Director, Digital Commerce and Customer Experience
About The Position
NFM is seeking a strategic, customer-focused digital commerce leader to own the performance, roadmap, continuous evolution, and growth of our ecommerce business. As Director, Digital Commerce & Customer Experience, you will be accountable for online revenue, digital business performance, customer experience, and profitability across NFM's ecommerce channel. Reporting directly to the Chief Merchandising Officer, you will lead the strategy for site merchandising, customer journey optimization, digital discovery, and conversion performance, partnering across merchandising, marketing, product, analytics, operations, and technology to drive profitable growth and a seamless omnichannel customer experience. This is a highly visible leadership role focused on digital experience, commercial performance, and enterprise impact. This position will work a hybrid schedule requiring the candidate to reside in NE, IA, MO, KS or TX and in commuting distance to one of our retail locations.
Requirements
- 8-10+ years of experience in digital commerce, ecommerce, digital product, retail merchandising, customer experience, or a related leadership function.
- Bachelor's Degree in Marketing, Advertising, related field or equivalent experience.
- Demonstrated success improving online performance, conversion, digital selling outcomes, and customer experience.
- Experience owning or influencing ecommerce revenue performance, business results, financial planning, forecasting, or P&L-related metrics.
- Experience leading cross-functional work across merchandising, marketing, product, analytics, and technology teams.
- Strong understanding of ecommerce KPIs, experimentation, search and SEO, and digital roadmap prioritization.
- Ability to influence, simplify complex work, and lead change in a fast-paced, matrixed environment.
- Pre-employment screening includes, but is not limited to, motor vehicle and criminal background check.
Nice To Haves
- Retail or omnichannel experience preferred.
Responsibilities
- Own the ecommerce business strategy, digital commerce roadmap, and site experience strategy to drive revenue growth, profitability, conversion, and customer engagement.
- Deliver key business metrics including online revenue, profit, conversion, average order value, traffic, and customer engagement while identifying new growth opportunities.
- Lead cross-functional teams and establish clear operating rhythms that accelerate execution across merchandising, marketing, product, analytics, operations, and technology.
- Champion experimentation, personalization, and continuous optimization across the customer journey.
- Provide financial leadership for the ecommerce business, including planning, forecasting, performance reporting, and accountability for digital channel results.
- Shape a high-performing online journey across browse, product detail, cart, and checkout experiences that reflect the NFM brand.
- Build clear accountability and operating rhythms across teams to simplify execution and accelerate meaningful outcomes.
Benefits
- Same day pay - access to your earned pay on-demand, when you need it the most
- Competitive pay - generous annual increases up to 7%
- Inclusive culture – Because everyone who works or shops at NFM should feel right at home
- Health, dental, vision, life Insurance, short and long term disability
- Paid holidays (upon hire) and paid time off (after 90 days)
- Staff discount on merchandise
- Virtual and in-person career development opportunities at all levels
- Paid community volunteer opportunities
- Tuition Reimbursement
- 401(k) and company match after one year
- Berkshire Stock as an investment option
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What This Job Offers
Job Type
Full-time
Career Level
Director
