Senior Director, US Ecommerce Digital Consumer Experience & Loyalty

Levi Strauss & Co.•San Francisco, CA

5d•Hybrid

About The Position

Calling all originals: At Levi Strauss & Co., you can be yourself — and be part of something bigger. We’re a company of people who like to forge our own path and leave the world better than we found it. Who believe that what makes us different makes us stronger. So add your voice. Make an impact. Find your fit — and your future. The Senior Director, US Ecommerce Digital Consumer Experience & Loyalty is a leadership role responsible for shaping and delivering a best-in-class, end-to-end digital consumer experience across Levi’s US ecommerce ecosystem. This leader owns the intersection of digital experience, loyalty, customer care, and conversion, ensuring every consumer touchpoint—from discovery through post‑purchase—drives engagement, loyalty, and profitable growth. This role serves as the commercial owner of the US digital consumer experience, accountable for key ecommerce performance outcomes including conversion, customer satisfaction, retention, and lifetime value. The position partners closely with Ecommerce, Product, Technology, Marketing, Merchandising, Analytics and Operations leaders to translate consumer insight into scalable, high‑impact digital experiences. The Senior Director reports to the VP, US Ecommerce and leads a multidisciplinary organization spanning experience design, digital strategy, loyalty, customer care, and emerging digital initiatives.

Requirements

Bachelor’s degree required
12–15+ years of experience in digital ecommerce, consumer experience, product, or related leadership roles.
Proven experience owning and scaling digital consumer experiences for large, complex ecommerce businesses.
Strong background in ecommerce conversion optimization, loyalty, customer engagement, and omnichannel experiences.
Experience managing large teams, senior leaders, and complex cross‑functional initiatives.
Demonstrated financial acumen, including ownership of P&L, operating budgets, and capital investments.
Deep understanding of ecommerce platforms, digital experience design, experimentation, personalization, and analytics.
Ability to translate consumer insights and data into clear priorities and business outcomes.
Strong executive presence with the ability to influence, align, and lead at the senior leadership level.
Experience leading transformation in fast‑paced, consumer‑centric organizations.
Passion for building teams, developing talent, and creating inclusive, high‑performance cultures.

Responsibilities

Own the US Digital Consumer Experience & Loyalty Strategy
Set the vision and long‑term roadmap for the US ecommerce digital consumer experience, integrating site experience, loyalty, customer care, and emerging digital touchpoints.
Own the end‑to‑end consumer journey on levi.com, from content, navigation, and PDP/PLP experiences through checkout, fulfillment support, and post‑purchase service.
Define experience strategies that directly drive ecommerce KPIs including conversion, CSAT, CLTV, retention, and loyalty program growth.
Drive Business Results Through Experience Excellence
Act as the commercial business owner for US digital experience performance, prioritizing initiatives that deliver measurable impact against ecommerce growth goals.
Lead experience optimization efforts using data, experimentation, personalization, and A/B testing to continuously improve conversion and engagement.
Translate consumer insights, feedback, and behavioral data into actionable improvements across digital and service touchpoints.
Lead Loyalty, Customer Care & Engagement Platforms
Oversee loyalty experience strategy, ensuring loyalty is fully integrated across digital journeys and omnichannel experiences.
Lead customer care strategy and operations, ensuring seamless, high‑quality service across voice, chat, email, and digital channels.
Leverage customer care as a strategic asset by unlocking voice‑of‑customer insights to inform experience and product decisions.
Partner Across Product, Technology & the Business
Partner with Product Management and Technology teams to align global platforms and roadmaps with US ecommerce priorities.
Collaborate with Marketing, Merchandising, and Operations leaders to ensure experience initiatives support commercial goals.
Represent the digital consumer experience in enterprise planning, transformation initiatives, and executive forums.
Build and Lead High‑Performing Teams
Lead, mentor, and develop a diverse, multidisciplinary team across experience design, digital strategy, loyalty, and customer care.
Build strong operating rhythms, clear accountability, and a culture of consumer obsession, innovation, and results.
Manage significant operating and capital budgets, vendor relationships, and external partners.