Head of eCommerce

Clare V.•Los Angeles, CA

8d•Onsite

About The Position

The Head of eCommerce is responsible for developing and executing the sales and growth strategy for ClareV.com. This role partners with cross-functional leaders across the organization to drive digital growth, enhance the consumer journey, and integrate eCommerce across all brand touchpoints to deliver a best-in-class omnichannel experience.

Requirements

Significant experience leading eCommerce or digital commerce for a consumer-facing brand, preferably within fashion, accessories, luxury, or a related retail environment.
Demonstrated experience developing and executing eCommerce growth strategies.
Experience owning or managing an eCommerce P&L, including revenue, expenses, and profitability.
Strong understanding of digital merchandising, site optimization, conversion, customer acquisition, retention, and lifetime value.
Experience developing and monitoring eCommerce KPIs and using data and analytics to drive business decisions.
Experience managing external development agencies, technology partners, and/or digital vendors.
Demonstrated people-management experience, including developing and leading high-performing teams.
Strong cross-functional leadership and communication skills with the ability to influence stakeholders across multiple areas of the organization.
Strong analytical, financial, organizational, and problem-solving skills.

Nice To Haves

Experience leading an omnichannel eCommerce business with both digital and brick-and-mortar retail operations.
Experience overseeing Customer Service and/or partnering closely with fulfillment and distribution operations.
Experience with eCommerce platforms, analytics tools, testing/optimization tools, and related digital technologies.
Experience working with performance marketing teams and agencies.
Experience in a high-growth or evolving consumer brand environment.

Responsibilities

Lead and execute the strategy to drive Clare V.’s eCommerce growth, including developing one-year and three-year roadmaps with key milestones to achieve growth plans.
Own the eCommerce P&L, developing strategies to support revenue goals while effectively managing website operations, team resources, and expenses to achieve profitability targets.
Oversee performance against digital KPIs to ensure revenue, profitability, and long-term growth goals are achieved.
Oversee all aspects of the online business, including channel strategy, site merchandising, user experience, and site optimization.
Partner with Marketing leadership on performance marketing initiatives to support a best-in-class digital ecosystem.
Lead the omnichannel integration of eCommerce across Retail, Customer Service, Distribution, Marketing, and other areas of the business.
Develop and execute a best-in-class digital consumer experience strategy, including segmented customer journeys designed to drive acquisition, conversion, retention, and satisfaction.
Balance profitability and customer lifetime value through continuous improvement of the site experience and a strong focus on customer satisfaction.
Identify opportunities throughout the digital customer journey to improve engagement, conversion, and retention.
Oversee daily eCommerce operations, including online merchandising, promotions, site operations, and content execution.
Partner with Merchandising to monitor onsite assortment strategy and visual e-merchandising and provide recommendations to optimize product presentation.
Lead reporting and analytics for the eCommerce channel, providing timely insights and recommendations to optimize performance and inform strategic decisions.
Leverage data, business analysis, and consumer insights to forecast sales, inform strategy, and enhance the overall consumer experience.
Maintain and evolve a robust testing framework to increase the volume and pace of learning across the business.
Manage the overall budget and performance of the eCommerce development agency and integration partners.
Collaborate with Marketing to develop the annual performance marketing strategy, ensuring alignment with eCommerce business goals for awareness, traffic, conversion, and revenue.
Stay current on eCommerce best practices, industry trends, and emerging technologies to identify opportunities for growth and improvement.
Lead and develop a high-performing eCommerce team focused on driving site performance and achieving or exceeding internal and industry benchmarks.
Foster strong cross-functional collaboration with stakeholders throughout the organization to ensure alignment, optimize content and execution, and build organizational buy-in.
Identify and escalate issues as appropriate to support smooth processes from planning through execution.
Consult on cross-functional projects to ensure eCommerce principles and business requirements are incorporated.
Lead the Clare V. Customer Service team in delivering a best-in-class customer experience.
Manage the Clare V. Warehouse team in meeting eCommerce SLAs and customer satisfaction KPIs, including mis-ships, order errors, and the unboxing experience.