Director of E-Commerce and Customer Experience

Director of E-Commerce and Customer Experience

About the Company

Globally acclaimed luxury brand

Industry

Luxury Goods & Jewelry

Type

Privately Held

About the Role

The Company is looking for a passionate Director of E-Commerce and Customer Experience to spearhead its digital strategy across North America. In this critical role, you will oversee website operations, merchandising, and customer service teams to create an outstanding omnichannel experience. You will lead the planning and execution of innovative digital and omnichannel projects, enhance UX, and align service excellence and site merchandising with the brand's vision to achieve commercial and strategic objectives.

Your leadership will drive a dynamic digital and customer service team, providing mentorship and cultivating an environment that embodies the company's values of creativity, diversity, innovation, and excellence in client journeys. Candidates should have a strong background in digital strategy, e-commerce, and customer service, with proven experience in a matrixed organization.

The ideal candidate will demonstrate a successful track record in meeting commercial KPI targets and advancing strategic goals for digital channels, with a deep understanding of UX, service excellence, and effective site merchandising. A leadership style that reflects the company's commitment to sustainability and inclusion is essential. This position offers a unique opportunity to manage a vital business and team, focusing on enhancing the brand's share in the North American digital market.

Travel Percent

Less than 10%

Functions

• Ecommerce
• Operations