INTERMIX is known for curating the most exciting mix of product from luxury and emerging designers. We’re all about delighting our customers by helping them to discover trends, designers and notably special pieces.
Our unique culture blends an obsession with fashion with a powerful entrepreneurial energy. Online and in our stores — where merchandise is hand-selected — we’re devoted to one-on-one service and styling, driven by data and on-the-ground insights that – at the end of the day, help us make our customers feel effortlessly chic. If you’re bold, curious, and want to be part of an innovative approach to fashion, join us.
About the role
The Director of e-Commerce Operations is responsible for leading a team that delivers an innovative and engaging customer experience, develop strategic direction, expand the desktop and mobile capabilities, establish and manage the end to end digital product roadmap, and drive the day to day ecommerce business. The individual will develop, mentor, and lead a broad, multi-functional team consisting of digital operations, site content, site merchandising, product copy, technical management with internal and external third parties, and customer care teams. The ideal candidate will enjoy leading within an entrepreneurial environment, being equally comfortable driving strategy and being in the details of the business.
What you'll do
Creates and owns e-Commerce technology roadmap: inclusive of strategy, budget, PM ownership, execution and maintenance. Partners with IT lead and is responsible for sprint planning, uat and production pushes.
Manages all order, inventory and payment processes. Works in close partnership with IT, Fulfillment center and stores to trouble shoot, manage any exception handling and manage new releases.
Uses data to translate business needs/strategy into a relevant customer experience development plan, leading to concrete UX and site experience, content, and technical requirements. Creates personalized onsite journeys; member of the personalization strategy team.
Benchmarks improve/establish, and track SOPs and SLA targets across ecommerce operations, and technology for rapid growth with a weekly reporting cadence. Collects, analyzes and utilizes key business metrics to drive conversion and revenue objectives
Partners with Digital Marketing, Creative and Analytics to develop and test innovative site design enhancements including homepage and PDP redesigns
and overall site experience
Oversees merchandising of product throughout the site to achieve demand targets and improve the customer experience
Orchestrates compelling brand and product assortment storytelling across the site, driving brand differentiation and exploration through the duration of the consumer journey
Leads evolution of Customer Service strategy and execution including our Ship from Store program, fulfillment, communication plans, and product
delivery. Owns executive reporting on customer experience.
Who you are
BA in Business, Finance, Marketing and 7+ years of experience in a
retail digital environment with leadership level experience in eCommerce. Fashion experience preferred
Experience in SFCC and Oracle OMS preferred. Must be highly knowledgeable in order management, warehouse management and payment processing systems
Strong merchandising experience; multi brand retailer preferred, with capacity to continuously drive innovation and inspire the organization to achieve and exceed its objectives
Proven experience building and leading a Digital/eCommerce operation, from conception through delivery with quantifiable results in a multi-channel environment
Strong leadership skills; ability to coach and mentor large team with proven talent management experience providing coaching and mentoring staff to solve problems, make independent decisions, and work effectively under pressure
Strong interpersonal skills and ability to effectively communicate and collaborate on complicated concepts and recommend courses of action
Strong project management skills, ability to complete projects on time, problem-solving skills and ability to translate analytic data into strategic ideas
Benefits at Intermix
- A generous merchandise discount on select designers at Intermix and 50% off regular-priced merchandise at Gap, Banana Republic and Old Navy, 30% off at Outlet and 25% off at Athleta for all employees.
- One of the most competitive Paid Time Off plans in the industry.*
- Employees can take up to five “on the clock” hours each month to volunteer at a charity of their choice.*
- Extensive 401(k) plan with company matching for contributions up to four percent of an employee’s base pay.*
- Employee stock purchase plan.*
- Medical, dental, vision and life insurance.*
- See more of the benefits we offer.
*For eligible employees
Gap Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We have received numerous awards for our long-held commitment to equality and will continue to foster a diverse and inclusive environment of belonging. This year, we’ve been named as one of the Best Places to Work by the Humans Rights Campaign for the fourteenth consecutive year and have been included in the 2019 Bloomberg Gender-Equality Index for the second year in a row.
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