eCommerce Director of Operations

New York, NY 10022

Posted: 04/01/2019 Job Category: Digital Marketing Job Number: 108642

Job Title: eCommerce Director of Operations

Company: Luxury Retailer

Location: NYC

The eCommerce Director of Operations ensures that the customer journey – from the product selection through to purchase, delivery and post purchase servicing – is designed and executed to achieve eCommerce excellence goals and exceed the expectations of our luxury clients.

Responsibilities:
  • Supporting strategic initiatives of Omni-channel client journeys – whether to reserve item in store or to fulfill an online order placed in store
  • Strong working partnerships with CRM, Client Services, Warehouse/Logistics and Retail Operations
  • Setting eCommerce excellence targets
  • Track performance, identify improvement areas, and communicate with service providers;
  • Reduce charge-backs through effective fraud management and post purchase servicing
  • Map out and understand in detail the end-to-end client journey and the associated metrics and KPIs for each stage- identifying any client friction points and finding ways to solve them
  • Support the improvement of   warehouse operations related to eCommerce, launching new functionality and site enhancements that touch operations, and help to define and prioritize the North American project roadmap
  • Monitor business KPIs to identify potential initiatives that can improve key KPIs like Net Sales, Conversion and Net-Down Ratio

Key Requirements
  • 7+ years’ experience in management consulting, strategic marketing and/or e-commerce business / marketing
  • Be a data-driven strategic thinker
  • Ability to articulate the eCommerce vision and set the strategy and foundation for it
  • Identify gaps
  • Strong eCommerce operational experience with the ability to re-imagine new ways to improve upon the client promise

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