Director, eCommerce

Summary:

The Director of eCommerce leads the digital commerce strategy, operations and growth initiatives for All Surfaces and ShagTools.

This role owns the online sales channel, customer digital experience and platform performance to drive revenue, wallet share and customer adoption. The Director collaborates closely with Sales, Marketing, IT, Supply Chain, Pricing and Product teams to deliver best-in-class digital buying experiences tailored to our B2B and B2C buyers.

Pay: Salary $130,000-$170,000 depending on experience

Key Responsibilities & Essential Functions:

• eCommerce Strategy & Leadership

• Develop and execute the multi-year eCommerce strategy aligned with overall company growth goals.

• Provide input to the digital customer experience roadmap including platform enhancements, new capabilities, and customer experience improvements.

• Champion digital customer experience initiatives throughout the organization.

• Online Revenue & Channel Growth

• Own online sales performance and customer adoption KPIs.

• Drive continuous optimization through A/B testing, personalization and data-driven decision-making.

• Partner with Sales, Product, Marketing and Pricing leadership on channel alignment, digital pricing strategy, and customer adoption plans.

• Customer Experience & Self-Service

• Partner with IT and external vendors to define and improve UX across search, navigation, checkout, account management and self-service workflows.

• Partner with Sales, Operations and Finance to drive adoption of digital self-service tools (invoice lookup, order history, returns and claims support).

• Gather and apply customer insights using analytics, VOC and direct engagement with customers.

• Digital Merchandising & Content

• Oversee product content strategy including taxonomy, attributes, images and enriched content.

• Manage onsite merchandising, search relevance, product recommendations and category optimization.

• Coordinate promotional campaigns, landing pages, and digital marketing assets with Marketing teams.

• Collaboration & Team Leadership

• Partner with Sales and Marketing to ensure digital complements traditional channels and to support SEO, SEM, email and inbound digital campaigns.

• Collaborate with IT to set, articulate and advocate the eCommerce product vision and strategy for our eCommerce technology portfolio.

• Oversee eCommerce Fulfillment and Customer Service Operations for all orders fulfilled via 3rd party shipping.

• Analytics & Reporting

• Own the eCommerce KPIs and establish a robust measurement framework: revenue, margin, adoption, traffic, conversion, usability metrics.

• Deliver dashboards and insights to leadership teams.

• Use analytics to support digital customer experience priorities and roadmap investment decisions.

Critical Success Factors:

• Highly motivated, self-directed and results driven.

• A quantitative and qualitative thinker with experience in sourcing data for analytics and insights and using those insights to drive innovation and decision making.

• Excellent communication and leadership skills; able to influence across departments.

• Curiosity and passion for delivering an exceptional customer experience

Required for consideration:

• Bachelor's Degree in Business, Marketing, Technology or a related field preferred.

• 8+ years' work experience in eCommerce, digital product management; B2B or distribution experience strongly preferred

• Proven track record driving eCommerce revenue growth and improving digital customer experience.

• Strong understanding of B2B and B2C commerce capabilities and experience with eCommerce and order management platforms and technologies (e.g. OroCommerce, WooCommerce, Hubspot, Google Analytics).

• Strong experience with analytics and user research to drive decisions.

• Experience managing cross-functional teams and external digital agencies.

Highly desirable candidates may also have:

• Knowledge of Amazon Seller Central

• Familiarity with Epicor Prophet 21 or similar distribution ERP

• Experience in the building materials distribution industry