Associate Director of Digital Experience, Consumer

Associate Director of Digital Experience and Ecommerce

This role is responsible for owning and driving digital strategies with consumer experience expectations to reach critical sales targets and customer satisfaction goals. This includes developing the online roadmap leveraging qualitative and quantitative research, and working with cross-functional teams to determine the digital content strategy for the brand and retail digital properties. This person must have the skills to develop web content, navigation flows, and the understanding to create a look and feel that supports the core brand and business objective of driving more transactions online.

We are looking for a dynamic thought leader with a growth mindset, who understands and appreciates that data can unlock the answers to success.

The ideal candidate is a leader and owner of the overall digital, consumer-centric experiences across Brand and Retail.com. This person is focused on driving agility, speed, and mindset change on an ever-growing group. 

What you will be doing

  • Manage, develop, mentor, and set the direction for eCommerce team and SEO content specialists, developers, UX strategists, and digital project management for the brand and retail digital properties.

  • Own all content development and execution for retail.com across 10+ retailers.

  • Create web content strategies for education, conversion, and post-care that reflect an integrated brand strategy, aligning to the needs of the user, drives personalization strategies, and clearly conveying brand messaging, hierarchy, and conversion paths.

  • Work with cross-functional teams to investigate, gather, and develop detailed user stories, personas, user journeys, business, and functional requirements that effectively translate business problems into innovative and practical solutions, impacting broader long-term plans.

  • Provide subject matter experience and have accountability for growth targets, revenue projections, and profit associated with Brand.com + Retail.com and drive a step-change in omni-channel support

  • Develop and maintain executive reporting data for new product development launches, YTD performance, and overall project progress

  • Create and manage product feeds and inventory on Brand.com for demand creation efforts

  • Define KPIs and metrics to optimize performance and deliver growth

  • Optimize web performance, leveraging digital analytics to improve both customer engagement and conversion.

  • Develop a roadmap and manage the associated budget for our websites (build, run & maintain)

  • Serve as digital capabilities expert for how experiences can be enhanced utilizing digital technology, tools/solutions, driving processes improvements, and system enhancements.

  • Support the development process and project lifecycle end-to-end with the ability to dig into the results to identify issues and develop solutions to fix the gaps and participate in the testing and approval of new functionality implementations.

  • Develop new functional flows to improve the online customer experience, including developing web designs and wireframes, either independently or in collaboration with in-house and external teams.

  • Partner with IT and our technology partners to drive a step-change in scrum capabilities, tickets, and projects.

  • Act as a tireless watchdog for industry trends, best practices, and changes in customer preferences to increase strength in online education, frictionless conversion, and post-care support

  • Drive cross-functional leadership as the subject matter expert – owning best practices, strategy alignments, and executive/stakeholder enrollment and presentations.

What are the requirements for consideration?

  • Bachelor’s Degree from an accredited four-year college or university

  • 8+ years of website management experience, preferably at a consumer brand

  • Experience managing 4 direct reports 

  • Must have a deep understanding of and experience in web design: user-centered research and analysis, information architecture strategy and development, content strategy, web design, and usability best practices, and technical skills for business and functional requirement development, UAT and QA.

  • Strong project/program management skills allowing for goals to be met in a timely and documented fashion.

  • Familiarity with Jira, SmartSheets, Magento, Excel, Powerpoint, Syndigo, Salsify, and other vital tools to enable success in the role

  • Domain experience on A/B testing, CMS creation, and management, UX research, qual/quant to ensure the voice of the consumer is front and center

  • Previous experience with Google Analytics, tag management, SEO, and other site tools to inform strategy and optimization

  • Must be able to translate business problems into project requirements and support the process from build to launch.

  • Excellent communication skills demonstrated the ability to understand and communicate complex issues clearly and concisely to all levels in the organization.

  • Strong attention to detail with the ability to focus on task completion.

  • Must be organized and adept at handling multiple tasks in a fast-paced environment with minimal direction.

  • Ability to understand the consumer’s POV and consider it when making business decisions.

  • Possess an analytic mindset combined with critical thinking and problem-solving skills.

  • Analyze traffic, sales, and conversion data and take action on improving the business metrics.