VP, eCommerce
VP, eCommerce
THE DEPARTMENT:
The eCommerce team is responsible for the customer’s experience with Helzberg and Ben Bridge Jewelers online, from initial impression through to successful order fulfillment, as well as the financial performance of the online channel. Ben Bridge Jewelers and Helzberg Diamonds are Berkshire Hathaway subsidiaries.
Core objectives include:
POSITION SUMMARY:
The VP, eCommerce is ultimately responsible for the delivery of expected results from the online channel across near-term financial targets and longer term growth and customer experience goals. As such, it has primary accountability for the long-term vision for both Helzberg and Ben Bridge online business, short and medium term strategies to deliver annual results, the customer experience across Helzberg.com and BenBridge.com, and execution across site experience, order fulfillment, programs, campaigns, and system enhancements.
This position will play a company-wide, highly visible, leadership role, collaborating with Merchandising, Marketing, Customer Care, IT, and external partners and agencies to ensure a positive omni-channel brand experience for both lines of business, and deliver results. This position will have a direct impact on company revenues by improving key metrics including conversion, traffic, Average Order Value, and Net Promoter Score, and influence store traffic and sales by driving customer engagement and interest.
PRINCIPAL ACCOUNTABILITIES:
SUPERVISORY RESPONSIBILITIES:
The VP, eCommerce will lead a team of approximately 20-25 associates with 5-6 direct reports and will be responsible for the following:
QUALIFICATIONS:
COMPETENCIES:
Analytical Thinking, Business Knowledge, Communication, Customer Service Orientation, Flexibility, Information Seeking, Integrity, Leadership, Teamwork and Cooperation
The eCommerce team is responsible for the customer’s experience with Helzberg and Ben Bridge Jewelers online, from initial impression through to successful order fulfillment, as well as the financial performance of the online channel. Ben Bridge Jewelers and Helzberg Diamonds are Berkshire Hathaway subsidiaries.
Core objectives include:
- Driving direct sales, margin and profitability from transactions on Helzberg.com and BenBridge.com.
- Supporting in-stores sales by helping customers research online.
- Elevating customer satisfaction and Net Promoter Score (NPS) across the digital experience.
POSITION SUMMARY:
The VP, eCommerce is ultimately responsible for the delivery of expected results from the online channel across near-term financial targets and longer term growth and customer experience goals. As such, it has primary accountability for the long-term vision for both Helzberg and Ben Bridge online business, short and medium term strategies to deliver annual results, the customer experience across Helzberg.com and BenBridge.com, and execution across site experience, order fulfillment, programs, campaigns, and system enhancements.
This position will play a company-wide, highly visible, leadership role, collaborating with Merchandising, Marketing, Customer Care, IT, and external partners and agencies to ensure a positive omni-channel brand experience for both lines of business, and deliver results. This position will have a direct impact on company revenues by improving key metrics including conversion, traffic, Average Order Value, and Net Promoter Score, and influence store traffic and sales by driving customer engagement and interest.
PRINCIPAL ACCOUNTABILITIES:
- Drive qualified traffic to our websites by owning our traditional SEO efforts, developing our strategy for emerging discovery and search paradigms including AEO, GEO and AI-driven search experiences, and partnering with Performance Marketing, 1:1 Marketing and Paid Media teams and agencies.
- Own and improve the customer’s experience on Helzberg.com and Benbridge.com through a comprehensive content strategy, optimization of the experience across the full funnel, leading on-site search strategy, continual learning as part of a robust A/B testing strategy, identifying high impact enhancements and 3rd party tools, and actioning on a deep understanding of customer behavior on the sites (Web Analytics program).
- Ensure smooth operations for the eCommerce business across adding new products to the site, product data flows from our ERP to PIM to the site, inventory and pricing accuracy, and customer order fulfillment.
- Guides omni-channel and order fulfillment strategy and execution for customer flexibility and satisfaction, on time delivery, and inventory efficiency. Partners extensively with Retail Operations, the Distribution Center, IT, Customer Care, Drop Ship, and Special Order teams to improve order fulfillment and Net Promoter Score for online orders.
- Guide and champion Product Management process to ensure opportunities delivering the most value are prioritized and delivered as quickly and impactfully as possible.
- Define eCommerce promotions strategy and calendar to drive sales and margin results. This includes coordinating with Marketing on omni-channel events as well as the definition of an eCommerce channel-specific program.
- Influence the Merchandising group to address areas of opportunity specific to the online business with assortment changes.
- Transfer learnings and capabilities across brands while maintaining the distinct identity and customer expectations of each, applying strong judgment to drive scalable growth over time.
- Champion innovation on the site including in the areas of agentic, conversational and AI driven on-site search, personalization, virtual try-on, virtual and in person appointments, improved imagery, and AI on-model photography.
- Partner cross-functionally to identify net-new business opportunities, then develop and execute strategies to drive new customer acquisition and incremental revenue growth through the site experience.
- Coach, develop, and mentor teams across brands, building capability, consistency, and a strong test-and-learn culture while tailoring execution to business maturity.
- Lead the team and cross-functionally in a way that delivers and builds Helzberg’s core values and culture.
SUPERVISORY RESPONSIBILITIES:
The VP, eCommerce will lead a team of approximately 20-25 associates with 5-6 direct reports and will be responsible for the following:
- Accomplish department objectives by directing and monitoring the work progress of direct reports.
- Provide coaching and guidance to direct reports.
- Set expectations, annual goals and provide required quarterly touch base meetings with all direct reports.
QUALIFICATIONS:
- BA required; MBA preferred.
- 15+ years of progressive eCommerce leadership experience required, with strong preference for background in multi-channel retail and jewelry/luxury goods.
- Experience owning a channel-level P&L strongly preferred.
- Proven experience leading and motivating a multi-level team and coordinating multiple project timelines in a fast-paced environment.
- Advanced knowledge of and extensive experience operating complex eCommerce merchandising platforms (Magento, Salesforce), Site Search Engines (Salesforce, Elastic Suite), site promotional engines, Product Information Management systems (Salsify), and 3rd Party eCommerce plug-ins (examples: TurnTo for product reviews, Syte or Monetate for product recommendations, Pixlee for User Generated Content) required.
- Ability to manage and execute large projects; problem solve, meet tight deadlines on short notice, and multi-task.
- Strong attention to detail with the ability to work at a rapid pace while juggling multiple projects.
- Proven project management skills.
- Exceptional communication skills - both written and oral.
- Natural curiosity to test, analyze, report, and learn.
- Excellent track record of working cross functionally, including relationship development and ability to influence others in a matrix environment.
- Hybrid schedule with predictable onsite attendance required three or more days per week to perform essential functions involving interactive behaviors with co-workers and managers, operation or manipulation of equipment and/or materials located only on site, and direct interaction with internal and/or external customers.
COMPETENCIES:
Analytical Thinking, Business Knowledge, Communication, Customer Service Orientation, Flexibility, Information Seeking, Integrity, Leadership, Teamwork and Cooperation