Duke University Stores – Durham, NC – Duke University
Immediate opening for a full time eSTORE Assistant General Manager. The Assistant General Manager will take the lead role in providing developmental, operational, organizational, and financial direction for the overall activities of the eSTORE.
Manage all aspects of the eSTORE business including but not limited to, website design, web analytics, web technologies, customer service, staff development, merchandising, business planning, order fulfillment, sales, inventory levels, loss prevention, content strategy and development, promotional campaigns and other online marketing.
Serve as the lead for the eSTORE organization for cross functional partners acting as a project manager to evaluate, prioritize, develop, manage, implement and test eSTORE initiatives.
Partner with key cross-functional team members to ensure all relevant organizational goals and implications are factored into eCommerce projects.
Manage the user experience of the website including but not limited to site navigation, content development, checkout funnel and promotional campaigns.
Develop and oversee eSTORE content to ensure efficiency, accuracy and timeliness of all web content.
Manage all aspects of web analytics related to eSTORE, utilize information to enhance financial and service performance, and communicate relevant information to team members and others as appropriate. Recommend product or service enhancements to improve customer satisfaction and sales potential.
Build and direct a cohesive team of internal and external personnel to ensure eSTORE enhancements and success. Oversee, mentor and manage eSTORE team members with a specific focus on their on their performance, career growth and advancement.
Lead the development and execution of strategic and tactical business plans. Develop and execute strategy to drive rapid, above-market, profitable growth in the e-commerce channel, while achieving sales and margin objectives. Set short- and long-term sales strategies and evaluate effectiveness of current sales programs.
Increase customer retention and lifetime value through effective use of customer/web analytics, CRM techniques, targeted marketing, etc.
Collaborate with the retail, sales, and marketing teams to leverage digital capabilities to help drive sell-through in brick-and-mortar stores.
Ensure strong customer satisfaction among eSTORE customers, working with internal and external resources to meet and exceed customer expectations.
Identify, select and manage external technology and business partners; ensure they meet performance and cost objectives.
Prepare annual budgets, provide ongoing results analysis and forecasting, and drive prioritization of eSTORE investments through quantitative business justification.
Maintain and improve our complete digital brand and ecommerce experience.
Develop and implement online promotions that drive revenue and margin.
Stay highly informed of emerging digital trends and techniques to drive.
Education: BA/BS degree – Ideally in Business, Computer Science, Management Information Systems or Business/Internet Marketing. MBA preferred.
Experience: Previous experience operating in a multi-channel environment (wholesale, brick-and-mortar retail, direct mail, online) a big plus. Work generally requires ten years business and management experience in the relevant areas and a proven successful track record including direct experience in purchasing and preferably in managing the replenishment of collegiate apparel and other items in a high-volume collegiate retail environment. Non-collegiate retail experience will also be considered. Experience with Sequoia retail systems a plus.
OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE
Proven leadership of large retail eCommerce projects
10+ years' experience in retail ecommerce, digital marketing, direct marketing, and/or related disciplines.
Extensive knowledge of e-commerce technology and sophisticated analytics
Demonstrated strong business judgment and decision-making skills; ability to identify, prioritize, and articulate highest impact initiatives
Proven track record in building a successful, fast-growing ecommerce business, apparel/fashion experience a big plus.
Strong proficiency in online merchandising, user experience design, and usability best practices.
Analytically driven approach to management and decision-making, with strong proficiency in web analytics, performance digital marketing, customer segmentation and analytics, and testing/optimization techniques.
Track record of innovative strategic thinking combined with pragmatic, roll-up-the-sleeves execution and results delivery.
Ability to work across functions and within within a team to catalyze change in a positive, collaborative, and transparent way.
Demonstrated leadership in recruiting, retaining, and managing a high-performing team.
Excellent written and verbal communication skills, with the ability to communicate complex concepts and analyses up and down the organization.
Proven ability to drive traffic, optimize advertising spend, and grow eCommerce sales (ideally proven in multiple previous experiences)
Self-starter that proactively analyzes results and develops quantitative conclusions.
Strong execution skills a must, along with great attention to detail.
Demonstrated ability to prioritize and manage multiple tasks.
Critical thinking, problem solving, decision-making, and analytical skills. • Excellent verbal, written communication skills.
Team player interested in maximizing the performance of the team with experience coaching employees who successfully achieve the next level in their careers
Creative flair and enthusiasm for new ideas and concepts
Strong vendor management ability
Ability to initiate and follow through on projects in a timely and responsible manner