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Director of E-Commerce

2 months ago

New York, United States Bubble Skincare Full time
Job Title: Director of E-Commerce

Reporting to: CEO

Location: New York, NY

Position: Hybrid, Full-Time

Salary: $130-140k

Job Summary:

Collaborate with cross-functional teams to ensure a seamless customer journey from product discovery to purchase, including website design, user experience, and conversion rate optimization. Collaborate with marketing, creative, supply chain and product teams to align ecommerce strategies with overall brand initiatives and product launches.

Job Responsibilities:

DTC Strategy & Operations:
  • Build and execute the commercial plan to drive growth on DTC; this includes promotions, GWPs, sampling, bundles; and anything else that will drive overall growth and productivity on the channel.
  • Oversee the day-to-day administration of the Shopify platform, ensuring accurate product listings, inventory management, and order fulfillment. Escalate and resolve any issues relating to overall platform management.
  • Optimize website performance, including page load speed, consumer journeys, mobile responsiveness and experience, and checkout process, to drive conversion and customer satisfaction.
  • Implement SEO best practices and work closely with the content team to optimize product descriptions, metadata, and on-page elements for improved organic visibility.
  • Lead Bubble's subscription program; including creating a subscription strategy anchored in loyalty, manage suspected fraud within subscription hierarchy, and actively monitor and report on subscriptions to senior leadership.
CX Management:
  • Zendesk Operations: Oversee Zendesk customer service operations, including ticket management, response times, and resolution quality, to ensure efficient and effective customer support.
  • CX Strategy: Develop and execute strategies for exceptional customer service, ensuring that customers receive timely and helpful responses to their inquiries and concerns. Report and feedback on CX KPIs to senior leadership; including CX and shipping scorecards. Be proactive in managing CX concerns and strategize how to solve pain points.
  • Team Leadership: Lead and guide the Zendesk support team, fostering a customer-centric culture and maintaining high standards of service to deliver a positive Bubble brand experience.
Loyalty & Retention:
  • Create and manage customer loyalty programs, including rewards, referral programs, and VIP tiers, to incentivize repeat purchases and customer advocacy.
  • Email Marketing: Develop and execute email marketing campaigns to drive customer acquisition, retention, and repeat purchases.
  • Email Marketing: Segment customer database and create targeted email campaigns tailored to different customer segments and lifecycle stages.
  • Email Marketing: Continuously monitor and analyze email performance metrics, such as open rates, click-through rates, and conversion rates, to optimize campaign efficiency/ROI.
Ratings & Reviews:
  • Work closely with the customer support team to ensure prompt and effective responses to customer reviews, addressing concerns, and providing excellent customer service to resolve issues.
  • Implement
  • a review solicitation strategy to encourage satisfied customers to leave positive reviews and ratings, while also addressing negative feedback professionally and proactively.
  • Monitor and analyze customer ratings and reviews to identify trends, patterns, and areas for improvement in products, customer service, and the overall customer experience.
Analytics and Reporting:
  • Establish key performance indicators (KPIs) to measure the success of ecommerce initiatives and regularly report on performance to the management team, as well as implied actions for improvements.
  • Utilize data and analytics tools to track website traffic, user behavior, and sales trends, providing actionable insights for ongoing testing and optimization.
  • Monitor industry trends and stay up-to-date with emerging e-commerce technologies, tools, and best practices.
Qualifications:
  • Minimum of 6 years of experience in e-commerce management, with a focus on website optimization and feature development.
  • Strong proficiency in Shopify, Google Analytics, and Hotjar, with a demonstrated ability to extract actionable insights and drive results.
  • Creative understanding and passion.
  • Proven track record of implementing successful e-commerce strategies and initiatives to drive growth and improve the customer experience.
  • Excellent communication and leadership skills, with the ability to inspire and motivate cross-functional teams.
What We Offer:
  • Competitive salary and benefits package.
  • Opportunity to work with a fast-growing company in the CPG Beauty industry.
  • Professional growth and development opportunities.
  • A collaborative and inclusive work environment