Head of E-Commerce and Customer Service

Head of E-Commerce and Customer Service

About the Company

Globally acclaimed luxury brand

Industry

Luxury Goods & Jewelry

Type

Privately Held

About the Role

The Company is seeking a Head of E-Commerce and Customer Service to lead its digital strategy across the US and Canada. The successful candidate will be responsible for overseeing website operations, merchandising, and customer service teams to ensure a seamless omnichannel experience. This role involves leading the planning and execution of digital and omnichannel projects, driving UX innovation, and aligning service excellence and site merchandising initiatives with the brand's vision to meet commercial and strategic goals. The Head of E-Commerce and Customer Service will also be tasked with leading a robust digital and customer service team, providing guidance, mentorship, and support, and will be expected to champion the company's values of creativity, diversity, innovation, and excellence in client journeys. Applicants for the Head of E-Commerce and Customer Service position at the company should have a strong background in digital strategy, e-commerce, and customer service. The role requires significant cross-functional collaboration within a global organization, so experience in a matrixed environment is essential. The ideal candidate will have a proven track record in driving commercial KPI goals and strategic goals for digital channels, as well as a deep understanding of UX, service excellence, and site merchandising. A leadership style that is in line with the company's values, including a commitment to sustainability and inclusion, is also a key requirement. The role offers a unique opportunity to oversee a meaningful business and team, with a focus on the North American market's share of the brand's digital business.

Travel Percent

Less than 10%

Functions

• Ecommerce
• Operations