Job description

ECommerce, eContent & Web Operations Director

We are seeking an experienced Ecommerce, eContent and Web Operations Director to lead our ecommerce operations team. The successful candidate will be responsible for leading the technology and operations of our B2B and B2C ecommerce businesses. Working closely with our Marketing and Executive teams, you’ll develop and implement strategies to improve our online sales and customer experience. You’ll bring deep technical knowledge and passion for delivering a great customer experience on web and mobile properties. This is the opportunity to rebuild both the B2B and B2C sides of our web business to deliver renewed competitive advantage.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Oversee the day-to-day operations of our ecommerce businesses, including taxonomy and content management, on-site and external search performance, customer experience, order fulfillment and customer service.
• Develop and implement technology strategies to modernize our ecommerce platforms to improve customer experience, design/branding, and sales performance.
• Manage a team of ecommerce and customer service professionals, providing direction and support to ensure we meet customer experience, content management and customer service expectations. Manage multiple partners providing eCommerce platform, content, and consulting services.
• Work closely with other departments, including Marketing, Sales, and Executive team to ensure alignment of ecommerce initiatives with broader company goals. Support our Branch Managers as they improve digital adoption internally and with key customers.
• Manage and expand use of analytics tools (Google, HotJar etc) to understand site activity, performance, relevance, and customer experience. Apply understanding with Marketing on promotions and merchandizing efforts as well as identifying areas of technology improvement.
• Work with Marketing to ensure our Search Engine Optimization (SEO) efforts are effective and aligned with Social, print, and in-branch promotions and sales goals.
• Work with Legal and Technology teams to ensure privacy, security, and compliance across our platforms.
• Develop and maintain monthly scorecards for Executives demonstrating activity and results from all web sites that demonstrate continued improvement in supporting our customers, branch staff and sales revenue.

MINIMUM QUALIFICATIONS

• Deep knowledge of, and passion for, Web technology with hands-on experience/relevance in modern platforms like Shopify, Magento, BigCommerce. Experience with Analytics, SEO, Compliance and Privacy tools and techniques supporting modern platforms.
• Operational experience running successful web sites from content and design to customer experience and analytics.
• Excellent communication and collaboration skills to become the go-to partner for Sales, Marketing, and Executive teams.
• Ability to architect and deliver ecommerce solutions that integrate with ERP platforms.
• Bachelor’s degree in business, marketing, ecommerce, computer science, or related practical experience.
• Ability to develop and maintain reports/analytics with Excel and/or BI tools related to all aspects of site performance.
• Excellent attention to detail, ability to plan and execute in a dynamic environment.
• Experience managing outsourced partners effectively.

Job Type: Full-time

Pay: $135,000.00 - $175,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Van Nuys, CA 91411: Reliably commute or planning to relocate before starting work (Required)

Willingness to travel:

• 25% (Preferred)

Work Location: In person

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