Manager, E-Commerce

E-Commerce Manager Job Description

100% Remote

WHO WE ARE

Playa Bowls is New Jerseys Original Acai Shop, founded in 2014, and our mission is to serve the highest quality, innovative products to support healthier lifestyles and inspire a world of fun, excitement, and togetherness. At Playa Bowls, we live our brand in our actions and in the relationships that we make in our communities. Our focus is to provide a bowl full of deliciousness to every guest, delivered with authenticity and passion for the Playa way. What began as a pair of blenders, a patio table, and a fridge has flourished into a 200-unit operator and franchisor of the leading fast casual restaurant concept. Our continued rapid growth has created the opportunity for an individual who will help us with continuing to grow our brand

WHAT WE OFFER

Playa Bowls offers Competitive Base Compensation, Remote Work Environment, Incentive Bonus Plan participation, Medical, Dental, Vision, Domestic Partner Benefits, Spouse & Children Benefits, 401K Plan, Health Savings Account, Employer Paid Life Insurance and ST Disability, Paid Time Off, Paid Holidays, and more

WHO YOU ARE

The E-Commerce Manager (ECM) is a key member of the Marketing team, reporting directly to the Director of Marketing and Integrated Communications. This role will be responsible for the e-commerce marketing strategy for all channel initiatives and updates including CR, website, online ordering, and mobile/loyalty. This role will also be responsible for loyalty and owned channels catering and off-premises (1P/3P) and work cross-functionality to increase member feedback, relationship management and franchisee support. We are looking for a passionate individual who thrives in a fast-paced environment, works effectively with colleagues, and is excited to help us build our brand

WHAT YOU’LL DO

E-Commerce Marketing Strategy:

• Own the strategy for e-commerce channel initiatives, and updates including CRM, website, online ordering, and mobile app/loyalty.
• Lead data analysis of off-premises channels and loyalty by partnering with Finance and cross-functional teams.
• Responsible for campaign strategy & planning for all first party digital channels, catering, loyalty, and 3PD for all national campaigns. Includes ad hoc plans and changes as needed, due to business challenges or unplanned events.
• Drive restaurant sales through customer retention, frequency, engagement, and customer lifetime value through successful CRM strategies and tactics.
• Work with the marketing team, CMO and Agency to develop goals related to loyalty and brand channels.
• Budget management for ad fund dollars relating to catering, off-premises, loyalty partnerships, digital (app/web), and 3PD promotions, plans, and activations.

Loyalty & Owned Channels:

• Loyalty Acquisition Goals and Strategy: Deliver annual loyalty program member acquisition goals and develop strategic plans to achieve targets. Lead cross-functional team, inclusive of operations, brand marketing, customer engagement, partnerships, and field.
• Serve as brand lead for all strategic loyalty partnerships: work with team to develop calendar, offers, implementation guides, and system communications.
• Lead App & Website Channels: Work with team to execute calendar, proof communications, and ensure all content ladders up to national campaign strategy & brand objectives. Drive enhancements to app & web to ensure business continuity & growth.
• Brand Owner for digital customer experience: Monitor deployment and KPIs, provide feedback to fuel further growth.
• Best-in-class digital brand content: work cross functionally to maximize consumer engagement and returns.
• Brand lead for app & website channels: Work collaboratively to develop calendar, proof communications, and ensure all content ladders up to national campaign strategy & brand objectives. Drive enhancements to app & web to ensure business continuity & growth.
• Brand Owner for digital customer experience: Monitor deployment and KPIs, provide feedback to fuel further growth.
• Drive best-in-class digital brand content: Work cross functionally to maximize consumer engagement and returns.

Catering & Off-Premises (1PD/3PD):

• Develop the strategy and execution for off-premises channels: bringing the brand promise to life off-premises, growing delivery, increasing online ordering, and growing catering business.
• Revenue management of all off-premises channels, driving profitable growth for franchisees in partnership with Brand, Operations, and Finance.
• Lead management vendor relationships with all 3rd Party, 1st party, and catering vendors. Serve as support to Director of Integrated Marketing Communications in managing CRM/loyalty vendor. Work alongside operations in onboarding all off-premises processes.
• Oversees key projects and initiatives including testing and piloting programs, implementation, QA, performance tracking and reporting to ensure successful execution of off-premises strategy.
• Oversee the development of a catering-dedicated strategy & marketing plan, including annual calendar, B2B/B2C marketing programs and partnerships, national catering marketing initiatives, and catering menu innovation. Serve as subject matter expert on local catering initiatives and publishing best practices to the system.
• Establish and deliver best-in-class catering innovation pipelines to promote ongoing catering research, product testing, and in-market launches. Establish pipelines in partnership with marketing, culinary and operations teams.

Relationship / Franchise Management:

• Develop and build relationships with franchisees; present our brand channels strategy to Franchise Advisory Council and manage franchisee requests.
• Build effective working relationships with field liaisons to translate franchisees' needs into action.
• Establish and maintain trust, credibility, and empathy with internal & external partners.
• Provide timely feedback, and maximize efficiency, quality, and responsiveness in a manner that best supports the organization's initiatives.
• Work with franchisees as needed to manage local requests and support new store openings as needed for off-premises channels.
• Manage processes for emerging topics, e.g., fraud control, guest feedback, troubleshooting.
• Perform other duties as assigned.

EXPERIENCE, EDUCATION AND BEHAVIORS

• Bachelor’s degree in marketing, Mass Communication, Public Relations Business, or a related field
• 3+ years of experience in a relevant level role in the QSR industry or fast casual brand opening 75+ locations annually.
• Proficient in Google Suite, Microsoft Office 365, Canva, Social Media Platforms
• Excellent communication, collaboration, and relationship-building skills
• Experience with third party delivery vendors and ezCater
• Strong attention to detail and the ability to multitask and prioritize under deadlines.
• In-depth knowledge of ecommerce platforms, technologies, and best practices
• Superior communication skills with an emphasis on building partnerships, outstanding leadership and mentoring approach and ability to remain flexible in an ever-changing business landscape.
• Demonstrated ability to be highly organized with the ability to handle multiple projects at once.
• Willingness to travel 10-15% of the time for off-site events.

"Playa Bowls is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.