Director of Ecommerce

3.1 Phillip Lim is seeking a consumer-focused, commercially driven, and data-oriented Director, Digital Commerce to lead the growth and evolution of our global direct-to-consumer digital business.

This role will own the ecommerce strategy, digital marketing, revenue growth, digital customer experience, site merchandising, digital operations, organic social strategy, and performance optimization across our online channels. The ideal candidate combines a strong understanding of luxury fashion, digital marketing, ecommerce technology, analytics, and customer behavior with the ability to translate insights into meaningful business results.

The Director, Digital Commerce will partner cross-functionally with Merchandising, Retail, Planning, Marketing agencies, Social, Communications, Creative, Operations, Finance, and Technology teams to deliver an elevated digital experience that reflects the 3.1 Phillip Lim brand while driving commercial growth.

What You'll Do:

Ecommerce Strategy, P&L & Business Growth

• Own the ecommerce business strategy and P&L, including annual revenue targets, budget planning, expense management, and profitability goals.
• Develop and execute short- and long-term digital commerce strategies that drive revenue growth, improve conversion, increase customer acquisition, and strengthen customer retention.
• Own ecommerce forecasting, including monthly sales projections, seasonal business plans, inventory demand planning, promotional forecasting, and performance tracking against goals.
• Partner closely with Finance, Merchandising, Planning, and Retail teams to develop sales plans and optimize inventory investment.
• Establish ecommerce KPIs and provide weekly, monthly, and seasonal reporting on sales performance, conversion, traffic, AOV, customer behavior, retention, and marketing effectiveness.
• Analyze business performance and customer insights to identify opportunities and develop actionable strategies to maximize growth.
• Manage the ecommerce budget, including technology investments, digital marketing spend, agency/vendor partnerships, and operational expenses.
• Identify and evaluate new technologies, platforms, and tools that enhance the customer experience and improve business performance.

Digital Marketing & Customer Growth

• Partner with Marketing and Communications teams to develop integrated digital acquisition and retention strategies.
• Oversee digital marketing channels and organic social including paid search, paid social, display, affiliates, SEO/SEM, retargeting, influencer campaigns, and emerging channels.
• Own email & sms marketing strategy including segmentation, testing, deployment, lifecycle opportunities, and performance optimization.
• Analyze campaign & social performance and translate insights into actionable recommendations.
• Manage relationships with digital marketing agencies and ensure effective execution, reporting, and optimization of paid media initiatives.
• Develop strategies to improve ROI, increase customer acquisition, and grow lifetime customer value.
• Partner with Global and International teams to ensure consistency of brand messaging, digital best practices, and seasonal campaign execution.
• Create digital content toolkits and guidelines to support international, wholesale, and affiliate partners.

Digital Merchandising & Customer Experience

• Own ecommerce merchandising strategy including product assortment, product launches, site navigation, search optimization, categorization, and digital storytelling.
• Partner with Merchandising and Retail teams to optimize assortment strategy, reorders, sell-through, markdown strategies, and seasonal product performance.
• Leverage onsite analytics and customer insights to improve product visibility, conversion, and revenue.
• Develop strategies around key launches, campaigns, collaborations, exclusives, and seasonal moments.
• Ensure the digital customer journey reflects the 3.1 Phillip Lim brand aesthetic, positioning, and luxury customer expectations.
• Continuously identify opportunities to improve conversion, customer engagement, and overall site experience.

Web Production & Content Management

• Own the ecommerce content calendar in partnership with Marketing and Communications teams.
• Lead execution of all ecommerce launches including seasonal collections, campaigns, collaborations, and brand initiatives.
• Oversee delivery and deployment of ecommerce assets including product photography, copy, video, editorial content, and campaign assets.
• Partner with Creative and Brand teams to plan and execute ecommerce photography shoots for RTW and Accessories.
• Manage prioritization, timelines, and execution of all ecommerce content updates with internal teams and external digital partners.
• Ensure all ecommerce content maintains a consistent global brand voice and elevated customer experience.

Ecommerce Operations & Technology

• Serve as the primary point of contact for ecommerce technology partners, web development agencies, and third-party vendors.
• Lead ongoing optimization of the ecommerce platform, including site enhancements, integrations, functionality improvements, and technical initiatives.
• Partner with internal IT and external technology vendors to ensure website performance, data accuracy, and seamless customer experience.
• Oversee ecommerce operational processes including order management, fulfillment, returns, customer service policies, and fraud prevention.
• Establish and maintain direct-to-consumer policies and procedures including returns, exchanges, appeasements, and customer experience standards.
• Lead initiatives related to payment optimization, chargebacks, fraud management, and PCI compliance.
• Manage international ecommerce operations including global shipping, duties/taxes, localization, and customer experience.
• Oversee third-party marketplace relationships and ensure alignment with brand standards and business objectives.

Team Leadership & Cross-Functional Collaboration

• Lead, mentor, and develop the ecommerce team, fostering collaboration, accountability, and continuous improvement.
• Establish team priorities, workflows, and processes to support the growth of the digital commerce business.
• Partner cross-functionally with internal teams to align ecommerce initiatives with overall company goals.
• Serve as the internal ecommerce subject matter expert, providing digital insights, best practices, and recommendations across the organization.
• Build strong relationships with internal stakeholders and external partners to drive successful execution.

What You'll Have:

• 8 years of experience in ecommerce, digital marketing, retail, preferably within luxury, contemporary fashion, or premium consumer/lifestyle brands.
• Proven experience owning and growing a direct-to-consumer ecommerce business.
• Understanding of digital marketing channels including paid media, CRM/email, SEO/SEM, and affiliates.
• Experience with Google Analytics and with Shopify, Klaviyo, or ERPs is a plus.
• Demonstrated success managing an ecommerce P&L, budgets, forecasts, and revenue goals.
• Experience developing ecommerce strategies that drive measurable growth in revenue, conversion, and customer acquisition.
• Strong understanding of ecommerce platforms, digital merchandising, analytics, customer experience, and web technologies.
• Experience managing ecommerce agencies, technology partners, and third-party vendors.
• Strong analytical skills with the ability to translate data into actionable business strategies.
• Strong project management skills with the ability to manage multiple priorities in a fast-paced environment.
• Proven leadership skills with experience managing, mentoring, and developing teams.
• Excellent communication, collaboration, and presentation skills.
• Advanced Excel skills; proficiency in PowerPoint and reporting tools.
• Passion for fashion, luxury retail, and creating exceptional customer experiences.