Director of Digital Commerce

Position Summary

The Director of Digital Commerce is responsible for driving revenue growth across all digital sales channels, including eCommerce, phone sales, live chat, and online merchandising. This leader oversees both the Internal Sales Call Center and Website Merchandising teams, ensuring a seamless customer experience that maximizes conversion, average order value (AOV), units per transaction, and customer lifetime value.

The role combines commercial strategy, digital merchandising, sales optimization, customer experience, and analytics to accelerate growth in both consumer and professional (Pro) customer segments.

Key Responsibilities

Revenue Growth & Digital Sales Strategy

• Develop and execute digital commerce strategies that increase revenue across website, phone, chat, and other online sales channels.
• Drive improvements in key performance metrics including:
• Conversion Rate
• Average Order Value (AOV)
• Units/Items per Order
• Revenue per Visitor
• Customer Acquisition and Retention
• Identify opportunities to increase cross-sell, upsell, and attachment rates.

Team Leadership

• Lead and develop the Internal Sales Call Center and Website Merchandising teams.
• Establish performance goals, KPIs, and accountability measures aligned with business objectives.
• Foster a culture focused on customer satisfaction, sales growth, and continuous improvement.

Website Merchandising & Customer Experience

• Oversee online merchandising strategies including product assortment, category management, promotions, search optimization, and content presentation.
• Partner with marketing and product teams to create compelling customer journeys that improve engagement and conversion.
• Ensure website experiences support both consumer and professional customer needs.

Sales Optimization

• Drive initiatives that improve phone and chat conversion rates.
• Implement sales enablement tools, scripts, training, and best practices to increase close rates and order values.
• Analyze customer interactions to identify opportunities for process and performance improvements.

Pro Customer Growth

• Develop and execute strategies to grow the Professional (Pro) customer segment.
• Collaborate with sales, marketing, and operations teams to increase Pro customer acquisition, engagement, and retention.
• Create digital experiences and programs that support contractor, builder, designer, and trade customer needs.

Analytics & Performance Management

• Monitor and analyze digital commerce performance metrics.
• Utilize data and customer insights to identify growth opportunities and prioritize initiatives.
• Build reporting and dashboards to measure business performance and inform decision-making.
• Lead A/B testing and optimization efforts to continuously improve conversion and sales outcomes.

Cross-Functional Collaboration

• Partner with Marketing, IT, Product Management, Operations, and Customer Service teams to deliver integrated commerce strategies.
• Influence website enhancements, platform improvements, and digital transformation initiatives that support business growth.

Qualifications

• Bachelor's degree in Business, Marketing, eCommerce, or related field.
• 7 years of progressive leadership experience in eCommerce, digital commerce, online merchandising, or omnichannel retail.
• Experience leading both sales-focused and digital merchandising teams.
• Strong understanding of eCommerce KPIs, conversion optimization, digital merchandising, and customer experience management.
• Proven track record of driving revenue growth through digital channels.
• Strong analytical, leadership, and communication skills.
• Experience with eCommerce platforms, web analytics tools, CRM systems, and digital merchandising technologies.

Success Metrics

• Increased digital revenue growth.
• Improved website conversion rates.
• Growth in Average Order Value (AOV).
• Increased units/items per order.
• Growth in Pro customer sales and engagement.
• Improved phone and chat conversion rates.
• Enhanced customer satisfaction and digital experience metrics.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person