, with a focus on speed, clarity, and purchase flow • Own site merchandising: collections, navigation, promos, product sorting, and on-site storytelling that supports purchase decisions • Optimize product pages through better structure, content placement, imagery/copy coordination, and clear value communication • Launch new products/collections and execute on-site promotions in tight alignment with the marketing calendar • Track and report key ecommerce metrics (CVR, AOV, revenue, bounce rate, RPV) and share weekly performance updates to senior leadership • Partner cross-functionally with marketing, creative, and external agencies to ensure traffic lands on pages built to convert

• Manage Amazon Seller Central and Walmart Seller Center accounts • Create, optimize, and maintain product listings • Monitor inventory, pricing, and product catalog accuracy • Assist with branded reselling operations and product management • Perform profitability and margin analysis across products and marketplaces • Conduct data entry and maintain organized records and spreadsheets • Monitor account health, listing issues, and marketplace alerts • Coordinate product uploads, edits, and listing maintenance • Research products, competitors, and marketplace trends • Generate operational reports and performance tracking updates • Identify workflow improvements and operational opportunities proactively • Support day-to-day marketplace operations as needed