Director of Ecommerce
The Director of Ecommerce will lead the ecommerce business for the brand, owning its revenue performance, customer lifecycle strategy, and digital channel growth. This role is responsible for building a high-performing online business – driving customer acquisition, improving conversion, strengthening retention, and increasing lifetime value. You will oversee ecommerce operations, site experience priorities, digital merchandising, CRM/loyalty, and performance analytics.
You will partner closely with Marketing, Creative, Merchandising, Operations, Customer Service, Finance, and IT to ensure our website reflects the brand, drives growth, and delivers a seamless luxury shopping journey. As the channel scales, this role will contribute to building future ecommerce team capabilities.
Key Responsibilities
Ecommerce Business Ownership
- Own ecommerce revenue performance, forecasting, KPIs, and business planning.
- Drive customer acquisition, conversion optimization, AOV, repeat purchase, and LTV growth.
- Identify new revenue opportunities, business models, partnerships, and digital growth initiatives.
Digital Experience Leadership
- Prioritize site improvements and UX optimizations that increase conversion and customer trust.
- Partner with internal design, marketing, and technical teams to deliver intuitive, conversion-driven experiences.
- Champion a luxury, customer-centered digital experience from discovery through post-purchase.
- Establish and lead a structured CRO roadmap, utilizing A/B and multivariate testing to validate hypotheses, reduce friction, and systematically improve conversion rates across the funnel.
Merchandising, Pricing & Go-to-Market
- Oversee digital merchandising, storytelling, and promotional execution with brand alignment.
- Ensure the ecommerce calendar aligns with brand campaigns, new collections, and seasonal strategies.
- Support pricing, message hierarchy, product presentation, and digital-focused launches.
Customer Lifecycle, CRM & Loyalty
- Lead digital retention strategies, CRM, email/SMS lifecycle journeys, and personalization.
- Build and strengthen loyalty, referral, and advocacy programs that foster long-term relationships.
- Use behavioral insights to tailor messaging, content, and offers to customer segments.
Data, Analytics & Performance Optimization
- Own ecommerce dashboards, insights, and reporting for senior leadership.
- Analyze performance across traffic, conversion, merchandising behavior, and acquisition/retention effectiveness.
- Translate data into actionable strategies that maximize revenue and profitability.
Cross-Functional Collaboration
- Partner with Operations, Supply Chain, Customer Service, and Finance to ensure a seamless customer journey — from purchase through fulfillment and after-sales support.
- Collaborate with IT and external resources on platform and Martech needs, without technical ownership.
- Improve cross-functional alignment, communication, and ecommerce processes.
Qualifications
- 8–12+ years of ecommerce leadership, owning revenue and channel growth.
- Experience scaling ecommerce for a retail, fashion, jewelry, luxury, or premium consumer brand strongly preferred.
- Deep understanding of ecommerce KPIs, acquisition, digital merchandising, UX/UI best practices, and CRM lifecycle strategies.
- Strong analytical and commercial problem-solving skills; able to influence using data.
- Experience collaborating with leaders across Marketing, Merchandising, Operations, and Customer Service.
- Customer-obsessed decision-maker who values brand storytelling and business results equally.
- Thrives in a fast-paced, founder-led, growth-oriented environment.
Salary $175,000-$200,000 + Bonus
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