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, develops strategic direction, expands desktop and mobile capabilities, establishes and manages the end-to-end digital product roadmap, and drives day to day ecommerce operations. The individual will develop, mentor, and lead a digital operations team, 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
Focus on customer experience. Develops omni-channel strategies to maximize the customer experience. Makes decisions and solves problems by analyzing and actioning on data
Manages e-Commerce technology roadmap: inclusive of strategy, budget, execution and maintenance. Partners with IT lead and is responsible for sprint planning, uat, launch and regression testing
Manages all order, inventory and payment processes. Works in close partnership with IT, fulfillment center, call center and stores to trouble shoot, manages any exception handling and 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, CRM, Creative and Analytics to develop and test innovative site design enhancements including homepage and PDP redesigns
and overall site experience
Who you are
BA in Business, Finance, 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 content management, order management, warehouse management and payment processing systems
Proven experience building and leading a Digital/eCommerce operation, from conception through delivery with quantifiable results in a multi-channel environment. Experienced in onsite personalization
Strong, prove connection to the customer
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
Capacity to continuously drive innovation and inspire the organization to achieve and exceed its objectives
Strong project management skills and ability to complete projects on time
Strong problem-solving skills with the ability to translate analytic data into strategic ideas
Benefits at Intermix
- Merchandise discount for our brands: 50% off regular-priced merchandise at Old Navy, Gap, Banana Republic and Athleta, and 30% off at Outlet 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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