CX + Ecommerce Manager

CX + Ecommerce Manager (In-Office)

MDT Sporting Goods, Chilliwack, BC.

MDT is one of the fastest-growing brands in the precision rifle industry. We design and manufacture chassis systems, bipods, magazines, accessories, and gear trusted by competitive shooters, hunters, and professionals worldwide. We innovate fast, launch often, and push hard.

We need someone who can do the same.

We're hiring a CX + Ecommerce Manager to take full ownership of our online customer journey, ecommerce performance, and continuous improvement cycle. This is an in-office role and a critical hire as we scale.

Our growth target over the next 3–5 years is aggressive. We're not shy about that. We need someone who can own the full customer experience end-to-end… every week… and ship improvements without needing to be constantly pushed.

What This Role Is Really About

• You own the entire online customer experience, from landing on the site to checkout, to post-purchase, to support insights, and you turn it into a machine that gets better every single week.

• You're not a "keep the lights on" website admin. And you're not just a big-picture thinker who avoids doing real work.

• You're the operator who understands ecommerce, sees problems before customers do, and leads the team responsible for making sure our CX is frictionless, fast, and revenue-driving.

• You will manage ecommerce operations, collaborate tightly with development and design, and help push our customer support team to evolve from reactive to proactive.

What You'll Own

Ecommerce Performance & Optimization

• Own website performance, CRO initiatives, customer journeys, and onsite experience
• Ship weekly improvements to UX, flow, navigation, checkout, and performance
• Run A/B tests, review analytics, and act on data to remove friction and increase revenue
• Work with dev/design to implement site updates and improvements

CX Ownership

• Make the entire customer experience smoother, faster, and more predictable
• Use CS insights to proactively improve policies, communication, and product pages
• Build feedback loops between support -> product -> marketing -> ecommerce
• Ensure customers always know what to expect and rarely need to ask

Team Leadership

• Lead the dev and design resources dedicated to ecommerce/CX
• Help to guide the Customer Support, helping them evolve processes, systems, and performance where applicable
• Build alignment across marketing, ops, and support for a unified CX approach

Customer Insights & Continuous Improvement

• Turn website data, support tickets, reviews, and customer pain points into actionable improvements
• Build dashboards, weekly summaries, and monthly CX reports
• Drive initiatives that reduce ticket volume and increase satisfaction
• Improve communication and clarity across all customer touchpoints

Email & Lifecycle Support

• Support email flows, transactional messaging, and post-purchase communication
• Ensure all messaging aligns with the intended customer experience

Website Operations

• Collaborate with developers to ship clean, stable releases
• Ensure product pages, landing pages, and key site sections stay accurate and optimized
• Own the backlog, roadmap, and prioritization of ecommerce improvements

You're the glue. The operator. The person who keeps the entire online experience moving forward without a stall.

Who You Are

1. You're an Operator First

You understand ecommerce deeply and you know how to make it better, faster, and more profitable. You get things done and you don't need to be pushed.

2. You Think in Systems, Not Tickets

You don't fix problems one at a time; you fix the system so the problem doesn't come back.

3. You're Hands-On and Not Afraid to Get Dirty

You run A/B tests, check analytics, review pages, find friction, and work directly with dev/design to ship improvements weekly.

4. You Elevate Teams

You don't replace people, you make them better. You support the CS Manager, guide the dev/design team, and create clarity and accountability.

5. You Use Data to Drive Decisions

You don't guess. You measure, test, improve, and track progress every week.

6. You're Here to Scale With Us

This role will grow. The impact will grow. You're ready to take the reins and run with it.

What You Bring

• 4+ years in Ecommerce, CRO, UX, or CX roles
• Experience running A/B tests, CRO initiatives, and data-backed improvements
• Strong understanding of customer journeys, onsite experience, and lifecycle communication
• Ability to lead developers/designers and manage complex roadmaps
• Strong communication and ownership mentality
• Comfortable making decisions quickly and moving projects forward
• **(Bonus) Experience with Magento 2, SEO fundamentals, or firearms industry knowledge

Position Details

Location: Chilliwack, BC (in-office)

Reports to: VP of Sales & Marketing

Compensation: Competitive salary + benefits (based on experience)

Job Types: Full-time, Permanent

Pay: From $85,000.00 per year

Benefits:

• Company events
• Dental care
• Extended health care
• Paid time off
• RRSP match
• Vision care

Ability to commute/relocate:

• Chilliwack, BC: reliably commute or plan to relocate before starting work (required)

Experience:

• E-commerce: 4 years (preferred)
• UX: 4 years (preferred)
• CX: 4 years (preferred)

Work Location: In person