Director, E-Commerce Site Experience
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 jewelry and watch growth. Reporting to the DVP, E-Commerce Site Experience, this leader helps shape the E-Commerce strategy and turns business priorities, customer insights, and performance data into a compelling, high-performing site experience. The Director leads site experience strategy for both jewelry and watches, balancing the distinct customer needs and growth opportunities of each business. The role directly leads the Specialist, E-Commerce Site Merchandising, with particular focus on accelerating jewelry growth and advancing onsite search, personalization, and AI-driven experiences. The Director also leads a dedicated Watch Site Experience team, coaching and developing the Manager, E-Commerce Watches and holding the team accountable for its priorities and KPIs. As a key E-Commerce leader, the Director partners across Product, Technology, UI/UX, Analytics, SEO, Marketing, Merchandising, Brand, and Operations. The role combines strategic leadership with hands-on business understanding, using performance insights, testing, merchandising, content, and continuous optimization to identify opportunities and improve results. The position requires a hybrid schedule with predictable onsite attendance three or more days per week.
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 of 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, connecting 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.
- Hybrid schedule with predictable onsite attendance three or more days per week is required for essential functions involving cross-functional collaboration, strategic planning, operational execution, and in-person interactions.
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
- Develop and execute the site experience strategy with the DVP, translating broader E-Commerce priorities into experiences that drive online growth.
- Lead the digital customer experience and site experience strategy across BenBridge.com for jewelry and watches.
- Define and monitor site experience KPIs, using customer behavior, performance data, and business trends to identify opportunities, prioritize initiatives, and surface risks.
- Lead site merchandising and product discovery strategy 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.
- Lead the jewelry site experience as a significant growth opportunity; direct the Specialist, E-Commerce Site Merchandising and identify opportunities to grow jewelry revenue, conversion, and online share.
- Partner with Merchandising, Marketing, Brand, Product, and UI/UX to evolve jewelry discovery, storytelling, and conversion.
- Lead the dedicated Watch Site Experience team, including support for key Luxury Watch Partners; coach and develop the Watch Manager and team while maintaining accountability for the overall Watch site experience.
- Partner with the Watch Manager to set priorities, remove barriers, and ensure watch discovery, content, launches, campaigns, and Luxury Watch Partner requirements are met.
- Monitor Watch site experience KPIs, use performance insights to guide priorities, and hold the team accountable for results.
- Serve as the Site Experience lead across Product, Technology, UI/UX, Analytics, Marketing, Merchandising, Brand, Operations, and SEO, bringing customer insights and site performance into cross-functional priorities and decisions.
- Partner with E-Commerce Operations & Fulfillment to align site priorities with 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 and commercially effective digital experiences.
- Partner with SEO to incorporate organic search considerations into site, content, and technology initiatives.
- Establish workflows and governance across internal teams and external partners to support scalable, consistent, high-quality site experience execution.
- Manage the Manager, E-Commerce Watches and the Specialist, E-Commerce Site Merchandising.
- Lead, coach, and develop team members through ongoing feedback, guidance, and support; establish goals, expectations, and performance measures aligned with business priorities.
- Support associate development through coaching, career planning, and growth opportunities; foster a collaborative, accountable, high-performing team culture.
- Prioritize team capacity and remove barriers to enable execution and results.
- 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 at this location
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What This Job Offers
Job Type
Full-time
Career Level
Director
