Director of eCommerce

Whitman Family Development LLC•Miami Beach, FL

just now

About The Position

The Director of eCommerce will be responsible for designing, implementing, and managing the digital operations of our online platform. Having recently initiated this program, the incumbent will be responsible for defining and building the capabilities needed to accelerate and scale eCommerce, aligned with the Group brand positioning, mission and image. This role involves managing the e-commerce website, optimizing the online customer experience, driving digital sales, and working closely with brand partners and internal teams to ensure a consistent luxury experience across all digital touchpoints The ideal candidate will have a strong background in luxury e-commerce, from technical knowledge to e-merchandising, a keen understanding of digital marketing strategies, and omni-channel customer journey, and a passion for customer-centric online retail.

Requirements

Bachelor’s degree in E-Commerce, Marketing, Business Administration, or a related field (Master’s degree is a plus).
Minimum of 5 years of experience in Ecommerce management, with at least 3 years in a leadership role.
Proven experience managing luxury e-commerce websites, with a strong understanding of the online shopping behaviors of high-net-worth individuals.
Experience working with CMS platforms, e-commerce solutions (e.g., Shopify, Magento, or similar), and analytics tools (Google Analytics, SEMrush, etc.).
Background in data analysis, merchandising, and campaign optimization.
Experience managing and developing a team of 1-3 people
Strong knowledge of eCommerce standards, best practices, and systems, ideally in both DTC and Marketplace.
Proficient in e-commerce platforms (Shopify, Magento, etc.), website optimization tools, and CRM software.
Familiar with HTML, CSS, and website troubleshooting (basic knowledge), as well as CRM and email marketing platforms.
Ability to see bigger picture while also managing operational details, with track record in Project Management
Strong communication and interpersonal skills, with the ability to collaborate effectively across departments (with creative, marketing and technical teams) and with external partners and brands.
Proficiency with Google Analytics, Google Ads, Facebook Ads Manager, and other marketing and analytics tools.
Ability to work in a fast-paced, dynamic environment while managing multiple projects simultaneously.
Innovative and problem-solving mindset, challenging status quo and with passion for trying new ideas and staying ahead of eCommerce trends and technologies
Enterprising “doer,” with an ownership mentality and a bias towards action, taking initiative to drive improvements
A deep understanding of the luxury retail customer journey, from discovery to purchase, and how to optimize online experiences for this demographic.

Nice To Haves

Master’s degree is a plus

Responsibilities

E-Commerce Strategy & Execution:
Develop and implement a comprehensive e-commerce strategy aligned with the shopping center’s overall business objectives and luxury positioning.
Oversee the day-to-day management of ecom website, ensuring a seamless, user-friendly shopping experience.
Collaborate with brand partners and internal stakeholders to integrate and promote their offerings on the website while maintaining consistent brand messaging.
Drive digital sales by developing promotional campaigns, offers, and seasonal sales strategies that engage high-net-worth customers and increase conversion rates.
Ensure best-in class online customer experience and services
Website Management & Optimization
Ensure that the website is fully optimized for performance, speed, usability, and mobile responsiveness, offering an exceptional luxury shopping experience aligned with brand image.
Monitor and improve the site’s functionality, working with IT and design teams to resolve issues, streamline user flows, and enhance product pages.
Conduct A/B testing and other optimizations to enhance customer experience and increase site performance.
Digital Marketing & Customer Engagement:
Partner with the digital marketing team to develop and execute digital campaigns that drive engagement and traffic, increase brand awareness, and boost online sales (SEO, PPC, social media, email marketing).
Manage and analyze customer data to develop personalized marketing strategies, ensuring relevant product recommendations and tailored offers for customers.
Inventory & Order Management:
Coordinate with Brand partners inventory and logistics teams to ensure product availability and timely order fulfillment for the e-commerce platform.
Monitor and report on inventory levels, ensuring that products on the website are accurately represented and stock is updated in real time.
Oversee the order processing system, ensuring smooth and timely delivery, with an emphasis on providing a white-glove experience for customers, including premium packaging and fast shipping.
Data Analysis & Reporting:
Generate Sales report and analyze KPIs such as traffic, conversion rates, average order value, and customer retention to evaluate and improve e-com performance and provide actionable insights to the leadership team.
Monitor industry trends and competitor activities to keep the e-commerce strategy competitive and innovative.
Customer Experience & Service:
Ensure that all customer service processes, from order inquiries to returns and exchanges, are handled with the utmost professionalism and luxury service standards.
Ensure that online inquiries, concerns, and issues are addressed in a timely, efficient, and personalized manner.
Partnerships & Collaboration:
Build and maintain relationships with key internal stakeholders, including marketing, and customer service and retail teams, to ensure seamless and successful execution of the initiatives.
Manage relationships with third-party vendors, technology providers, payment gateways and external partners to ensure the successful implementation of eCommerce system.
Collaborate with brand partners to onboard them, develop co-branded initiatives, and ensure their products and services are accurately represented and contribute to the overall success of our program.