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Director, Web Customer Experience
Location: Carle Place, NY
Position Type: Full-Time
Reports to: VP, Web Experience and Merchandising
Summary
In this role, the individual will optimize the 1-800-FLOWERS.COM website for conversion, revenue, and profitability by building a superior customer experience. Specifically, this leader will seek to continuously improve web services, functionalities, user interface, navigation flow, and look & feel of the consumer website by working cross-functionally to champion the customer\'s needs. The successful candidate will be comfortable working at a high level with the design, technology and management teams within the organization, and making presentations to senior management. Analytical skills are critical for this role as the company is focused on results and wants someone with the big picture vision who can review and adjust their strategy based on site performance.
Specific Responsibilities
* Optimizing the online customer experience by gathering requirements from internal clients, defining, prioritizing and managing new site functionality and administration features with a focus on maximizing conversion.
* Work with the channel/brand managers and other stakeholders to develop business case for web enhancements and lead the creation of project design briefs that translate into business and functional requirements.
* Work with IT and Project Management teams to define and develop scopes, schedules and review processes for individual projects.
* Identify necessary resources and coordinate the work of designers and copywriters and content provider(s) to ensure that projects are completed according to specifications and on schedule and communicate progress, status, issues, and resolutions to key stakeholders and management
* Analyze feature, functions, benefits of site content administration function to develop toolkits the business needs to run day to day marketing
* Contribute to the development of the web marketing strategy. Keeps the group abreast of developing technologies and innovative ideas.
* Identify and champion opportunities to build and leverage best practices across multiple web sites
* Analyze site usage reporting, customer feedback, marketing and competitive research to inform and improve site experience and performance.
* Enhance websites with new ideas/pages/modules to meet business goals, or solve uncovered usability issues
* Work with marketing channels to manage on site customer experience through creation of landing pages optimized for conversion.
Skills and Competencies
* Exude passion for the customer\'s user experience
* Manage multiple responsibilities with the talent to shift center of focus from one task to another with minimal challenge.
* Collaborate with and provide direction to a cross-functional team without direct authority.
* Understand and communicate with a diverse set of leaders and associates at various levels and within various functional areas that impact the business.
Experience
* Exceptional oral and written communication skills and a demonstrated ability to work cross-functionally to get work completed is a key success factor
* Excellent organizational skills and detail-orientation
* Ability to multitask, handle pressure and meet deadlines in a fast paced entrepreneurial environment
* Advanced computer skills are required including MS Office Suite and the ability to learn and utilize internal applications.
* Understanding of software development product lifecycle
* Experience with web analytics tools.
* Ability to work independently and in synergy with other teams
* Knowledgeable in Microsoft Excel and experience in content and campaign systems a plus
* 5-7 Years managing E-Commerce Marketing for a Multi-Channel Retailer.
* College degree, MBA a plus
To Apply:Send your Cover Letter and Resume, including salary history, to:
Human Resources at
One Old Country Road
Suite 500
Carle Place, NY 11514
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