Director of Ecommerce, Warehouse

Description

JOB DETAILS:

Level: Director

Exemption Status: Exempt

Primary Work Location: South San Francisco Warehouse 

Position Type: Full time

On-Site Requirement: Full time on site

Travel Requirements: May travel to different sites as needed

JOB SUMMARY

The Director of Ecommerce is a critical leadership role in assisting in the overall growth of the eCommerce business within and outside of the agency. Ensuring the daily operations of the eCommerce business are maintained, this role helps to manage a wide range of responsibilities including all site locations, cross functional coordination, hiring and training new recruits, and building and maintaining internal and external partnerships. Additionally, the Director of eCommerce partners and works collaboratively across the organization and closely with the Retail Operations and Leadership team to grow eCommerce revenue and support positive business outcomes.  

Acting in a broad entrepreneurial role, the Director of Ecommerce oversees the responsibilities of analyzing the business, increase marketing initiatives, challenging the status quo and looking for innovative ways to improve the agency business. 

RESPONSIBILITIES

Leadership

• Develop the eCommerce team and build a strong work culture through motivation, recognition, coaching and correcting individual performance to meet organizational goals
• Managing multiple sites including the East Bay, San Francisco, and Remote Store Specialists
• Oversee full cycle employee management including hiring and training of new recruits 
• Help to develop training and onboarding materials for new team members
• Manage the informal and formal corrective action process of employees
• Foster flexible, creative and innovative thinking in development of supervisors and line staff
• Set clear goals and expectations for direct reports and other colleagues while providing guidance on how to achieve these standards
• Act as the main point of contact for cross-divisional projects and key partnerships 
• Hold others accountable while building a culture of safety, learning and belonging
• Extend recognition for accomplishments and help to resolve any issues or conflicts 

Cross-Functional Partnership and Communication

• Primary partner contact for all lines of business to eCommerce. 
• Build and manage cross functional relationships within the agency and outside the agency. 
• Act as proponent for best agency path forward as a voice of eCommerce, with big picture perspective and support 

Revenue Generation

• Responsible for overall revenue generation for all eCommerce through daily management of sales related activities utilizing Business Intelligence Tools, defined KPI’s, and other defined metrics while driving top line results
• Challenges the status quo for improved productivity and sales 
• Maximize resale value for products
• Monitors appropriate Service Level Agreements of online marketplace health.
• Maintains continuity of work operations by documenting and communicating needed actions to management, discovering irregularities and determining continuing needs.
• Sustain partnership between Retail Stores and eCommerce. 
• Manage and maintain quality standards to defined metrics
• Reduce shrink and improve customer satisfaction by maintaining inventory integrity and minimize risk through training, accountability and loss prevention methods
• Oversee staff scheduling while adhering to established goals and financial targets 
• Collaborate with the marketing team and other colleagues to enhance strategy for online marketing and promotion of online 

Reporting

• Maintains profitable business through managing costs, P+L review and reporting, and looking for cost savings opportunities
• Participate in design, implementation, production, and maintenance of financial and budgetary reports
• Responsible for ensuring payroll completed accurately and on time and for biweekly payroll review of staff 

Customer Support

• Facilitate and foster effective communication and collaboration with internal team, internal partners, external partners and customers
• Overall responsibility for external customer service and deliver exceptional customer support engagement
• Handle and address escalated customer complaints with a focus on conflict resolution and prevention of issue escalation

Operations

• Responsible for maintaining a safe wo