Director, Ecommerce & Marketplace

Job Summary: The key mission is to establish the long-term strategy and execution of the digital sales between owned digital channels as well as marketplace to drive aggressive growth levels. The key goal is to help the consumer make a purchase decision, no matter where they want to make that purchase - a drive to increase loyalty and lifetime value of consumers in a channel agnostic omnichannel environment. The person in this role plays a key leadership role and is a member of the Global Gibson Brands Commercial Leadership team. Leads digital transformation and establishes the capabilities to enable world class commerce experiences in terms of playbooks, product and services storytelling, and operations. Provides leadership to his/her team and builds a winning culture. Motivates, coaches, and empowers to deliver excellent service and business results.

Essential Functions:

• Set annual, quarterly, and monthly targets (KSDs and KPIs), track and report progress. 
• Reporting: Establish KPIs and tracking mechanisms to manage key metrics: Monitor, evaluate and report site and sales performance, key KPIs, order management / flow, delivery times, etc.
• Build a management reporting dashboard (high level and consolidated) as well as operating reports and activity trackers.
• Schedule and lead weekly and monthly performance team review calls.
• Develop Ecommerce / Marketplace Playbook, documenting mission, objectives, protocols, policies, processes, and guidelines.
• Develop and maintain ecommerce-related product storytelling calendar. 
• Develop testing plan to ensure the site experience will drive efficient consumer journeys through conversion.
• Establish Consumer Feedback loop to DTC and Brand Leadership (and QC where needed)
• Directly manage dedicated ecommerce and marketplace teams
• Set objectives and conduct performance reviews; evaluate performance and address capability gaps.
• Recognizes and rewards high performance and role model attitude.
• Provide development and growth opportunities.
• Support EMEA, China and Japan teams as ‘Subject Matter Expert (Center of Excellence)
• Establish integrated digital platforms to enable world class service capabilities. 
• Enable seamless Omnichannel Order Management, considering EDI for Key Accounts, Sales Portal for DTD, Distributor, DTX and DTC.

• Partner with Demand and Supply Operations, the Credit Department, Sales Ops and BDMs to develop an effective order process. 
• Maintain Account Master and Orderbook Integrity
• Enable Order Confirmation, Estimated Shipping Date Communication and Final Shipping Date Confirmation cadence
• Achieve On-Time and In-Full delivery performance. 
• Ensure actual inventory level / location visibility; work with Operations and Sales Ops to manage Safety Stock (Replenishment Stock) levels
• Prepare, participate in, and/or lead projects as required.

Required Skills/Abilities:

• Ability to Demonstrate transformational leadership in elevating service levels into a competitive advantage.
• Demonstrate an understanding of different organizational departments and functions.
• Skilled in building integrated system architectures and networks enabling first class service solutions.
• High digital acumen: understanding of dealer and consumer service technology (e.g., Salesforce CRM, B2B Sales Portal, CS Tele Communication Systems, Omnichannel Communication Platforms) 
• Skilled in developing and operating a best-in-class Dealer and Consumer Service Operation
• Technical and Functional team training skills 
• Fluent communication skills in English
• Ability to remain objective and exercise good judgment, decision making, diplomacy and discretion.
• Excellent problem solving and conflict resolution skills.
• Ability to maintain confidentiality and deal appropriately with sensitive issues.

Education and Experience:

• 10+ years’ relevant work experience in leading ecommerce / digital sales
• Experienced/Proficient in Microsoft Word, Power Point, Excel, and Outlook and Dealer & Consumer Service Business Tools
• Experience in working in a dynamic global premium branded consumer goods company is preferred. 
• Experience in an international matrix organization (experienced to successfully work in a multi-stakeholder, international environment and navigating a matrix organization)
• Post-secondary education in Business/Marketing or related area or equivalent experience (Bachelor/master’s degree)

The company’s Job Descriptions are not intended to be a complete detailed account of all expected/anticipated activities. We operate in a fast-moving and competitive global environment and therefore need employees to be flexible. 

FOR YOUR SECURITY AND PROTECTION - PLEASE NOTE THAT ANY CORRESPONDENCE FOR POSITIONS WILL BE EITHER FROM ADP/WORKFORCE OR FROM A GIBSON.COM EMAIL ADDRESS.