Head Of Digital Jobs

We seek an experienced and strategic leader to join Janie and Jack as Head of Digital. In this leadership role, you will oversee and optimize our digital customer experience, including e-commerce operations, driving our digital marketing strategies, and growing CRM programs, encompassing Email/SMS/Personalization. The ideal candidate deeply understands digital trends, consumer behavior, and the latest e-commerce and digital marketing technologies. As the Head of Digital, you will be crucial in shaping our digital presence and driving revenue growth and business profitability.

Responsibilities:

Team Leadership and Collaboration:

• Collaborate closely with internal stakeholders, including merchandising, creative, marketing, IT, Planning, Finance, and Fulfillment, to ensure alignment and achievement of digital business objectives.
• Build and lead a high-performance team, fostering a culture of innovation, collaboration, and a continuous improvement mindset. Provide guidance, mentorship, and professional development opportunities to team members, helping them achieve their full potential.

Site Experience:

• Ensure the day-to-day effectiveness of site merchandising, navigation, search functionality, and product presentation, maximizing the customer experience and delivering sale and conversion growth while maintaining the brand identity.
• Own the digital product lifecycle from ideation to launch, including research, defining requirements, and working with development resources across tech and business. Ensure focused initiative prioritization rooted in ROI and customer engagement benefits.
• Provide ongoing tracking and analysis of on-site customer behavior through measurement of site analytics and competitive/market reviews.
• Maintain and evolve a robust testing framework to expand the volume and pace of learning across the business.
• Stay current on relevant technologies to drive consumer experience, including website optimization and personalization. Cultivate strong relationships with external partners, agencies, and vendors to drive innovation and revenue optimization.
• Work cross-functionally to optimize the post-purchase customer experience in terms of wismo, returns, and overall care.
• Lead Insights development of e-commerce data covering key metrics and KPIs (conversion, cohorts, A/B test results, AOV, UPT.) daily, weekly, and monthly.

Digital Marketing and CRM:

• Develop an innovative approach to CRM that leverages customer data to deliver relevant experiences across email, SMS, and site that build customer loyalty and retention.
• Manage external partners to optimize and expand upon existing marketing activities, reporting on ongoing findings, shared industry learnings and best practices.
• Build a scalable digital marketing budget and plan for smart growth while expanding the channel mix and improving key customer and business KPIs and overall profitability. Execute and scale an acquisition strategy through online marketing channels, including search engine marketing (SEM), Paid Social, search engine optimization (SEO), and other digital marketing programs.
• Conduct experiments to constantly improve the effectiveness of spend, including optimizing campaign creative, copy, and audiences.
• Elevate channel and campaign performance analysis and insights development and move quickly to shift spend/focus to maximize cost effective revenue growth. Ensure results are synthesized and shared across the company.
• Champion best practices regarding the measurement of ad effectiveness, especially regarding marketing effectiveness and multi-channel campaign optimization.

Qualifications:

• A proven leader with the ability to recruit, retain and develop a high-performing team.
• Strong Desire to Collaborate and Unlock Potential.
• Strong project management and budget skills, including planning and P&L management.
• Bachelor’s degree plus 10+ years of experience in an end-to-end eCommerce role, ideally for an omnichannel brand with oversight of Digital Marketing.
• Ability to balance analytics and the need for risk-taking, innovation and creativity.
• Proven business skills, including analytical thinking, business acumen, problem-solving/decision making and effective communication.
• Experience developing and managing performance metrics.
• Demonstrated ability to facilitate and lead multi-tasking and prioritization in a fast-paced environment.
• International joint venture/franchise eCommerce experience a plus.

Actual starting pay for this role is determined by a wide array of factors including but not limited to qualifications, experience, relevant skills,, education, and geographic location. Employees are offered a variety of benefits to empower them with the resources and flexibility they need to enjoy success on the job and to live a healthy life. Full-time employees are eligible for medical insurance, dental insurance, vision insurance, health and dependent care FSA, life/ad&d insurance, short term and long term disability, commuter benefits, pet benefits, tuition reimbursement, paid time off and 401(k) including matching. All employees are eligible for employee discounts and EAP Resources. All regular, full-time Brand Support Center employees are eligible for the annual discretionary bonus plan.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.