Director, Digital Customer Experience

Overview

The Director, Digital Customer Experience will direct and manage strategies and operations to maximize the ROI across digital channels. Generally, is responsible for collaborating to manage all aspects of the eCommerce business including, business planning, optimization of the website experience to drive conversion, margin dollars and new customers, and the successful release of new website functionality. This role will oversee day to day, direct-to-consumer operations management to ensure executional excellence and seamless integration with creative, merchandising, order fulfillment, customer service, and marketing teams.

Job Responsibilities

Core Accountabilities:

• Oversee the creation of the eCommerce strategy integrating innovative solutions to achieve aggressive online growth plans including omni-channel initiatives.
• Design and maintain a roadmap of website enhancements to drive incremental business results and improved customer experience.
• Manage all aspects of web analytics related to eCommerce and communicate relevant information to team members, executive leadership and cross-functional partners.
• Lead personalization and A/B testing in partnership with Creative and outside vendors to optimize promotions and user experience across all platforms such as, but not limited to, desktop, mobile web, and mobile app platforms.
• Provide strategic direction regarding user experience, content and search to internal and/or external business partners.
• Partner with key cross-functional teams to ensure all relevant organizational goals and implications are factored into current and future eCommerce projects.
• Effectively lead a team in a fast-paced environment including setting structure and priorities in order for the work requests from multiple areas to be managed and executed according to merchandising/marketing calendar.
• Create and foster a collaborative approach to working with merchandising, creative and digital marketing team to achieve timely, efficient and seamless execution of the current and future priorities of the business.
• Understand and anticipate technological advances responding in appropriate ways for the business to successfully navigate opportunities.
• Managing the relationships between business partners and cross functional partners, including communication, prioritization, coordination, and allocation of resources.
• Managing vendor relationships and contracts including evaluating alternative solutions to enhance current and future business objectives.
• Lead, inspire, and manage the eCommerce team promoting productive behaviors to effectively take people and the organization through change.

Qualifications

Ledership Expectations:

• Operate with the highest level of conduct, integrity, and confidentiality; setting the example for leaders and associates.
• Develop and nurture strong cross functional partnerships; driving business results and inspiring a culture of transparency, collaboration, and accountability.
• Serve as an Eddie Bauer advocate in the industry and marketplace.
• Recruit, identify, develop, and retain talent that delivers performance excellence.
• As a manager, serve as a leader of company culture, norms, and conduct.
• Ability to balance a strong management presence with a high level of approachability, encouraging and eliciting associate feedback and interaction.

Education/Experience Required:

• Bachelor’s degree required
• 10-15 years of B2C retail and eCommerce experience required
• Extensive knowledge of eCommerce technology landscape and partner networks
• Demonstrated strong business judgment and decision-making skills with the ability to identify, prioritize, and articulate highest impact initiatives
• eCommerce experience in a highly dynamic environment
• Proven leadership of large eCommerce projects
• Outstanding analytical skills with strong experience interpreting test results and drawing conclusions
• Proven ability to influence technical teams, business partners, leadership, and vendor partners
• Excellent written/verbal communication skills
• Oracle ATG preferred

Requirements & EEO Statement

The salary range for this position is $150,000 to $200,000 annually. Pay is based on several factors, including but not limited to position offered and work experience. In addition to your salary, SPARC Group, and its affiliated brands, offers a benefits package, including 401(k) plan, overtime pay, flexible work schedule and a generous employee discount program (all benefits are based on eligibility). Additional information regarding the benefits for this position can be found in the Benefits Guide that is available from our Human Resources Department.

SPARC Group LLC is an equal opportunity employer. We value a culture of inclusion and diversity within our workforce, and are committed to maintaining a workplace free from prohibited employment conduct, including discrimination or harassment on the basis of race, color, national origin, sex, age, religion, disability, genetic information, sexual orientation, gender identity or expression, marital status, domestic partner status, civil partnership, status as a covered veteran, status in the Uniformed Services of the United States, citizenship and any other characteristic protected by law (“Protected Characteristics”).
Eddie Bauer