What you'll be doing...
As the Verizon Business Group (VBG) Director for eCommerce, you will oversee the end-to-end eCommerce experience for business customers and drive eCommerce revenue growth for VBG.
Leading the commercial strategy of leveraging eCommerce as a growth engine for VBG
Developing a multi-year eCommerce growth plan, addressing overall growth strategies, tactical improvements, and required investments, along with business cases
Aligning closely with sales leaders on the role of eCommerce in growth plans and own the sales commitments for eCommerce as part of the overall sales plan
Driving world-class ecommerce experiences across products to maximize digital-sourced revenue, digital channel penetration, and average order values
Developing a seamless buying experience and ensuring high standards of CX and performance across product and buyer types
Leading the development of new ecommerce capabilities for wireless and integrating shopping between wireless and wireline, where possible, to present a seamless shopping experience to customers
Working closely with the Digital Marketing and Pricing teams to develop a merchandising strategy to maximize eCommerce incidence and conversion among shoppers and to optimize promotional offerings
Working closely with Product Development and Product Marketing teams to develop stock-keeping unit (SKU) lineups suitable for eCommerce and test into SKU optimization for eCommerce
Developing digital customer onboarding experience as a seamless part of the buy flow, and maximizing the digital onboarding rate and take rates of key digital services (digital wallets, alerts, etc.) that have greatest CX and expense impact
Leveraging an omni-channel approach to eCommerce sales, embracing chat and tele-sales channels as relevant, to maximize sales within cost parameters
Partnering with self-service portal managers to maximize eCommerce availability within portals, integrating offer presentation and personalization
Collaborating closely with IT to prioritize the eCommerce development roadmap and rationalize all new development with substantive business cases
Collaborating with IT on the architecture of eCommerce and ensuring that custom development is minimized in favor of a common, component-based architecture
Working with IT and Digital Operations to ensure the uptime and technical performance of ecommerce and establish key performance indicators (KPIs) and governance for the same
In collaboration with the Digital Performance and Analytics team, tracking acquisition costs for eCommerce and overseeing end-to-end ecommerce analytics and insights gathering
Acting as voice of customer as it relates to digital buyer behavior and experience
Desired outcomes include:
Improving overall eCommerce sales revenues and eCommerce sales contribution for key segments
Improving average basket size and order values, and attaching rates for strategic products
Improving conversion into cart and cart-to-checkout
Improving digital penetration of customer base (percent of customers that have digital accounts / profiles) through seamless digital onboarding
Measuring and improving customer sentiment related to use of eCommerce
What we're looking for...
10+ years management experience
Prior experience leading eCommerce design, strategy, and operations at a large enterprise; prior experience articulating and executing a customer-centric eCommerce strategy, ideally in a business-to-business (B2B) product or software as a service (SaaS) setting
5+ years' experience in five key areas: commercial ecommerce strategy/ownership, digital product management of eCommerce, digital onboarding, user experience (UX) strategy and design, and digital operations of eCommerce
Strong commercial mindset and orients to driving business value (revenue growth and expense mitigation)
Experience interacting and collaborating deeply with IT and developers, and is conversant in modern software architectures and ways of working
Experience with dev-ops and agile models, as well as more traditional functional operating models
Proven success in driving business outcomes through digital commerce and experiences
Experience managing a multi-functional team comprised of digital product managers, UX and design, content, marketing and ecommerce, in a matrixed environment
When you join Verizon...
You'll have the power to go beyond doing the work that's transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you'll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we'll go far.
Equal Employment Opportunity
We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.