Job Summary
At Monin, we believe exceptional customer experiences start with exceptional teams.
We are seeking a strategic, customer‑focused, and operational Director of Websites & Ecommerce to lead the continued evolution of Monin Americas’ customer experience and ecommerce business. This role is an exciting opportunity to shape the future of Monin’s web and ecommerce channels, lead a talented and growing team, and create meaningful experiences for customers across Monin.us, Monin.ca, Monin.mx, Monin.lat, Amazon, ecommerce marketplaces, and Expressway, our B2B ecommerce site.
This Director of Websites & Ecommerce will lead and develop a high‑performing ecommerce team while driving operational excellence, business growth, innovation, and continuous improvement across Monin’s digital channels. The ideal candidate is a strategic, analytical thinker and hands‑on operational leader who thrives in a collaborative, fast‑paced environment, understands how to balance multiple priorities, and is passionate about developing people, delivering exceptional customer experiences, and building scalable solutions.
Key Responsibilities
- Ecommerce Strategy & Marketplace Leadership:
- Lead the continuous improvement of Monin Americas’ web and ecommerce experience, identifying opportunities to better serve customers through personalization, subscriptions, loyalty, reviews, search, recommendations, and emerging ecommerce technologies.
- Lead ecommerce strategy and execution across Monin Americas’ websites and ecommerce channels to deliver an exceptional customer experience while supporting customer engagement, acquisition, retention, and lifetime value.
- Lead and support Amazon and ecommerce marketplace growth strategies, performance optimization, partner management, operational improvements, and expansion opportunities.
- Identify opportunities to scale ecommerce performance through innovation, AI adoption, automation, operational improvements, and data‑driven decision‑making.
- Own ecommerce business performance, KPI tracking, budget management, and sales accountability across Monin.us, Monin.ca, Monin.mx, Monin.lat, Amazon, ecommerce marketplaces, and Expressway, our B2B ecommerce site.
- Support future ecommerce expansion opportunities, marketplaces, and emerging digital business initiatives.
- Customer Experience & Compliance:
- Oversee the daily operations, optimization, and performance of Monin Americas’ Shopify Plus ecommerce websites.
- Leverage expertise in Shopify Plus, Salesforce, and related ecommerce technologies while quickly learning new platforms, such as MRD (Monin Recipe Database), to identify opportunities to improve customer experience, efficiency, and performance.
- Ensure websites deliver a seamless, customer‑first experience while maintaining high standards for functionality, performance, accessibility (ADA/WCAG), SEO, privacy, tax, security, and regional ecommerce compliance requirements across all markets.
- Lead UX, personalization, and customer experience optimization initiatives, including A/B testing, search optimization, recommendations, loyalty, subscriptions, reviews, customer messaging, and retention programs.
- Partner closely with Customer Support teams to continuously improve the customer journey, resolve issues, gather feedback, and enhance the overall ecommerce experience.
- Partner with Legal, Finance, IT, and Customer Support teams to maintain and improve processes related to privacy policies, customer data management, tax compliance, accessibility, and regional ecommerce regulations.
- Monitor website analytics, customer behavior, conversion performance, and operational KPIs to identify trends, opportunities, and improvement action plans.
- Team Leadership & Talent Development:
- Lead, coach, and develop a multifaceted Websites & Ecommerce team, fostering a culture of accountability, collaboration, customer‑centricity, innovation, and continuous improvement.
- Create an environment where team members feel empowered to take ownership, contribute ideas, develop new skills, and grow.
- Provide clear prioritization, coaching, development opportunities, and performance management support to team members across ecommerce channels and responsibilities.
- Empower team members to become strong decision‑makers, effectively manage priorities, communicate cross‑functionally, and take ownership of their business results.
- Establish scalable workflows, prioritization processes, and operational best practices to improve efficiency, execution quality, and team effectiveness.
- Support career growth and professional development opportunities.
- Cross‑Functional Collaboration & Operational Excellence:
- Foster strong cross‑functional partnerships that enable teams to move quickly, communicate effectively, and deliver exceptional customer experiences.
- Partner closely with Marketing, IT, Customer Support, Sales, Communications, Product, Finance, Legal, and external partners to align ecommerce initiatives with business goals and customer needs.
- Partner closely with IT Web Development team to troubleshoot issues, identify opportunities, develop solutions, and lead website enhancements, new functionality, integrations, and continuous improvement initiatives.
- Collaborate with internal and external developers, agencies, Amazon partners, marketplace partners, and solution providers to support website development, integrations, operational improvements, and marketplace growth.
- Lead ecommerce project prioritization, workflow alignment, and operational coordination across teams and stakeholders.
- Ensure efficient, accurate, and scalable execution of ecommerce projects, launches, promotions, campaigns, and operational initiatives.
- Data, Reporting & Performance Management:
- Develop and maintain forward‑looking action plans and business priorities aligned with customer experience goals, growth opportunities, and operational needs.
- Analyze website, marketplace, customer, sales, and campaign performance data to identify trends, opportunities, and actionable business insights.
- Lead monthly and quarterly ecommerce performance reporting with clear recommendations and action plans tied to business goals, KPIs, and channel growth opportunities.
- Monitor and optimize ecommerce KPIs including traffic, conversion rate, average order value, retention, subscriptions, reviews, customer satisfaction, marketplace performance, and sales growth.
Qualifications & Requirements
- Bachelor’s degree in Marketing, Business, Ecommerce, Digital Marketing, or related field.
- 5–8 years of experience in ecommerce, digital marketing, website management, and Amazon/ecommerce marketplace management.
- Proven experience managing Shopify Plus ecommerce websites and related ecommerce technologies.
- Strong understanding and hands‐on experience with Amazon, ecommerce marketplaces, marketplace operations, and marketplace growth strategies.
- Strong understanding of ecommerce strategy, customer experience optimization, digital merchandising, personalization, retention, subscriptions, loyalty, reviews, search, recommendations, and conversion optimization.
- Experience managing ecommerce business performance, budgets, KPIs, and sales accountability across multiple channels and markets.
- Understanding of regional ecommerce compliance requirements, privacy policies, accessibility standards (ADA/WCAG), customer data management, tax compliance, and ecommerce best practices.
- Strong analytical, operational, leadership, and project management skills.
- Experience leading and developing teams in a fast‑paced, collaborative environment.
- Ability to prioritize with tight timelines and high project volume.
- Ability to balance strategic leadership with operational execution and prioritization.
- Strong communication, problem‑solving, organizational, and cross‑functional collaboration skills.
- Experience using project management and workflow tools such as ClickUp or similar platforms.
Preferred Skills
- Experience with Shopify Plus ecosystem tools including personalization, loyalty, subscriptions, search, recommendations, reviews, customer messaging, and retention platforms.
- Familiarity with Zendesk, AI customer support tools, and emerging AI marketing technologies.
- Experience with Google Analytics, Looker Studio, KPI dashboards, and ecommerce reporting tools.
- Experience collaborating closely with IT teams, developers, and external agencies.
- Knowledge of AI‑driven marketing strategies, automation, and ecommerce innovation trends.
- Experience scaling ecommerce teams, workflows, and operational processes.
- Experience supporting international ecommerce businesses across multiple regions and languages.
What We Offer
- Opportunity to lead and shape the future of Monin Americas’ ecommerce business and customer experience strategy.
- Ability to drive measurable business impact through ecommerce growth, marketplace expansion, innovation, and operational excellence.
- Collaboration with talented cross‑functional teams and industry professionals.
- Supportive, innovative, and growth‑focused team culture.
- Opportunities for professional growth and leadership development within Monin.
Monin is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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