In 1990, Elemis began its exceptional journey in becoming the leading luxury British Spa and Skincare brand used by over 6.5 million people a year. Defined by nature and led by science, the successful combination of natural active ingredients with cutting-edge technology has enabled Elemis to bring to market some of the most influential anti-aging products and professional spa-therapies the beauty industry has ever seen. Celebrating over 20 years of excellence, Elemis professional spa-therapies and products are available through an elite network of over 1600 spas and salons around the world, including the Elemis day-spa flagships in London, Miami and Bangkok. From exclusive salons, lavish cruise line spas and leading retail stores, to some of the world’s most luxurious 5-star spa resorts, an Elemis treatment anywhere in the world is guaranteed to offer outstanding results.
The E-commerce Director will support strategy, planning and lead delivery of the customer experience for ELEMIS.com and key retailer.com businesses within the US market. Reporting to the Senior Director, Digital, the role will focus on conversion, acquisition and customer experience to drive overall business results in the digital space, leading oversight of performance media, merchandising, search optimization and site experience. Working collaboratively within the integrated digital team, spanning across CRM, PR and Social Media, this role is key in delivering accelerated growth in ELEMIS online business and bridging together full-funnel customer experience with a customer-centric lens.
Responsibilities and Duties
Lead digital conversion strategy, planning and execution of sales targets, promotions and brand experience for ELEMIS US across ELEMIS.com and key retailer.com sites; QVC, Nordstrom, Amazon and collaborate with TimetoSpa.com team.
In partnership with Senior Director, contribute to integrated digital calendar, leading strategic planning of key promotions, sampling, offers, programming and special activations tightly targeted toward the US consumer and conversion goals.
Manage and drive media agency to deliver service and ensure results across performance tactics; non-brand search, affiliate, display and performance paid social with a view to establish strategic media plans for driving conversion and acquisition of new customers in close collaboration with PR, social media and digital awareness leads to deliver cohesive media plans and messaging.
Manage two direct reports; Manager and Associate to deliver e-commerce excellence across brand site experience, merchandising, maintenance/refresh of content, execution of special projects/tools, SEO, A/B testing and recurring reporting to improve performance/effectiveness.
Partner closely with CRM to develop best-in-class customer service and retention strategies/experiences to drive repeat purchase and loyalty in the digital space across e-mail marketing, gifting, service tools and innovative multi-channel loyalty programs.
Work closely with key teams and stakeholders across Marketing to strategize and support the brand’s global image, execute ongoing integrated programs, support new product launch initiatives, and ensure synergy across the business
Support QVC-specific strategies to support channel, drive tune-in and acquire/cultivate new customers. Partner with internal team (QVC and Digital) and QVC merchant team to craft strategies and planning to drive maximum results for the broader business.
Contribute to planning and lead implementation of digital campaign experiences to support key product launches, brand stories and strategic partnerships across key digital channels, such as (but not limited to) mobile apps, sweepstakes, targeted landing pages, sampling programs and interactive content.
Deliver strong, strategic and clear on-going reporting for the online business, leveraging attribution modeling where possible to effectively measure ROI and identify key performing channels and tactics for continuous optimization.
Monitor and maintain spending and budgets
Liaise and partner with UK-based digital engagement team to identify opportunities and implement new site features/tools/technology to improve user experience and business performance, leveraging US consumer experience and expertise to ensure optimal local relevance for the US consumer.
Qualifications and Skills
Minimum 7-10 years of experience leading an E-commerce business within the US
Strong background in site management and performance media; branded search, affiliate marketing, retargeting , email marketing etc
Proven record of successful management of an e-commerce business, experience in beauty/fashion preferred
3+ years people management experience
Strong recent working knowledge and expertise in the digital space,
Experience with QVC, Amazon and US retailer online businesses a plus
Proficiency in Word, Excel and Powerpoint programs