Olivia Norton

Agile e-commerce operations & account manager with 5+ years of experience managing complex digital platforms and high-touch customer relationships. Expert in scaling multi-channel growth through data-driven merchandising, SEO-optimized content strategy, and technical troubleshooting. Proven track record in transitioning from luxury retail (Tiffany & Co., Tory Burch) to high-volume e-commerce operations, bringing a white-glove standard to technical platform management.

E-Commerce & Platform Operations Manager at Threadmade Home (formerly Elrene Home Fashions) (2021-08 – Present)

• Manage the daily performance and digital shelf for a portfolio of 15+ marketplace accounts (including Amazon, Walmart, Target, and Wayfair, etc) and the Shopify DTC flagship site.
• Proactively identified and resolved critical API and custom-integrator sync errors for major retail partners, preventing overstock/overselling issues and maintaining 100% account health.
• Leverage Helium 10 and Google Analytics to drive SEO/A+ content optimization and seasonal promotional calendars, contributing to significant YOY revenue growth.
• Lead the onboarding and training of new team members, establishing operational playbooks and standardizing account management processes for the organization.
• Integrated AI tools (Claude/ChatGPT) into daily workflows to automate SEO research and influencer outreach, reducing production timelines.

Customer Relations at Tiffany & Co. (2020-10 – 2021-08)

Provided high-stakes, luxury-level support for a global clientele, managing complex orders and service requests through internal CRM systems.

• Resolved high-priority customer concerns in a fast-paced environment, maintaining the brand's "white-glove" standard for communication and service quality.

Sales Associate & Visual Merchandising Support at Tory Burch (2020-06 – 2021-01)

• Cultivated long-term client relationships through personalized styling and product education, driving brand loyalty and sales growth.
• Supported visual merchandising and operational tasks for a global luxury brand, ensuring a cohesive customer experience across digital and physical touchpoints.

Marketing & Communications Intern at Ithaca New Music Collective (2019-09 – 2020-01)

Authored editorial content and research-based blog posts; managed multimedia assets and social media calendars to drive brand engagement.

B.A. in Music Performance & English – Ithaca College