Director of Ecommerce, Warehouse

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 working environment through overseeing monthly safety inspections, training staff on safety practices and ensuring a safe and hazard-free workplace
• Work with Loss Prevention to ensure company assets are protected at all times
• Manage, review, maintain, and when necessary uncover new vendor relationships.
• Work irregular hours and be on call to handle any issues that arise as needed

Strategy

• Maintain and adapt, as well as design and implement, eCommerce processes and procedures in partnership with VP across the organization
• Set daily, weekly and monthly priorities in partnership with eCommerce leadership and cross functional business partners
• Identify and champion strategic business opportunities, seeking process improvements through new technologies, partnerships and best practices.
• Develop and execute on strategies that strongly focus on local initiatives while encapsulating global impact

• Four (4) years’ experience in eCommerce operations or sales
• Two (2) years of supervisory and/or management experience in Retail, eCommerce, or other physical goods related sales
• Two (2) years of hands-on experience in secondhand marketplaces, with Goodwill or other Thrift related business
• Strong ability to work cross functionally through partnership and communication.
• Demonstrated comprehensive knowledge of eCommerce sales channels, SAS applications and CRM solutions
• Robust entrepreneurial background with proven success in driving topline sales and optimizing gross profit
• Extensive knowledge and interest in up-to-date ecommerce best practices, software, trends and KPI
• Knowledge in KPI development, deployment, and SOP implementation
• Ability to implement strategic plans and objectives
• Exceptional leadership, coaching and communication skills
• Customer driven and able to turn feedback into actionable improvement
• Highly organized with excellent planning, collaboration and team building skills
• Capable of working with limited supervision and an ability to meet deadlines
• Excellent oral and written communication skills and the ability to conceptualize product descriptions that are compelling to SF Goodwill customers
• Effective decision-making skills and the ability to balance multiple data points to analyze, research and problem solve within an ambiguous, fast-pace environment
• Demonstrated effectiveness collaborating with all levels of an organization and promoting a culture of teamwork to achieve organizational goals
• Ability to work in a diverse environment with different cultural backgrounds and experiences