CREATIVE GOODS
Director, Ecommerce Operations
THE OPPORTUNITY:
CREATIVE GOODS is a dynamic full-service merchandising company based in NYC with a bold vision for the live entertainment space. Our experienced team of industry professionals works to establish partnerships that are built on trust, allowing us to better serve clients through clear communication, a streamlined workflow and creative product that captures the imagination.
THE ROLE:
The Director, Ecommerce Operations will own the agency’s ecommerce vertical, managing internal teams on all deadlines and deliverables, in line with client needs and needs of the business. This individual will work with internal teams, clients, agencies, and developers to create a seamless user experience for customers and increase engagements across all digital channels. This is a hands-on role with an equal mix of strategic development and operational execution. This role reports to the Managing Director and is based in our NYC Garment District office.
WHAT YOU’LL DO:
Product Catalog Management
- Manage the full online catalog across all agency operated sites (in all territories) - product data, descriptions, images, pricing, categories, and inventory sync with our fulfillment center and retail outlets.
- Set and enforce standards for product content so every listing is consistent, accurate, and easy to find.
- Keep the catalog clean - retire discontinued items, fix errors, and improve search and navigation.
- Partner with purchasing, logistics, marketing, and client services for all product and site launches.
- Build and run a repeatable launch process that efficiently works for all teams.
- Manage all pre-orders with purchasing and fulfillment teams, ensuring clear and consistent customer messaging.
Site Development & Compliance
- With the aid of our ecommerce strategic partner agency (OneLive), keep our websites running and compliant.
- Own the relationship with 3PL fulfillment center and OneLive to deliver the best possible online experience.
- Regularly review shipping costs and metrics across all territories, optimizing agency costs.
Customer Experience
- Implement and oversee in-house CRM platform (Zendesk).
- Manage in-house Customer Experience Associate and third-party partners in international territories to offer five-star satisfaction across all channels.
- Review and implement both internal and external policies and procedures alongside Customer Experience Associate to maximize efficiency and support the customer experience.
- Report on CRM metrics and initiatives.
Grow Online Sales
- Own the plan to grow ecommerce revenue across territories with agreed upon goals YoY.
- Track and report on key metrics
- Find and test ways to improve the customer experience, prioritizing omnichannel experiences when possible.
- Oversee Sr. Manager, Marketing and partner on customer growth initiatives through paid and organic digital ads, social, and email marketing.
REQUIRMENTS:
- 3-4 years of experience in product catalog management, ecommerce project management or similar at an agency or in-house role.
- 2 or 4-year college degree, or equivalent work experience.
- Excellent verbal and written skills.
- An organized team player, with a positive attitude and collaborative mindset.
- Hands-on experience managing a large product catalog and running product launches.
- Data lover that can turn metrics into strategy.
- Social wiz that knows how to effectively and efficiently engage consumers.
- Deep working knowledge of Shopify and NetSuite highly preferred.
- Basic understanding of site development/coding preferred, but not required.
- A self-starter, figure it out attitude. You’re happy to be hands-on, and you thrive without a big team or playbook.
COMPENSATION & BENEFITS:
The gross salary for this role is commensurate with experience and ranges between $85,000 to $95,000 annually - it is an exempt position and not eligible for overtime. As a full-time employee of Creative Goods Merchandise, LLC, this position is eligible to participate in the Company’s comprehensive benefits program following a 90-day waiting period for new enrollees. This program includes medical, dental, and vision care, core life, accidental death and dismemberment, and disability coverage. After a year of service in any position, full-time employees are eligible to enroll in the 401(k)-retirement account. Benefits are subject to the changes Creative Goods may make from time to time to its benefits programs.
CREATIVE GOODS provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.