Torrid

Associate

• Execute seasonal site merchandising strategies across desktop, mobile, and app to support the commercial calendar.
• Manage homepage updates, category experiences, promotional launches, and campaign execution.
• Own backend merchandising within Salesforce Commerce Cloud, including category setup, visual merchandising, product sorting, search optimization, and promotional configuration.
• Own assigned subbrand experiences, ensuring product presentation, storytelling, and customer journeys align with brand strategy and business objectives.
• Partner cross-functionally with Merchandising, Planning, Marketing, Creative, Site Operations, and IT to execute launches, resolve issues, and deliver a seamless customer experience.
• Create and manage Wrike briefs supporting site launches and ongoing site updates.
• Perform end-to-end quality assurance across desktop, mobile, and app, validating navigation, pricing, imagery, promotions, search, product placement, and overall site functionality.
• Identify and troubleshoot site issues, partnering with Site Operations and IT to quickly resolve defects and improve the customer experience.
• Build and maintain manual and rule-based product sorting strategies to optimize assortment presentation.
• Analyze inventory, customer behavior, trends, and business priorities to continuously improve product discovery, engagement, and conversion.
• Identify opportunities to enhance onsite merchandising and reduce friction throughout the shopping journey.
• Analyze ecommerce performance using customer engagement, navigation, conversion, product performance, and merchandising KPIs.
• Develop recurring reports and competitive analyses to identify trends, measure merchandising effectiveness, and recommend data-driven optimization opportunities.
• Present insights and recommendations to stakeholders that support continuous improvement of the digital shopping experience.

Associate Site Merchandiser

Customer Support

• Monitors phone queue to ensure proper coverage is maintained at all times.
• Utilizes exemplary writing skills to respond to customer emails, live chats, and social media inquiries.
• Uses product knowledge to suggest items to customers and properly inform them on product choice.
• Responds to all customer voice-mail messages and e-mails within a 24-hour period.
• Provides feedback to management regarding current customer service processes and procedures.
• Utilizes follow through skills to resolve outstanding customer questions and/or issues.
• Understands department procedures to properly inform customers of order status, product availability, and manage customer expectation.
• Completes daily administrative projects on time and correctly.
• Maintains all quality, productivity, reliability and sales performance standards.

Associate Site Merchandiser

Customer Service Representative