Director of Ecommerce & Digital Experience

Our client in the home goods space is hiring a Director of Ecommerce & Digital Experience!

The Director of Ecommerce & Digital Experience will own our digital customer experience end-to-end: how customers discover, evaluate, buy, and stay with us. You will set the ecommerce vision and roadmap, lead conversion and customer journey strategy, and run the day-to-day execution that turns ideas into shipped improvements. This includes owning the website as a product, building a disciplined testing and optimization program, and defining our mobile app strategy as a retention channel.

The ideal candidate will be data-driven and analytical, able to translate customer insights into digital product decisions, strong PM and requirement definition skills, and have a passion for and experience in ecommerce or product management. They should be highly collaborative and excited to toggle between high-level strategy and detailed execution.

Responsibilities and Duties

• Own our digital experience, evolving the site beyond transactional ecommerce toward the our company's vision. Develop and own the roadmap and lead the digital product and UX strategy. Collaborate with creative on site content strategy (e.g. how-to videos, positioning, etc.)
• Define the ecommerce vision and multi-quarter roadmap, identifying the highest-impact levers to drive revenue, conversion, and retention. Own and optimize vendor / tech landscape for .com, leading RFPs, negotiations, etc.
• Define and lead the mobile app strategy from scratch, establishing the app as a core owned channel for retention and competitive advantage. Set product and UX direction and partner with external engineering (with a path to in-house).
• Develop a deep understanding of customer behavior and friction, using qualitative and quantitative insights to prioritize experience improvements and bring CRO strategy in-house over time.
• Partner with the Head of CX to translate voice-of-customer insights into site and product strategy, directly leading customer research where needed.
• Own the digital execution of sales, product launches, and partnership activations, ensuring cohesive storytelling and flawless on-site experiences.
• Manage the end-to-end customer journey, from first touch through retention. Align CX, Creative, and Marketing (Paid, Lifecycle, Partnerships) around a clear, cohesive experience, and drive internal clarity on what experience we are building and why.
• This is a senior individual contributor role that will own our digital customer experience.

Qualifications and Skills

• Bachelor’s Degree and equivalent work experience in a highly analytical role
• 5-8+ years of experience across UX, CRO, digital product management
• Experience managing design and engineering teams, and other technical resources
• Experience architecting an ecommerce strategy from the ground up (e.g. implementing testing roadmaps, rigor, ways of working, etc.)
• Mobile app development experience is a plus
• Strong leadership & communication skills: listen, reflect, and proactively learn
• Ability to work effectively with different groups of individuals – a team player
• Ability to manage multiple moving pieces – hard working, organized, and results oriented individual
• Strong time management and prioritization skills
• Excitement for startups and building a company from the ground up

Salary and Benefits

• Base salary + bonus and equity
• Fully paid medical, dental, and vision
• Opportunity to contribute to 401k
• Discretionary PTO plus 11+ paid holidays
• LA-based hybrid team