Senior Director, Digital Commerce

BRAHMIN LEATHER WORKS LLC•Fairhaven, MA

1d•$170,000 - $220,000•Hybrid

About The Position

Brahmin is hiring a Senior Director of Digital Commerce to lead profitable growth across Brahmin.com and third-party marketplaces while protecting the brand and delivering a consistent, elevated customer experience. This newly created role leads Web Merchandising, Customer Service, Marketplaces, and Web Development, managing a team of 10 across four functions, including 3 direct reports. The position reports to the Chief Commercial and Marketing Officer and works closely with Marketing, Merchandising, Planning, IT, Finance, Supply Chain, and Retail. It is a hybrid role based in Fairhaven, Massachusetts, with travel as needed. The role owns digital commerce strategy and performance, including revenue, margin, channel contribution, planning, forecasting, analytics, and reporting. It leads web merchandising and customer-journey improvements, marketplace strategy and profitability, marketplace brand protection and MAP enforcement, customer-service standards and operations, and the digital development roadmap. The Senior Director also develops team capabilities and operating processes, manages the Digital Commerce budget, and presents performance, priorities, risks, and investment recommendations to senior leadership. Brahmin is a luxury handbag company whose signature croc-embossed Melbourne leather has been part of its product line since 1982. The company states that it is an Equal Opportunity Employer and encourages qualified candidates from different backgrounds to apply.

Requirements

Bachelor’s degree in business, marketing, or a related field.
10 or more years of progressive eCommerce experience, including at least 5 years leading multi-function digital teams.
Experience owning eCommerce revenue and profitability targets, with strong planning, forecasting, and analytical skills.
Demonstrated success driving profitable growth through web merchandising, customer experience improvement, conversion optimization, and testing.
Hands-on marketplace experience, including Amazon Seller or Vendor Central, assortment, content, operations, profitability, and brand protection tools such as Brand Registry.
Experience leading customer service teams, setting service standards, and using customer insight to improve the digital experience.
Experience managing development roadmaps, technical resources, external agencies, and technology partners, with working knowledge of a modern eCommerce platform.
Proficiency with web analytics and reporting tools and the ability to turn data into clear, prioritized actions.
Strong cross-functional leadership, communication, and team-development skills, including the ability to influence senior stakeholders.
Ability to travel as needed.
Ability to sit for prolonged periods at a desk and work on a computer.
Must be able to lift up to 15 pounds at times.

Nice To Haves

Direct P&L ownership experience preferred.
Shopify experience is a plus.
Experience with a luxury, premium, or fashion accessories brand.
Experience integrating loyalty, clienteling, or omnichannel capabilities with retail stores.
Experience building new teams, processes, and operating rhythms in a growing organization.

Responsibilities

Develop and execute the Digital Commerce strategy to drive profitable growth across Brahmin.com and marketplaces.
Own digital commerce revenue, margin, and channel contribution targets; lead business planning, forecasting, and performance management with Finance and the Chief Commercial and Marketing Officer.
Monitor sales, margin, conversion, average order value, returns, and channel profitability, and translate findings into prioritized actions.
Own digital analytics and reporting, including site tracking, KPI dashboards, and performance insights for senior leadership and cross-functional partners.
Set digital traffic, conversion, and retention targets, including goals for Marketing-led paid media, email, and CRM programs; co-own the promotional calendar with Marketing.
Own technical SEO, including site structure, speed, and product data, to improve organic discovery.
Lead web merchandising, including product presentation, category navigation, site search, product recommendations, and launch execution.
Own site content and product prioritization in alignment with Merchandising, Planning, Creative, and Marketing on assortment, inventory, and campaign plans.
Improve the customer journey from product discovery through checkout using analytics, customer feedback, and conversion testing.
Establish a consistent approach to testing, measuring results, and scaling website improvements.
Lead integration of loyalty and clienteling capabilities into the digital customer journey in partnership with Marketing and Retail.
Lead marketplace strategy and execution, including Amazon and other third-party marketplaces.
Oversee marketplace assortment, pricing, promotions, storefronts, and product listings to ensure content, imagery, and messaging meet brand standards.
Monitor and protect the brand on marketplaces, including identifying unauthorized sellers, suspected counterfeits, intellectual-property misuse, and policy or agreement violations.
Play a key role in developing Brahmin’s minimum advertised price (MAP) policy and lead enforcement across marketplaces.
Investigate and enforce marketplace violations with Legal, Wholesale, and marketplace platforms, tracking issues through resolution.
Manage marketplace partners and agencies, setting priorities, performance expectations, and accountability.
Own marketplace profitability after fees, returns, and operating costs, aligning inventory, fulfillment, and advertising investment with Supply Chain, Finance, and Marketing.
Lead Customer Service and establish standards for responsiveness, resolution quality, and a consistent customer experience.
Monitor service levels, customer satisfaction, contact drivers, and recurring issues; use insights to improve policies and digital experiences.
Own resolution of order, delivery, return, and cross-channel service issues, working with Retail Operations and Supply Chain to address root causes.
Develop Customer Service team capabilities, tools, and workflows to improve service quality and operating efficiency.
Lead internal web development resources and coordinate with IT, external developers, and technology partners to deliver the digital roadmap.
Own business requirements and prioritize the development backlog based on customer impact, commercial value, effort, and operational risk.
Oversee testing and release readiness for site enhancements and ensure reliable functionality across devices.
Set site reliability and performance standards, hold technology vendors accountable, and work with IT on integrations and technical issues.
Lead and develop the Web Merchandising, Customer Service, Marketplaces, and Web Development functions.
Establish clear objectives, operating rhythms, and accountability across the team.
Manage the Digital Commerce operating budget, including agency, vendor, and technology spend, and ensure investments deliver measurable returns.
Build partnerships with Marketing, Merchandising, Planning, Retail, Finance, IT, and Supply Chain to coordinate execution.
Present business performance, priorities, risks, and investment recommendations to senior leadership.