Head of Ecommerce
Function:
Digital Marketing, E-commerceIndustry:
Fashion RetailMonthly Salary:
NegotiableRef #:
CT20191229Job Responsibilities
- E-Commerce Strategy
-
- Define an operating model for e-business and then execute along these guidelines.
- Expand estore’s presence in online marketplaces by maintaining and growing relationships with external partners.
- Maintain relationships with agency partners to develop new digital capabilities and experiences.
- Work cross-functionally with leaders in both Merchandising and Marketing to ensure all digital touchpoints are on-brand and on-message.
- Constantly identify new opportunities to improve the online customer experience.
- Digital Commerce Strategy and Business Management
- Prepare a long-term strategy and operating plan for digital commerce, including standards, procedures, and guidelines, based on business goals and input from stakeholders.
- Communicate compelling vision for eCommerce roadmap to drive alignment on priorities and capacity to support business needs across multiple functions
- Identify and prioritize eCommerce initiatives that will improve the customer experience, maximize site sales & conversion, and increase customer satisfaction.
- Create a competitively superior customer experience, developing long-term sustaining relationships, personalized offers and extensive product features, benefits, and overall product and services information.
- Leverage data & information from analytics, usability, sales and the overall industry to understand customer journey and ensure that the digital experience continues to exceed customer expectations.
- Drive personalization and site optimization initiatives in partnership with Technology, Marketing and Business Analytics Teams.
- Assist in the planning of IT capacity in order to improve site performance and user experience (including projects, enhancements and continuous improvement)
- Develop business cases and functional requirements for all projects with key internal stakeholders
- Facilitate definition of project scope & deliverables, and represent eCommerce business needs on project teams as necessary
- Communicate eCommerce business results to cross-functional partners and Senior Management, with a clear point of view on reasons for performance and potential opportunities and risks
- Attend/participate in conferences/seminars to expand industry knowledge & expertise
Online Merchandising & Site Content
- Drive site content strategy and execution in partnership with Merchandising & Marketing teams, and communicate content strategy to all cross functional partners.
- Develop and execute an online customer acquisition, retention and re-activation strategy designed to maximize site traffic, sales demand and customer base that is consistent with overall corporate brand strategy.
- Bring Merchandising strategy to life digitally, partnering with Merchandising Leadership on site merchandising & content strategies.
- Optimize site conversion through execution of merchandising & content strategy on the website, driving continuity of user experience with all marketing and promotional strategies
- Working with Marketing, optimize paid/natural search traffic and order conversion, while meeting cost per acquisition targets.
- Develop, manage and lead a team of Merchandise Managers and Site Managers of varying experience.
- Partner with stores organization to ensure consistent omni-channel experience.
- Identify process improvements and new tools that will increase efficiency and productivity.
- Utilize analytics and sales data to drive site merchandising & content improvements, communicating strategy changes and tactical changes to merchandising leadership and cross-functional partners.
- Drive improvements in the personalization of the smartandfinal.com browsing/shopping experience.
Operations
- Serve as hub of communication for all cross-functional partners related to eCommerce, including but not limited to: Fulfillment/Logistics, Photo Studio/Product Services, Contact Center, Marketing, IT, Merchandising, Store Operations, Finance
- Lead and influence process improvement opportunities and engage with cross-functional partners (merchandising, marketing, IT etc.) to successfully implement new operational solutions
- Demonstrate an in-depth understanding of daily site/business operations to ensure new initiatives are implemented in an effective manner and are achieving desired results
- Leverage eCommerce operational metrics to communicate results vs. expectations to partners and Senior Management, with plans to course-correct in areas that miss expectations/service levels
Job Requirements
-
- Bachelor’s Degree holder or equivalent in eCommerce, marketing or related discipline
- A minimum of three to eight years experience in an eCommerce leadership role running a successful eCommerce site, preferably for a multi-channel retailer
- eCommerce/Digital Commerce leadership experience in an omni-channel business
- Experience developing and maintaining relationships with external vendors and agencies
- Track record of successfully implementing processes and procedures to accelerate a high growth business
- Experience managing complex business issues and understanding the drivers of business performance
- Experience selling both 3rd party and private label products across multiple channels (Tmall, VIP, Zalora, etc)
- Proven track record of success in increasing revenue and profit within the e-business environment through strategic on-line marketing activities directed toward establishing, developing, and maintaining successful customer relationships in multiple industries.
- Experience using web analytics and CRM to develop customer targeted segmentation strategies, loyalty programs and to create forecasts, tests and key metrics in order to measure actual results
- Experience in presenting results in executive format
- Experience in direct response and customer contact strategy management, with the ability to manage multiple projects, and develop relevant offers to current and future customers
- Strong experience in building relationships with best customers, resulting in higher loyalty, retention, referral, spending rates, and profits
- Strong comprehension of Internet technology and capabilities with the ability to communicate and plan effectively with the information technology team
- Hands-on, self-starter, energetic with a positive attitude and strong work ethic
- Strategic, entrepreneurial, creative, and analytical with excellent verbal and written communication skills
- Solid skills in Excel
- Well organized and detail oriented
- Able to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community
- Knowledge of eCommerce and UX best practices
- Excellent leadership and communication skills
- Strong organizational, project management and analytical skills