Director, E-Commerce Site Experience

Ben Bridge Jeweler • Seattle, WA

1d • Hybrid

About The Position

Ben Bridge Jeweler is seeking a Director, E-Commerce Site Experience to lead the digital customer experience across BenBridge.com and drive online growth in jewelry and watches. Reporting to the DVP, E-Commerce Site Experience, the Director shapes and executes site experience strategy, translating business priorities, customer insights, and performance data into compelling, high-performing digital experiences. The role balances the distinct needs and opportunities of the jewelry and watch businesses, with particular focus on growing jewelry and advancing onsite search, personalization, and AI-driven capabilities.

The Director directly manages the Specialist, E-Commerce Site Merchandising and leads the dedicated Watch Site Experience team, coaching and developing the Manager, E-Commerce Watches and holding the team accountable for results and KPIs. The position combines strategic leadership with hands-on business understanding and partners across Product, Technology, UI/UX, Analytics, SEO, Marketing, Merchandising, Brand, and Operations to establish priorities and deliver a cohesive experience. The role is hybrid, with predictable onsite attendance three or more days per week required.

Requirements

• Bachelor’s degree required.
• At least 8 years of experience in E-Commerce, digital experience, digital merchandising, or site optimization, including leading teams and developing managers.
• CMS experience required.
• Proven track record developing digital strategy and driving E-Commerce performance and growth.
• Strong understanding of product discovery, search, personalization, analytics, UX/UI, and digital technology, with experience partnering with Product and Technology teams.
• Strong analytical and commercial mindset, with the ability to connect customer behavior to business outcomes.
• Ability to influence senior stakeholders in a matrixed organization, with exceptional communication skills and executive presence.
• Ability to balance strategy with hands-on execution in a lean, fast-paced environment.
• Ability to meet the hybrid schedule requirement of predictable onsite attendance three or more days per week.

Nice To Haves

• Advanced degree preferred.
• Multi-channel retail experience strongly preferred.
• Jewelry, luxury, watches, or fashion experience is a plus.
• Salesforce Commerce Cloud (SFCC) experience preferred.
• Experience managing agencies, technology partners, and third-party vendors preferred.

Responsibilities

• Lead site experience strategy and the digital customer experience across BenBridge.com.
• Drive online jewelry and watch growth through site merchandising, product discovery, content, personalization, and conversion optimization.
• Define and monitor site experience KPIs, using customer behavior, performance data, and business trends to identify opportunities, prioritize initiatives, and surface risks.
• Lead the jewelry site experience as a significant growth opportunity, directing the Specialist, E-Commerce Site Merchandising and identifying opportunities to increase jewelry revenue, conversion, and online share.
• Lead the dedicated Watch Site Experience team, coach and develop the Watch Manager and team, and maintain accountability for the overall Watch site experience and results.
• Partner with the Watch Manager to set priorities, remove barriers, and ensure watch discovery, content, launches, campaigns, and Luxury Watch Partner requirements are met.
• Advance site merchandising and product discovery across navigation, filters, sorting, content, landing experiences, onsite search, recommendations, personalization, and emerging AI-driven capabilities.
• Improve conversion, revenue, average order value, and engagement through data-informed merchandising, testing, and continuous optimization.
• Serve as the Site Experience lead across Product, Technology, UI/UX, Analytics, Marketing, Merchandising, Brand, Operations, and SEO, bringing customer insights and performance data into cross-functional priorities.
• Coordinate site experience priorities with E-Commerce Operations & Fulfillment, including sales and demand planning, product setup and data integrity, inventory visibility, and order fulfillment operations.
• Partner with Merchandising, Marketing, and Brand to translate product, campaign, and creative priorities into compelling digital experiences; incorporate organic search considerations with SEO.
• Establish workflows and governance across internal teams and external partners to support scalable, consistent, high-quality execution.
• Manage the Manager, E-Commerce Watches and Specialist, E-Commerce Site Merchandising; set clear goals and performance measures, provide feedback and coaching, support career development, foster an accountable team culture, prioritize capacity, and remove barriers.
• Perform other duties as assigned.

Benefits

• Employee merchandise discounts
• Paid training
• Employee Assistance Program
• Paid time off, including vacation, sick leave, holidays, bereavement leave, and jury duty
• Medical insurance
• Dental insurance
• Vision insurance
• Flexible savings accounts
• Company-paid life insurance
• Short-term disability insurance
• Long-term disability insurance
• Pet insurance
• Supplemental life insurance
• 401(k) plan with company match
• Deeply discounted monthly ORCA card for this location

What This Job Offers

• Job Type: Full-time
• Career Level: Director