ECommerce Director

Roles & Responsibilities

As the ECommerce Director / General Manager at CHARLES & KEITH, you will be a strategic leader responsible for overseeing and driving all aspects of the company's ECommerce operations in all markets. This role requires a blend of strategic vision, operational expertise, and leadership skills to manage a cross-functional team and deliver exceptional online customer experiences. The ideal candidate will have a proven track record in ECommerce management, a deep understanding of digital marketing, and a passion for data-driven decision-making.

Job Responsibilities

Strategic Planning and Execution

• Develop and execute a comprehensive ECommerce strategy that aligns with the company's business objectives and market opportunities.
• Identify and prioritize growth opportunities, including new customer segments, geographic expansion, product innovations, and digital initiatives.
• Set clear goals and KPIs for the ECommerce team and continuously monitor progress against targets.
• Monitor and analyze ECommerce performance metrics such as traffic, conversion rates, revenue, and customer engagement.
• Utilize data analytics to generate actionable insights and implement strategies to optimize website performance, user experience, and sales conversions.
• Develop and manage the ECommerce budget, ensuring efficient allocation of resources and alignment with financial goals.
• Identify and address financial risks and opportunities, making recommendations for budget adjustments as needed.

Digital Strategy and ECommerce Marketing

• Drive action plan identifying our key gaps vs competition and plans to reach business goals for local and regional markets.
• Accelerate ECommerce plans through strategic campaign blueprints such as Always-On, ECommerce exclusive campaigns, global campaigns, and double digital campaigns to improve conversion rates, average order value, customer retention, return-on-advertising spend, email open rate and click-through rate.
• Oversee the development and execution of digital marketing strategies, including SEO, SEM, CRM, email marketing, social media & community, digital content & merchandise, and affiliate programs.
• Oversee the Performance Marketing team to define clear and measurable KPIs (sales, traffic and conversion) that reflect the success of campaigns in relation to business objectives and develop comprehensive strategies for each digital channel, considering target audience, messaging, and campaign objectives.
• Oversee the ECommerce marketing team to create compelling campaigns that drive traffic, enhance brand visibility, and generate leads.
• Oversee A/B testing and experimentation to optimize ad creatives, copy, and targeting for improved performance.
• Monitor digital marketing trends and technologies to keep the company's strategies ahead of industry changes.

ECommerce Operations

• Oversee the ECommerce Merchandise team to ensure sufficient inventory and pitfalls such as an OOS situation to meet customer demands, aligned with Sales Targets and business objectives.
• Oversee the Payment & Fraud team to ensure the implementation of effective fraud prevention strategies and payment processing protocols, aligning with industry best practices and regulatory requirements, while also fostering continuous improvement and innovation in combating fraudulent activities and optimizing payment operations.
• Oversee the Order Fulfillment team to ensure that internal SLAs are met, review and ensure that processes are sound and in place to optimize efficiency, flow and streamline resources to enhance productivity.
• Oversee the ECommerce Logistics team to monitor and track the performance of our Last Mile Delivery providers, ensuring Shipment Tracking Visibility and that On-Time Delivery SLA are met.
• Oversee the Client Communications team to ensure processes and SOPs are sound and in place, in the handling of customer service escalation, as well as to review and ensure that Customer Service SLA are met.

Digital Technology and Customer Experience

• Ensure a seamless, engaging, and personalized customer experience across all digital platforms, including the company website, mobile apps, and social media channels.
• Oversee integrations with third-party tools, payment gateways, and other digital services.
• Oversee Digital Technology strategy that prioritizes delivering value in the short, medium, and long term, to ensure that users' needs and business goals and objectives are embedded in the services provided.
• Oversee the needs of customers, and challenges faced during the end-to-end customer journey, to develop and implement initiatives and solutions to address these challenges.

Team Leadership and People Development

• Lead a diverse ECommerce team and foster a collaborative and innovative team culture, encouraging professional development and continuous learning.
• Set performance expectations, conduct regular performance reviews, and provide feedback to ensure high levels of team performance and engagement.

Job Requirements:

• Bachelor's degree in Marketing, Business, or a related field. Master's degree is a plus.
• Minimum 10-15 years of professional experience in ECommerce management role with a focus on strategy development to drive sales revenue.
• Demonstrated success in driving ECommerce sales growth, managing digital marketing initiatives, and optimizing ECommerce performance.
• Proficient in ECommerce platforms (e.g., Shopify, Magento, Salesforce Commerce Cloud) and digital marketing tools (e.g., Google Analytics, Google Ads, email marketing platforms, Braze).
• Strong analytical and problem-solving skills, with the ability to interpret complex data and make data-driven decisions.
• Excellent leadership, team management, and interpersonal skills, with a proven ability to motivate and develop a high-performing team.
• Exceptional communication skills, both written and verbal, with the ability to present and articulate strategies and results to Management.
• Knowledge of current ECommerce and digital marketing trends, technologies, and best practices.

Tell employers what skills you have

CRM
Customer Retention
Strategy Development
Inventory
User Experience
Channel
People Development
Team Leadership
Digital Strategy
Articulate
Ab Testing
Google Analytics
SEO
Magento

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