Director of eCommerce

Diamonds Direct•Charlotte, NC

19h

About The Position

The Director of eCommerce and Site Experience is responsible for leading the strategy, operations, and optimization of the brand’s digital storefront. This role ensures that our online experience reflects the brand’s commitment to service, quality, and storytelling while driving measurable sales growth, conversion, and customer satisfaction. This leader will oversee eCommerce merchandising, content, UX/UI, analytics, and platform performance, partnering closely with Marketing, Creative, Merchandising, IT, and Operations to deliver a seamless omnichannel experience that connects digital and physical retail.

Requirements

8+ years of experience in eCommerce, omnichannel marketing, or site operations; retail or luxury industry experience preferred.
Proven track record managing eCommerce platforms and driving measurable omnichannel revenue growth.
Strong understanding of UX principles, digital merchandising, and data-driven optimization across online and offline touchpoints.
Experience collaborating with cross-functional teams and external vendors or agencies.
Analytical and creative thinker with strong leadership, communication, and project management skills.

Nice To Haves

Experience in retail and luxury brands is a plus.

Responsibilities

Own the eCommerce P&L, driving site revenue, conversion rate, AOV, and customer retention across digital channels.
Develop and execute digital merchandising and promotional strategies that support both online and in-store sales goals.
Identify opportunities to create a seamless path-to-purchase across channels—optimizing checkout, mobile performance, and BOPIS (Buy Online, Pick Up In-Store) experiences.
Partner with Marketing to ensure omnichannel campaign alignment, consistent storytelling, and unified messaging across all customer touchpoints—email, social, web, and in-store.
Lead UX/UI strategy with a focus on building a connected, brand-consistent experience between online browsing and in-showroom shopping.
Champion A/B testing, heatmapping, and behavioral analytics to improve engagement, conversion, and omnichannel navigation.
Manage product categorization, site search optimization, and visual merchandising standards that support both digital discovery and in-store sales journeys.
Ensure the website reflects real-time inventory, in-store events, promotions, and storytelling moments in collaboration with merchandising and creative teams.
Partner with IT and analytics teams to oversee the eCommerce platform (BigCommerce) and integrations across CRM, ERP, and POS systems to ensure data fluidity between online and offline environments.
Define and track KPIs for traffic, conversion, bounce rate, checkout completion, and customer lifetime value, with a focus on understanding the full omnichannel customer journey.
Use insights from GA, heatmaps, and omnichannel analytics to guide optimization and connect digital behaviors with in-store outcomes.
Collaborate with internal and external partners (Creative, Marketing, Merchandising, Operations, Agency Partners) to align strategy, creative execution, and promotional calendars across all channels.
Lead a high-performing digital team, fostering collaboration, accountability, and innovation across digital and physical retail.
Serve as the internal advocate for the connected customer journey—ensuring frictionless experiences whether shopping online, visiting a showroom, or transitioning between both.