Senior Manager, eShop

3 weeks ago

San Leandro, United States Ghirardelli Chocolate Full time

WHO WE ARE

At Ghirardelli, we're on a mission to become a one billion dollar brand and beyond. We want to be every consumer's first choice of premium chocolate, and we believe we can do that through our products and the way we do business, which are all inspired by our brand commitment to Making Life A Bite Better. We are a company committed to both personal and professional growth and believe that each employee contributes directly to Ghirardelli's growth and success.

The Senior Manager, eShop is responsible for managing daily site operations to deliver sales and profit growth on Ghirardelli.com.

You will have full P&L responsibility and ownership of the entire customer journey for our DTC site, working closely with Digital Commerce, Brand Marketing, Finance, Operations, Customer Service, IT and Retail Product teams. This is a highly entrepreneurial and data driven role which requires a deep understanding of the direct to consumer business model and eCommerce specific platforms and tools.

Website Ownership

  • Oversee relationships with third-party vendors/agencies and eCommerce systems (site platform, OMS, ratings & reviews, payment platform, CRM, creative studio)
  • Continuously optimize UX/UI and conversion rate through ongoing A/B testing
  • Develop and implement merchandising strategies in line with company goals across Wholesale, Restaurant & Retail and Professional Products divisions
  • Collaborate with IT on technical product roadmap implementation and represent the Digital Commerce team in company IT initiatives
  • Use data-driven insights to track and analyze key performance metrics including revenue, profit, customer acquisition cost, retention rate and overall site satisfaction score
  • Partner with Content Ops & Development Manager to ensure 100% product information accuracy on product detail pages
Marketing Strategy (Owned & Paid)
  • Oversee eShop Business Manager in creation of annual marketing calendar
  • Collaborate with Brand Marketing on owned marketing initiatives across acquisition and retention strategies (email marketing, content/SEO, SMS, organic social, affiliates, external traffic drivers)
  • Partner with Sr. Manager, Digital Commerce & Omnichannel Marketing to build performance marketing plan (SEM, paid social, influencers) and KPI dashboard
Business Operations Management
  • Partner regularly with Customer Service and Warehouse Fulfillment leads on continuous process improvement based on customer interactions and feedback
  • Collaborate with Retail Product team on forecasting, pricing and inventory management of product portfolio
  • Manage DTC P&L and cost center planning and actuals in partnership with Finance

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