Social Media and E-Commerce Manager

Position: SOCIAL MEDIA AND E-COMMERCE MANAGER

Salary range: 70,000 Philippine Peso (The final amount will be at the client's discretion based on the candidate’s skills and experience)

Working Hours: 8am-5pm New Zealand business hours (1pm US Pacific time / 4am Philippine time)

Work set-up: 100% Remote work under Independent Contractor Agreement

Holidays: TBD

Target Start Date: TBD

About the Company

This company is a pet wellness brand that specializes in vet-formulated supplements and interactive enrichment products designed to support canine health and behavior. Their primary focus is on addressing day-to-day stress and anxiety in dogs through science-backed calming chews, drops, and spreads.

Role Overview

We are looking for an all-round Social Media and E-Commerce Manager with generalist skills to support the day-to-day business operations. This role is primarily focused on delivering Social Media Management across e-commerce channels and Customer Engagement by providing excellent customer service, while also assisting with marketing activities.

RESPONSIBILITIES:

Social Media Management & Content Creation (Primary Focus)

• Content Calendar Execution: Plan, schedule, and maintain a consistent content calendar across key social platforms, specifically Meta (Facebook and Instagram).
• Asset Creation: Design and develop basic marketing content, including posts, captions, and visual assets, while maintaining absolute brand consistency.
• Community Management: Drive page strategy and engagement by monitoring and actioning social channels, responding promptly to comments, interacting with accounts and direct messages, and identifying potential members of the community.
• Performance Analytics: Track, analyze, and report on social media performance metrics to continually optimize engagement and growth.
• Marketing Support: Contribute creative inputs to general marketing initiatives, blog posts, and overarching brand campaigns.

Customer Experience & E-Commerce Support (Secondary Focus)

• Customer Support: Manage inbound customer inquiries across email, chat, and social helpdesks, ensuring professional, timely resolutions for order queries and product questions.
• Shopify Store Maintenance: Assist with the day-to-day management, health, and hygiene of the Shopify e-commerce platform, including supporting accurate order processing.
• Email Marketing: Create customer email content and build communication flows to enhance retention and customer lifetime value.
• SEO & Insights: Support search engine optimization (SEO) initiatives and actively monitor customer feedback trends to report recurring platform or product issues.
• Administrative Management: Maintain a calendar of major promotional dates, product launches, and seasonal campaigns.

Requirements

QUALIFICATIONS

• DTC Experience: Proven experience working within a Direct-to-Consumer (DTC) E-commerce environment.
• Social Media Proficiency: Demonstrated success managing and executing content strategies across Instagram, Facebook, TikTok, and LinkedIn.
• E-Commerce Platforms: Solid working knowledge of Shopify (or a similar e-commerce ecosystem) for storefront and order management.
• Customer Service Excellence: Strong background in e-commerce customer support with a track record of upholding high standards of customer experience.
• Communication Skills: Exceptional written and verbal communication skills with a sharp eye for detail, copy editing, and brand voice.
• Organizational Agility: Highly organized, proactive self-starter capable of managing multiple tasks simultaneously in a fast-paced environment.

Preferred Skills (Nice to Have)

• Design & Content Tools: Practical graphic design skills utilizing basic creative software or AI-driven content tools.
• CRM & Helpdesk Tools: Familiarity with e-commerce customer relationship management platforms, with a strong preference for Gorgias.
• Email Automation: Working knowledge of Klaviyo or similar customer communication and email marketing automation platforms.
• Amazon Ecosystem: Experience or familiarity with Creator Connections on Amazon.
• Strategic Insights: A strong foundational understanding of E-commerce customer journeys and optimization pathways.