Director of Ecommerce Operations and Merchandising

As your Director or Ecommerce Operations & Merchandising, I will manage your ecommerce commerce business including operations, merchandising, site development, email marketing, and customer service. I will also take on on ad hoc projects as needed, aligning with and executing the global and domestic direct-to-consumer (DTC) vision.

What I will be doing…

  • Managing Ecommerce operations, merchandising, email marketing, and customer service.
  • Responsible for meeting US ecommerce financial, sales and gross margin monthly/annual goals.
  • Accountable for establishing and executing strategic direction of current and future business growth.
  • Responsible for reporting on US site KPIs, customer experience metrics-optimizing site operations, identifying opportunities, and suggesting strategies to achieve sales growth.
  • Lead strategic planing and executing product collections on site pages, content updates and featured shops based on inventory needs and marketing priorities with DTC and Digital IQ team members.
  • Leading ecommerce strategy, execution and operations with focus on digital merchandising, personalization, conversion optimization and purchase frequency.
  • Responsible for executing product/collection strategy and planning, content planning, promotions, digital merchandising and shopping experience.
  • Plan digital content and product launch calendar.
  • Collaborates with Content Producer to determine shot lists for photoshoots depending on assets/emails needed, based on selling, inventory, trends, etc.
  • Manage milestones and deadlines for multiple simultaneous projects, while keeping key stakeholders up to date with progress and decisions.
  • Responsible for optimizations to navigation, collections, search, and homepage.
  • Oversee and execute strategic site AB tests to improve KPIs, revenue, and overall customer experience
  • Lead retention, promotions, and CRM strategies to drive engagement, increase customer return purchase rate and repeat purchases
  • Monitor competitive landscape and site benchmarks
  • Generate and develop new onsite business opportunities
  • Ensure best in class user experience and high customer satisfaction
  • Monitor and analyze performance of site traffic, customers behavior with a focus to increases orders, UPT and overall sales
  • Stay up-to-date with the capabilities of technology partners and other innovative third party extensions and solutions in the marketplace (as needed)
  • Serve as the point person and liaison for Engineering/Development team on all functional issues related to site (as needed)
  • Set experience building production technical best practices and SEO optimization standards coordination
  • Building best in class ecommerce customer service team and customer service reporting for continued improvements.

What I will bring…

  • People Developer – Includes staff in overall planning, decision-making, facilitating and process improvement; takes responsibility for subordinates’ activities; makes self available to staff; provides regular performance feedback; develops subordinates’ skills and encourages growth; solicits and applies customer feedback (internal and external); fosters quality focus in others; improves processes, products and services.; continually works to improve supervisory skills.
  • Conflict Resolution – Encourages open communications; confronts difficult situations; maintains objectivity; keeps emotions under control; uses negotiation skills to resolve conflicts.
  • Strategic Thinking/Future Focus – Develops strategies to achieve organizational goals; understands organization’s strengths & weaknesses; analyzes market and competition; identifies external threats and opportunities; adapts strategy to changing conditions.
  • Results Oriented – Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence; recognizes and acts on opportunities; takes calculated risks to accomplish goals.
  • Analytical – Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs work flows and procedures.
  • Use of Technology – Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.
  • Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
  • Communications – Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.
  • Quality Management – Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.
  • Dependability – Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
  • 10+ years of ecommerce operations, site merchandising, planning/buying, email marketing, & customer service.
  • Bachelors Degree where I studied business and computer science (and I have the equivalent work experience)
  • Ecommerce management experience
  • Solid understanding of Ecommerce business with mix of merchandising, creative, technical, analytical, and sales knowledge
  • Validated strong strategic problem solver who can set goals and run multiple, diverse projects
  • Understanding of retail math concepts, including an understanding of inventory allocation
  • Strong organizational skills, extreme attention to detail solid follow up
  • Executive presence with an ability to influence at the highest levels.
  • Positive, hardworking, “can do” attitude
  • Keen eye for design and trend

Interested in hiring a Director of Ecommerce Operations and Merchandising? Connect with me on Linkedin or email me to schedule a call.