Head of Ecommerce

Function:
Digital Marketing, E-commerce
Industry:
Fashion Retail
Monthly Salary:
Negotiable
Ref #:
CT20191229

Job 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

Our client offers fringe benefits and competitive remuneration package to the right candidate.
Please email your resume to hello@consultonictalent.com