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 excited to invite applications for the role of Director of E-Commerce and Customer Experience. In this influential position, you will spearhead the digital strategy across key markets. You will oversee website operations, merchandise offerings, and customer service teams, ensuring a cohesive omnichannel experience for our clientele. This role requires you to lead the planning and execution of innovative digital and omnichannel initiatives, driving enhancements in user experience (UX) while aligning service excellence and merchandising strategies with the brand's vision to fulfill commercial and strategic objectives.

As the Director, you will build and lead a dynamic digital and customer service team, providing mentorship and support while championing the company’s core values of creativity, diversity, innovation, and excellence in client journeys. You will collaborate extensively across functions within our global organization, making experience in a matrixed environment a significant advantage.

The ideal applicant will boast a robust background in digital strategy, e-commerce, and customer service, with a proven record of achieving commercial Key Performance Indicators (KPIs) and strategic goals for digital channels. A deep appreciation for UX, service excellence, and site merchandising is crucial, coupled with a leadership style that reflects our commitment to sustainability and inclusion. This role presents a unique opportunity to make a substantial impact on our business and team, particularly in enhancing the share of the brand's digital presence within the North American market.

Travel Percent

Less than 10%

Functions

• Ecommerce
• Operations