Tag: Operations

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.

As your Director, Business Operations – eComm Strategy & Governance, I will play an integral part in helping support and facilitate ways of working across the broader eCommerce organization. I will leverage my exceptional project management, analytical, conceptual, and problem-solving skills to enhance your company’s plans and your account teams.

My Skills

• a strong analytical background
• strong experience working cross-functionally
• able to detect problems and find solutions accordingly
• have an eye at anticipating roadblocks
• have strong problem solving and technical skills coupled with confident decision making enabling effective solutions leading to high customer satisfaction
• have experience coordinating with various teams to analyze project results and performance.
• have experience leading multiple projects and supporting various business initiatives
• are exceptional in planning and managing complex projects, combining processes, organizational change and technology workstreams.
• have highly polished written and oral communication skills, able to develop executive-level presentations.
• are comfortable working in a fast-paced, ambiguous environment

I enjoy and am good at:

• Helping support alignment and accountability across eCommerce organizations
• Driving informed decision-making and ensure resolution of critical issues by partnering with business teams to identify goals, success criteria, assumptions, risks, and known issues within the business
• Creating communication strategy and content
• Educating leadership team through enhanced data analysis and reporting
• Executing Project/Program Processes: Help support the implementation of project/program plans and timelines with strategic objectives, ensuring alignment of initiatives across business areas.
• Supporting in the development of analytical frameworks/KPIs to measure business performance
• Partnering with cross functional teams to identify and assess performance gaps
• Anticipating outcomes of strategic initiatives for highly complex business areas
• Drives the resolution of business issues; determining needed solutions that can be leveraged
• Directs change initiatives by identifying and defining desired change and processes to get there derived from feedback across e-comm org
• Provides recommendations to senior management by reviewing consolidated feedback across officer team; assessing risks and collaborating with cross-functional partners to develop recommendations to enhance the business

My Qualifications

Bachelor’s degree in business management, information technology, computer science, or related area and 5 years’ experience in eCommerce merchandising, site operations, business management, or related area. 7+ years experience in eCommerce merchandising, site operations, business management, or related area +2 years of supervisory experience.

Qualifications

ECommerce Merchandising, Site Operations, Business Management, or related area, Master’s degree in Merchandising , Site Operations, Business Management, or related area.

Interested in hiring a Director, Business Operations – eCommerce Strategy & Governance? Connect with me on Linkedin or email me to schedule a call.

I am a Director of eCommerce Operations with a strong emphasis in eCommerce, Logistics, and Warehouse Management. I have 3+ years of full time experience managing eCommerce platforms (ShipStation, familiar with Slack, Amazon, Amazon FBA, WHM Software and Inventory Procedures) as well as managing a team for production.

• 15+ YEAR ESTABLISHED AND GROWING E-COMMERCE BUSINESSES
• SPECIALIZING IN Shopify and Adobe Commerce

Warehouse and Inventory Management

• Implement Inventory Management System and on-going accuracy and tracking of product across warehouse and sales channels (predominately Amazon and B2B).
• Monitoring and able to Quality Control product and ensure accuracy of QC process. (Scaling System 1-5)
• Coordinate manufacturing runs and shipments with our factory in China
• Coordinate vendor relationships inbound/outbound shipments and accuracy
• Managing adherence to KPI’s and SOP’s to ensure inventory is secure and 99%+ accurate
• Handling Warehouse Management Issues (setting up printers, buying tech as needed)

Team Management

• Manage virtual employees for sourcing divisions and customer service/admin duties
• Oversee management of warehouse staff and virtual staff (currently 5 employees)
• Hire seasonal team members as necessary for busy times and projects
• Ensure Payroll and proper time management is accounted for and submitted
• Measure and monitor efficiency of production in the warehouse

Leadership

• Manage on-site and virtual teams
• Able to take on responsibilities and support in growth
• Ability to Synthesis information and create Efficient workflows, SOPs, and KPI’s to monitor.

Product

• Familiar with ShipStation, UPS, USPS to properly package and ship high value items
• Familiar with uLine and shipping supplies to find solutions for products
• Manage our Inbound Product Vendors and Relationship and timely receiving of their product and communication with them
• Manage our B2B Customers (with Admin support) to ensure their expectations are being met
• Research to find necessary vendors and negotiate pricing
• Expert level navigation of Amazon platform to add/edit/manage products and inventory.

EXPERIENCE

• 2+ years of experience in Inventory Management of a manufacturing facility
• Specifically understanding the process of refurbishing items and grading/sorting them by condition
• Experience in building and managing enthusiastic and effective teams
• Experience with Amazon FBA and Walmart FBW
• Knowledge of ShipStation, Amazon, Quickbooks, Inventory Management Software (TBD), and Helium10
• Management of virtual teams and training
• Experience creating metrics for success and evaluation mechanisms
• Experience with high level customer service
• Software currently used: Google Suite, ShipStation, Amazon, 3dCart, Wave, Quickbooks, BQool, and Helium10.

I have experience running operations for a Small to Medium to Enterprise-sized Ecommerce businesses. Interested in hiring a Director of Operations/General Manager – eCommerce + Warehouse? Connect with me on Linkedin or email me to schedule a call.

If you need someone for your e-commerce business to be accountable for the successful outcomes across your portfolio, including leading and
managing the project managers and scrum managers, collaboratively implementing with the e-Commerce Operations Director – and you need someone with the discipline to lead and improve standard processes and tools to drive operational efficiencies, act as the escalation point for delivery risks/challenges, and ensure operational and financial commitments are met – look no further than Erich Stauffer, e-commerce expert.

Key Skills and Responsibilities:

• Oversee the delivery of complex commerce development projects and programs
• Own project hand-off between Sales and Delivery and ensure the identified Project
• Manage and understand scope, schedule, resource plan, and assumptions as defined in the SOW – and the client outcomes desired
• Ensure projects are delivered within client and financial success metrics including internal financial health metrics
• Be the first point of contact (POC) for escalations from the Project Manager (PM) or Director of e-Commerce Operations and be responsible for issue triage, escalation path, and mitigation plan
• Conduct risk analysis on a consistent basis and proactively identify delivery issues and anticipate requirements and potential consequences
• Oversee at a program level all resource allocation, project costing, deliverable tracking, and reporting
• Lead, mentor and coach delivery PMs, ensuring they’re set up from success on Day 1
• Support sales pursuits and help contribute with the solution planning, scoping and team shaping that will help drive business value for your customer

If you are seeking to hire a Director of E-Commerce Operations for your business, I will oversee the online operations for your company, manage the operations of your company’s online store (website) including daily operations, monitoring web performance, defect management, product management (enhance design and implementation), testing, and release management.

What I’ll Do

• Work collaboratively with your business to design and implement a product roadmap for your e-commerce website
• Create and implement a digital roadmap for your company in line with your business objectives and your company’s financial plans
• Be responsible for managing the overall performance of the company’s digital solutions through direction of the solution partners including system performance (uptime, response times, availability), backup/recovery, networking, and security
• Be responsible for Product Management and the prioritization of changes to existing platforms and development of new solutions based on business needs
• Be responsible for managing the budget, contracts, and relationships with outside solution partners and internal web development
• Be responsible for the design, development, and implementation of bug fixes and enhancements to the platform through our solution partners
• Manage your e-commerce website testing processes in collaboration with your solution partners for performance testing, functional testing and user acceptance testing
• Technical Customer Support efforts

What I’ll Bring

• 10+ years experience in working with software developers
• 2+ years in a leadership position responsible for managing an e-commerce platform operation
• Strong Project Management and Communication skills
• Working knowledge of software development best practices and web operations
• Strong collaboration and communication skills
• Experience with Shopify, Adobe Commerce, and /or similar web platforms

Interested in hiring an ecommmerce operations director?

The Director of eCommerce Operations is a key strategic and functional leader with oversight for eCommerce fulfillment and service practices, field execution, operational excellence, 3PL partnerships, logistics, and operational innovation.

In this role, I and your team will help deliver on the promise set across your company’s digital experiences, aiming to drive a level of service that exceeds the expectations of your customers.

I will lead a team that establishes, supports, and drives innovation and best practices across in-store fulfillment, carryout, and delivery services, with significant influence over the personnel, facilities, equipment, technology, training, support, partnerships, and related business processes to ensure successful execution.

I will also play a major role in crafting the vision, strategy, and pilot/implementation plans for innovation projects that grow your footprint geographically; disrupt and/or accelerate our labor and fulfillment models; and introduce new ways to reach your customers (ex. remote and alternative pickup experiences, lockers, etc.).

As your Director of eCommerce Operations, I will partner closely with Store Operations, Facilities & Engineering, Asset Protection, Marketing, FP&A, IS, and various subsidiaries within your company to ensure a safe, lean, efficient, and well-engineered program. I will be directly responsible for a team of specialists who support and drive your teams toward operational excellence.

I have proven experience with eCommerce fulfillment operations and experience in the areas of retail operations, order fulfillment, and logistics. I also have knowledge of small-scale warehouse fulfillment and logistics.

I am a cross-functional leader who works effectively in a collaborative setting and is comfortable in situations where “the new normal” is continually being re-invented. I want to be part of a fast-growing and entrepreneurial team that continues to re-define ecommerce.

Erich Stauffer’s Responsibilities:

• Directly manage a team of field-based specialists and managers who are responsible for training, education, motivation, support, and enablement for our BOPIS eCommerce operations
• Develop, manage, and grow key programs to drive KPIs for operational accuracy, efficiency, speed, and safety
• Business owner of all operational aspects of our grocery pickup and delivery experience
• Works closely with Facilities and Engineering teams to architect and improve store staging and pickup environments
• Directly responsible for building and developing the business unit, programs, and practices around new and emerging fulfillment methods and facilities
• Acts as the daily liaison between the eCommerce team and field/operations leadership to ensure operational excellence and consistency
• Oversees creation of analytics regarding operational performance and develops necessary feedback mechanisms
• Develops fulfillment and sales models in support of custom and/or B2B partnership opportunities
• Works hand-in-hand with our peers within our eCommerce team ensure a seamless, end-to-end experience for our guests—starting with the online experience and continuing through to order fulfillment, delivery, etc.
• Owns, negotiates, and holds accountability for essential third-party service provider partnerships affecting operations (3PL providers, equipment suppliers, consultants, and more), including selection, negotiation, collaboration, and operational execution)
• Responsible for retail fulfillment and operational excellence across 150+ unique store locations and fulfillment centers
• Directly influences and drives programs and processes that support more than 1M+ eCommerce orders and eCommerce revenue
• Provides guidance and direction to all levels within the company, including making specific and actionable recommendations and decisions to the highest levels of leadership

Erich Stauffer’s Qualifications:

• Studied business, supply chain, logistics, and software design
• 10+ years of work experience in retail operations, fulfillment/logistics, warehousing & distribution, marketing, and information technology
• 2 years of leadership experience with direct report responsibility
• Proven experience negotiating and managing relationships with third party providers
• Demonstrated experience working closely with Senior Leadership
• Experience working cross-functionally in a large organization, providing guidance & direction
• Knowledgeable in basic eCommerce business practices and resourcing
• Willingness to “invent” and derive new ways to do business in uncharted territory
• Ability to educate, motivate, and steer resources toward a collective goal
• Ability to guide and motivate field-based personnel
• Strong problem-solving skills and work ethic
• Ability to communicate clearly and professionally