Customer Support Representative enhancing customer experience in the textiles industry. Managing inquiries via email, chat, and phone with a focus on efficiency and service quality.
About the role
- Director of Ecommerce overseeing Sans’ digital customer experience and ecommerce strategy for a consumer hardware brand. Collaborating across teams to enhance customer journey and drive engagement.
Responsibilities
- Own the Sans digital experience, evolving the site beyond transactional ecommerce toward the “Sans in every room” vision. Develop and own the roadmap and lead the digital product and UX strategy. Collaborate with creative on site content strategy (e.g. how-to videos, positioning, etc.)
- Define the ecommerce vision and multi-quarter roadmap, identifying the highest-impact levers to drive revenue, conversion, and retention. Own and optimize vendor / tech landscape for .com, leading RFPs, negotiations, etc.
- Define and lead the mobile app strategy from scratch, establishing the app as a core owned channel for retention and competitive advantage. Set product and UX direction and partner with external engineering (with a path to in-house).
- Develop a deep understanding of customer behavior and friction, using qualitative and quantitative insights to prioritize experience improvements and bring CRO strategy in-house over time.
- Partner with the Head of CX to translate voice-of-customer insights into site and product strategy, directly leading customer research where needed.
- Own the digital execution of sales, product launches, and partnership activations, ensuring cohesive storytelling and flawless on-site experiences.
- Manage the end-to-end customer journey, from first touch through retention. Align CX, Creative, and Marketing (Paid, Lifecycle, Partnerships) around a clear, cohesive experience, and drive internal clarity on what experience Sans is building and why.
- This is a senior individual contributor role that will own the Sans digital customer experience.
Requirements
- Bachelor’s Degree and equivalent work experience in a highly analytical role
- 5-8+ years of experience across UX, CRO, digital product management
- Experience managing design and engineering teams, and other technical resources
- Experience architecting an ecommerce strategy from the ground up (e.g. implementing testing roadmaps, rigor, ways of working, etc.)
- Mobile app development experience is a plus
- Strong leadership & communication skills: listen, reflect, and proactively learn
- Ability to work effectively with different groups of individuals – a team player
- Ability to manage multiple moving pieces – hard working, organized, and results oriented individual
- Strong time management and prioritization skills
- Excitement for startups and building a company from the ground up
Benefits
- Base salary $160,000-$180,000 based on experience, plus discretionary bonus and equity
- Option for fully paid medical, dental, and vision
- Opportunity to contribute to 401k
- Discretionary PTO plus 11+ paid holidays
- Free Sans products
- LA-based hybrid team (3 days/week), office in Culver City
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