Director of Ecommerce, Warehouse
2 weeks ago
Description
JOB DETAILS:
Level:
Director
Exemption Status:
Exempt
Primary Work Location:
South San Francisco Warehouse
Position Type:
Full time
On-Site Requirement:
Full time on site
Travel Requirements:
May travel to different sites as needed
JOB SUMMARY
The Director of Ecommerce is a critical leadership role in assisting in the overall growth of the eCommerce business within and outside of the agency. Ensuring the daily operations of the eCommerce business are maintained, this role helps to manage a wide range of responsibilities including all site locations, cross functional coordination, hiring and training new recruits, and building and maintaining internal and external partnerships. Additionally, the Director of eCommerce partners and works collaboratively across the organization and closely with the Retail Operations and Leadership team to grow eCommerce revenue and support positive business outcomes.
Acting in a broad entrepreneurial role, the Director of Ecommerce oversees the responsibilities of analyzing the business, increase marketing initiatives, challenging the status quo and looking for innovative ways to improve the agency business.
RESPONSIBILITIES
Leadership
Develop the eCommerce team and build a strong work culture through motivation, recognition, coaching and correcting individual performance to meet organizational goals
Managing multiple sites including the East Bay, San Francisco, and Remote Store Specialists
Oversee full cycle employee management including hiring and training of new recruits
Help to develop training and onboarding materials for new team members
Manage the informal and formal corrective action process of employees
Foster flexible, creative and innovative thinking in development of supervisors and line staff
Set clear goals and expectations for direct reports and other colleagues while providing guidance on how to achieve these standards
Act as the main point of contact for cross-divisional projects and key partnerships
Hold others accountable while building a culture of safety, learning and belonging
Extend recognition for accomplishments and help to resolve any issues or conflicts
Cross-Functional Partnership and Communication
Primary partner contact for all lines of business to eCommerce.
Build and manage cross functional relationships within the agency and outside the agency.
Act as proponent for best agency path forward as a voice of eCommerce, with big picture perspective and support
Revenue Generation
Responsible for overall revenue generation for all eCommerce through daily management of sales related activities utilizing Business Intelligence Tools, defined KPI’s, and other defined metrics while driving top line results
Challenges the status quo for improved productivity and sales
Maximize resale value for products
Monitors appropriate Service Level Agreements of online marketplace health.
Maintains continuity of work operations by documenting and communicating needed actions to management, discovering irregularities and determining continuing needs.
Sustain partnership between Retail Stores and eCommerce.
Manage and maintain quality standards to defined metrics
Reduce shrink and improve customer satisfaction by maintaining inventory integrity and minimize risk through training, accountability and loss prevention methods
Oversee staff scheduling while adhering to established goals and financial targets
Collaborate with the marketing team and other colleagues to enhance strategy for online marketing and promotion of online
Reporting
Maintains profitable business through managing costs, P+L review and reporting, and looking for cost savings opportunities
Participate in design, implementation, production, and maintenance of financial and budgetary reports
Responsible for ensuring payroll completed accurately and on time and for biweekly payroll review of staff
Customer Support
Facilitate and foster effective communication and collaboration with internal team, internal partners, external partners and customers
Overall responsibility for external customer service and deliver exceptional customer support engagement
Handle and address escalated customer complaints with a focus on conflict resolution and prevention of issue escalation
Operations
Responsible for maintaining a safe working environment through overseeing monthly safety inspections, training staff on safety practices and ensuring a safe and hazard-free workplace
Work with Loss Prevention to ensure company assets are protected at all times
Manage, review, maintain, and when necessary uncover new vendor relationships.
Work irregular hours and be on call to handle any issues that arise as needed
Strategy
Maintain and adapt, as well as design and implement, eCommerce processes and procedures in partnership with VP across the organization
Set daily, weekly and monthly priorities in partnership with eCommerce leadership and cross functional business partners
Identify and champion strategic business opportunities, seeking process improvements through new technologies, partnerships and best practices.
Develop and execute on strategies that strongly focus on local initiatives while encapsulating global impact
Requirements
Four (4) years’ experience in eCommerce operations or sales
Two (2) years of supervisory and/or management experience in Retail, eCommerce, or other physical goods related sales
Two (2) years of hands-on experience in secondhand marketplaces, with Goodwill or other Thrift related business
Strong ability to work cross functionally through partnership and communication.
Demonstrated comprehensive knowledge of eCommerce sales channels, SAS applications and CRM solutions
Robust entrepreneurial background with proven success in driving topline sales and optimizing gross profit
Extensive knowledge and interest in up-to-date ecommerce best practices, software, trends and KPI
Knowledge in KPI development, deployment, and SOP implementation
Ability to implement strategic plans and objectives
Exceptional leadership, coaching and communication skills
Customer driven and able to turn feedback into actionable improvement
Highly organized with excellent planning, collaboration and team building skills
Capable of working with limited supervision and an ability to meet deadlines
Excellent oral and written communication skills and the ability to conceptualize product descriptions that are compelling to SF Goodwill customers
Effective decision-making skills and the ability to balance multiple data points to analyze, research and problem solve within an ambiguous, fast-pace environment
Demonstrated effectiveness collaborating with all levels of an organization and promoting a culture of teamwork to achieve organizational goals
Ability to work in a diverse environment with different cultural backgrounds and experiences
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