Support Center - Irving
The Director - eCommerce GM will drive the eCommerce merchandising strategy and own the eCommerce P&L across the US and Canada. You will lead a team of eCommerce merchandisers, managing a best-in-class assortment, driving sales and profitability, and optimizing pricing and promotions. You will partner cross-functionally with Merchandising, Marketing, Operations, and Tech to define a seamless CX and sustainable business processes, while driving change management efforts in support of our newly replatformed eCommerce site.
Major Activities
Leadership & Team Development
- Hire and develop a best-in-class team to lead and grow the eCommerce Merchandising organization
- Lead and develop the team’s change management and professional development efforts in support of the company's growth targets
- Define and refresh core eCommerce processes (SLAs, SOPs) in line with new replatform capabilities and expansion of selection depth & breadth
- Provide expertise on current Ecommerce industry best practices. Consult on cross-functional projects to ensure Ecommerce principles are incorporated
GM & Financials
- Own the eCommerce P&L, financial plan, and forecast
- Drive sales and profitability growth across a diverse digital assortment that includes 1P, dropship and marketplace products
- Oversee the day-to-day performance of Michaels.com and performance against key benchmarks
- Lead efforts to analyze weekly business results (sales, margin) and drive effective optimization efforts (promotions, cost savings)
- Lead strategic initiatives and vendor relationships in support of eCommerce growth and KPI success
Promotion & Pricing Strategy
- Own, develop, and execute the eCommerce pricing and promotional strategy
- Partner cross-functionally to drive sales and profit across Michaels MakerPlace through creative marketing strategies, paid media, and digital calendar alignment
- Collaborate closely with marketing, merchandising, and operations to develop and execute impactful online promotions, campaigns, and product launches online and in stores
- Use data and analytics to measure the success of promotions and initiatives and adjust strategies for continuous improvement
Merchandising, Selection & Site Experience
- Develop and execute the eCommerce merchandising strategy to drive sales, conversion, and customer satisfaction
- Analyze market trends, competitive landscape, and customer feedback to make informed merchandising decisions
- Make informed and strategic decisions on product offerings to enhance customer satisfaction
- Champion a seamless E2E customer journey experience by reducing friction points, partnering with the product team, and advocating for impactful CX enhancements
- Collaborate with web design and UX teams to enhance the user interface and improve navigation
- Utilize analytics tools to track key performance indicators (KPIs) and provide regular reports on eCommerce merchandising performance
- Identify opportunities for improvement and implement data-driven solutions
- Lead Ad Hoc Projects and Strategic Initiatives as requested by leadership
Other duties as assigned
Minimum Knowledge/Skills/Abilities
Minimum Education
- Bachelor’s Degree in Business, Merchandising, Marketing, or related field required (MBA preferred or commensurate work experience)
Minimum Special Certifications or Technical Skills
- Thorough understanding of desktop, mweb, and app technologies
- Detailed understanding of eCommerce Systems and infrastructure (e.g., Order Management, Catalog, PIM, APIs, and Content Management)
Minimum Type of Experience the Job Requires
- 10+ years of Digital, eCommerce, Consumer Retail experience, exhibiting progressive career growth and leadership scope
- Experience using consumer insights, competitive assessment, pricing, promotional planning, assortment planning, logistical costs, vendor management, and financial analysis to establish strategic direction for eCommerce in total and at the category level
- Customer obsessed with high-quality standards for delivering high-impact front-end and back-end CX
Other
- Must be an expert at Microsoft Suite, analysis, and executive-level presentations
- Experience in using web analytics tools such as Adobe Analytics, Google Analytics, Looker
- Successful candidates will be decisive, results-oriented, comfortable with ambiguity, and possess versatile communication styles
- Strong analytical skills with the ability to interpret data and make strategic decisions.
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Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.
For 50 years, Michaels has been the best place for all things creative. We strive to inspire our customers, cultivate confident leaders, and serve our communities by fostering an inclusive environment for everyone to learn, shop, and create. At Michaels, everyone has a seat at our craft table and every Team Member is encouraged to hone their craft with opportunities for personal and professional growth. From our Stores and Distribution Centers to Artistree and our Support Center, our best-in-class team is committed to delivering on our purpose to fuel the joy of creativity. As the leading creative destination in North America, we operate over 1,290 stores in 49 states and Canada and online at Michaels.com and Michaels.ca. The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise, and MakerPlace by Michaels, a dedicated handmade goods marketplace.
Michaels is an Equal Opportunity Employer. We are here for all Team Members and all Makers to create, innovate and be better together.
Michaels is committed to the full inclusion of all qualified individuals. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL).
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