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Senior Manager, E-Commerce

3 months ago

Calabasas, United States AmaWaterways River Cruises Full time

SUMMARY:

The Director/Sr. E-Commerce Manager plays a pivotal role in developing and executing the global e-commerce strategy and digital marketing efforts to achieve sales targets, enhance brand presentation, and optimize the consumer e-commerce experience. This role is critical in boosting brand penetration globally, with a specific focus on the North American market. The Director/Sr. E-Commerce Manager will collaborate with cross-functional partners and external agencies to manage all aspects of the e-commerce business, including content strategy, marketing campaigns, inventory planning, website design, customer service, web analytics, and technologies.


DUTIES AND RESPONSIBILITIES:

  • Develop and implement strategic plans to optimize the e-commerce platform, ensuring seamless integration between marketing and IT functionalities.
  • Align e-commerce strategies with overall business goals to drive revenue growth and enhance customer experience.
  • Oversee the development and maintenance of the e-commerce website, ensuring user-friendly navigation, responsive design, and efficient checkout processes.
  • Ensure the website is optimized for mobile devices, delivering a consistent and high-quality user experience across all platforms.
  • Implement targeted upselling and cross-selling strategies within the consumer booking engine, website, and app to maximize revenue generation through additional product offerings, premium features, and personalized recommendations.
  • Utilize data-driven insights to offer personalized recommendations and premium features that enhance the customer journey and increase average order value.
  • Collaborate with IT and marketing teams to create and execute digital marketing campaigns, leveraging the e-commerce platform for maximum reach and conversion.
  • Ensure marketing initiatives are effectively integrated with the e-commerce platform, driving traffic and enhancing user engagement.
  • Monitor and analyze e-commerce performance metrics, identifying trends and opportunities for improvement in sales, traffic, and customer engagement.
  • Prepare and present regular performance reports to senior management, providing actionable insights and strategic recommendations.
  • Oversee the demand generation program driving leads to our agency partners and internal direct reservations team.
  • Develop and implement strategies to increase lead generation and conversion rates, enhancing the overall effectiveness of the program.
  • Manage the implementation of new features, updates, and integrations on the e-commerce platform, working closely with IT teams to ensure seamless deployment and functionality.
  • Prioritize and manage the e-commerce development roadmap, balancing short-term needs with long-term strategic goals.
  • Lead cross-functional teams to execute projects related to e-commerce initiatives, such as website redesigns, payment integrations, and mobile app development.
  • Ensure projects are delivered on time, within scope, and on budget, maintaining high standards of quality and performance.
  • Stay abreast of industry trends, emerging technologies, and best practices in e-commerce and digital marketing, recommending innovative strategies to drive growth and competitive advantage.
  • Recommend and implement innovative strategies to drive growth, enhance competitive advantage, and improve the overall customer experience.
  • Develop and maintain relationships with internal stakeholders, external vendors, partners, and agencies to support e-commerce operations and initiatives.
  • Ensure compliance with data privacy regulations and security standards, implementing measures to safeguard customer information and maintain trust in the e-commerce platform.
  • Regularly review and update security protocols to address emerging threats and vulnerabilities.
  • Provide leadership, guidance, and mentorship to team members in marketing and IT roles within the e-commerce department, fostering a collaborative and innovative work environment.
  • Foster a collaborative and innovative work environment, encouraging continuous learning and professional development.


SUPERVISORY RESPONSIBILITIES: Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include but not limited to:

  • Lead and manage the e-commerce team, including hiring, training, and evaluating staff performance.
  • Provide clear direction, set performance expectations, and ensure alignment with overall company goals.
  • Foster a positive and collaborative team environment, encouraging professional growth and development.
  • Allocate resources effectively to ensure timely and successful completion of e-commerce projects and initiatives.
  • Oversee project timelines, budgets, and deliverables, ensuring projects are completed within scope and on schedule.
  • Manage workload distribution and prioritize tasks to maximize efficiency and meet business objectives.
  • Work closely with other departments, such as marketing, IT, sales, and customer service, to ensure cohesive e-commerce strategies and operations.
  • Lead cross-functional meetings and initiatives, promoting effective communication and collaboration across the organization.
  • Represent the e-commerce team in senior management meetings, providing updates and insights on team performance and strategic direction.
  • Oversee the e-commerce department budget, ensuring responsible allocation and management of financial resources.
  • Monitor expenses and implement cost-saving measures without compromising quality or performance.
  • Provide regular budget reports to senior management, highlighting key expenditures and financial performance.


QUALIFICATIONS:

  • Bachelor’s degree in Marketing, Business, E-Commerce, or a related field.
  • Minimum of 7 years of experience in e-commerce management, preferably within the travel, hospitality, or luxury goods industries.
  • Proven track record of driving online sales growth and improving customer experience.
  • Strong understanding of digital marketing principles and best practices.
  • Proficiency with web analytics tools (e.g., Google Analytics) and e-commerce platforms
  • Experience with SEO, SEM.
  • Excellent analytical, organizational, and project management skills.
  • Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
  • Passion for travel and a commitment to delivering exceptional customer experiences.
  • Computer skills required: Microsoft Office Suite; Project Management Software, Database Software, Internet Software, Spreadsheet Software, Word Processing Software, Electronic Mail Software, Presentation Software, Phone Software