Job Summary:Director of Global eCommerce Experience is responsible for the end-to-end customer experience in the online channel. They are ultimately responsible for the evolution of the UX (with input from the Director of Merchandising), the content strategy, our community strategy, and how we retain and continue to cultivate our existing online customers through their interactions with our user account. They also are responsible for ensuring that the site adheres to our brand and design guidelines as well as ensuring there are smooth handoffs into the customer service organization to quickly resolve any service issues our customers face with regard to the site, our products or our services. The primary KPIs this role will be responsible for are customer engagement with the site and the community, customer retention, and cross- and up-sell to new and existing online customers. They will be directly responsible for managing the costs associated with content and community. They must also prioritize UX changes to remain within budget while driving conversion, in partnership with the Director of Platform and Technology and the Director of Merchandising.
Responcibilities: § Overall customer experience in the online channel
§ Site UX to drive conversion (in coordination with the product merchandising team)
§ Online community strategy and engagement
§ Online content strategy (in coordination with local and global marketing)
§ Customer account features and functionality to drive engagement, retention and repeat purchases
§ Localization of UX, site content, community, account, and customer service (handoffs into the organization)
§ Owning the global content strategy and roadmap
§ Achieving engagement, conversion, retention and cross- and up-sell targets
§ Managing budget for content and community (execution and localization); prioritizing budget for UX changes to drive conversion; managing budget for overall site localization for new markets
§ Leveraging customer insight and research to inform the online channel roadmap
* Strong understanding of online optimization and trends in the small- and medium-business market.
Must haves:
· Deep and current online and digital customer experience (UX optimization)
· Experience with launching successful online communities and content strategies
· Experience launching sites in new global markets; experience managing sites and teams across multiple time zones, geographies and languages
· Demonstrated success in acquiring and retaining customers online
· Strong customer research/insight background
· Experience with multichannel digital media including mobile platforms
· Experience with digital media (display ads, search, email) and social media
· Experience with P&L management
* Strong communications skills
This Role will be responsible for managing a global portfolio of websites across multiple languages and markets. This will require the leader to develop a keen awareness of these markets, with the customer's needs at the center, to successfully launch our holistic proposition into current and new markets. - Must have experience of doing this.
PLEASE CONTACT Ria Morgan - Head of Digital Practice, Harvey Nash - 0121 717 1925 / ria.morgan@harveynash.com![]()
Responcibilities: § Overall customer experience in the online channel
§ Site UX to drive conversion (in coordination with the product merchandising team)
§ Online community strategy and engagement
§ Online content strategy (in coordination with local and global marketing)
§ Customer account features and functionality to drive engagement, retention and repeat purchases
§ Localization of UX, site content, community, account, and customer service (handoffs into the organization)
§ Owning the global content strategy and roadmap
§ Achieving engagement, conversion, retention and cross- and up-sell targets
§ Managing budget for content and community (execution and localization); prioritizing budget for UX changes to drive conversion; managing budget for overall site localization for new markets
§ Leveraging customer insight and research to inform the online channel roadmap
* Strong understanding of online optimization and trends in the small- and medium-business market.
Must haves:
· Deep and current online and digital customer experience (UX optimization)
· Experience with launching successful online communities and content strategies
· Experience launching sites in new global markets; experience managing sites and teams across multiple time zones, geographies and languages
· Demonstrated success in acquiring and retaining customers online
· Strong customer research/insight background
· Experience with multichannel digital media including mobile platforms
· Experience with digital media (display ads, search, email) and social media
· Experience with P&L management
* Strong communications skills
This Role will be responsible for managing a global portfolio of websites across multiple languages and markets. This will require the leader to develop a keen awareness of these markets, with the customer's needs at the center, to successfully launch our holistic proposition into current and new markets. - Must have experience of doing this.
PLEASE CONTACT Ria Morgan - Head of Digital Practice, Harvey Nash - 0121 717 1925 / ria.morgan@harveynash.com