VP, eCommerce & Customer Care

Location: Fort Lauderdale, FL

Position Overview:
The VP, Ecommerce and Customer Care is a key leadership role that will drive the strategic direction and execution of our e-commerce platform while delivering superior customer service and care. A successful candidate will develop objectives and initiatives to ensure all Ecommerce site functions are executed flawlessly and aligned with the mission, vision, and growth plans of the business.

Additionally, this position will be responsible for overseeing and evolving our customer loyalty programs. The optimal candidate will be both a visionary leader and a hands-on operator, focused on delivering a seamless and engaging digital shopping experience, exceptional customer care, and fostering long-term customer loyalty.

This role is ideal for someone who excels at leading cross-functional teams, is highly data-driven, and thrives in a fast-paced retail environment.

Responsibilities:

Ecommerce Strategy & Revenue Growth:

• Develop, execute, and refine strategies to maximize revenue, including promotions, product recommendations, personalized experiences, and innovative digital marketing techniques. Strategies must align with the broader organizational objectives, driving not only short-term revenue but also long-term customer loyalty and brand growth.
• Identify and capitalize on emerging e-commerce trends, ensuring the brand stays ahead of the competition and continually improves site functionality, user experience, and mobile optimization.
• Lead cross-functional collaboration with marketing, merchandising, inventory planning, and creative teams to ensure the website is visually compelling, easy to navigate, and optimized for conversion and average order value (AOV).
• Regularly present business opportunities to the executive team, making recommendations based on market trends, data insights, and customer feedback.
• Develop, execute, and refine strategies to maximize revenue, including promotions, product recommendations, personalized experiences, and innovative digital marketing techniques.

 User Experience & Web Optimization:

• Lead the optimization of site design, navigation, and performance, ensuring that the e-commerce platform offers an intuitive, seamless shopping experience across devices.
• Work with UX/UI teams to refine and personalize the customer journey, leveraging data insights to implement A/B testing, improve conversion rates, and reduce cart abandonment.
• Stay ahead of mobile commerce trends, ensuring that mobile optimization is a core part of the e-commerce strategy, capturing the growing number of mobile-first consumers.
• Ensure website and mobile platforms maintain strong speed, reliability, and security to optimize the customer experience and maintain high customer satisfaction.

• Oversee the relationship and performance of our outsourced call center partner, ensuring that the team is well-trained, customer-focused, and consistently meeting or exceeding KPIs such as first-call resolution, abandonment rates, and customer satisfaction scores.
• Develop customer care strategies that reflect the brand’s values and enhance customer loyalty, addressing both the efficiency of operations and the quality of service delivered.
• Actively monitor customer care metrics, identify trends or issues, and implement process improvements to ensure a best-in-class experience for every customer interaction.
• Ensure that the call center operates as a seamless extension of our brand, representing our products and service levels with care, while also maintaining cost efficiency.
• Lead the integration of customer feedback across channels (e.g., phone, chat, email) into e-commerce and product strategies, ensuring that customer insights shape business decisions.

 Loyalty Program Management:

• Oversee the ongoing success and evolution of our paid loyalty program, working in close partnership with our vendor to ensure the program drives member engagement, retention, and satisfaction.
• Analyze program performance regularly, utilizing customer insights, purchase behaviors, and program KPIs to continually refine and enhance the value proposition.
• Lead initiatives to expand loyalty membership through targeted campaigns, innovative promotions, and personalized offers that encourage repeat purchases and higher spend.
• Monitor competitive loyalty programs to ensure our offerings remain compelling in the marketplace and continuously improve based on industry best practices and customer feedback.
• Collaborate with internal teams (such as marketing and product) to create exclusive content, perks, and benefits that differentiate our loyalty program from competitors and enhance brand engagement.
• Other duties as assigned.

Qualifications:

• 10+ years retail experience, with a strong emphasis on Ecommerce site development, best practices functionality, and budget management. Proven track record in multi-channel retail environments.
• Expertise in Ecommerce marketing and web analytics.
• Bachelor’s degree in marketing, IT Business, or a related field (MBA preferred).
• Demonstrated success in driving revenue growth through e-commerce strategies and loyalty programs.
• Strong analytical and financial management skills with experience overseeing budgets and vendor contracts.
• Strong expertise in managing outsourced call centers and enhancing customer care through technology and process optimization.
• Excellent communication and leadership skills with the ability to influence and collaborate across functions and levels.
• Proven ability to attract, retain, and develop high-performing teams.
• Track record of completing projects on or before the deadline.
• Ability to make difficult decisions that affect the brand.
• Must be able to read, write and speak English fluently.