Director/Product Owner, Customer Experience

1-800-Flowers.Com, Inc. Carle Place , NY 11514

Posted 6 months ago is looking for a Director, Ecommerce with a compelling record of leveraging analytics to create best in class mobile, tablet, web, and app experiences that deliver outstanding revenue growth. This position will be focused on partnering with internal stakeholders on product, marketing, merchandising, and multi-branded teams to build and maintain an industry leading online user experience. This position requires a deep understanding of the evolving e-commerce and mobile platforms and technical stacks.

The position requires an enthusiastic multi-tasker with attention to detail, excellent written and verbal communication and an ability to build relationships across internal and external teams. This person needs to be able drive strategies as well as guide data-driven tactical decisions in close to real time. We offer a chance interact with industry leaders and the best technology companies. is a flat, dynamic and highly focused team; we have fun while producing strong top and bottom line results.

Specific Responsibilities include:

  • Oversee the online user experience and website analytics across all platforms

  • Develop and execute testing strategies to improve conversion rates and drive revenue growth

  • Identify and implement new technologies that will enhance the online user experience

  • Work closely with the marketing and merchandising teams to create website experiences that are congruent with ongoing marketing campaigns

  • Draft requirements for new features and functionality to uplift the online UI/UX and address customer pain points

  • Familiarity with multi-touch attribution, algorithmic models and marketing analytics.

  • Ability to understand customer buying behaviors, segmentation and profiling.

  • Monitor and research industry trends related to direct response marketing to continually improve knowledge and communicate new ideas and trends.

  • Manage a team of analysts, website merchandisers, and web producers

  • Forecast quarterly and annual goals for conversion rate and revenue growth

  • 10+ years of digital agency or in-house experience

  • Must have experience building and maintaining ecommerce experiences across mobile, tablet, desktop, and app platforms

  • Familiarity working with digital marketing teams and channels

  • Strong sense of Marketing analytics and how to derive actionable insights from complex data sources

  • Working knowledge of one or more of the analytics packages (eg Google Analytics).

  • Management experience leading small teams against online performance-based media objectives and executing marketing campaigns that are part of multi-pronged marketing strategy that crosses teams and organizations.

  • Exceptional oral and written communication skills and a demonstrated ability to work cross-functionally to get work completed is a key success factor.

  • Ability to multitask, handle pressure and meet deadlines in a fast paced entrepreneurial environment without a lot of direction or oversight.

  • Advanced computer skills are required

  • College degree required, advanced degree a plus. We welcome applicants with non-traditional educational and professional experiences.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Analyst Customer Experience

1-800-Flowers.Com, Inc.

Posted 4 weeks ago

VIEW JOBS 9/21/2019 12:00:00 AM 2019-12-20T00:00 The Analyst will join our Customer Experience team. In this role you will drive our efforts to create a best-in-class customer experience by ensuring the right systems, tracking and processes are in place to set up our growing Customer Experience team for success. The right candidate is passionate about developing a data-driven approach to customer centricity and can work seamlessly across multiple cross-functional teams. Duties and responsibilities include, but are not limited to the following: * Support our Customer Experience infrastructure and systems to ensure we're optimizing our ability to serve customers compassionately, comprehensively and efficiently * Work with our Operation, Quality, & Reporting teams to ensure that our processes and systems have the information our Customer Experience agents need * Collaborate with cross functional teams and departments to ensure that our wealth of customer interaction data informs strategic decision making across the organization * Identify key operational and performance metrics to measure business performance and drives reporting activities * Work to optimize processes regarding existing and emerging processes * Proactively implement processes to improve the workflows of our Customer Experience team with the other public-facing communications teams including Social Media * Raise critical project concerns with relevant support teams and mobilize resources to resolve issues * Collaborate with other department leads, enterprise team, and brand leadership * Manage multiple projects simultaneously and work in a fast-paced environment * Ability to prioritize duties rapidly based on strategic initiatives * Ability to attend and professionally represent the team at any local and or Enterprise Service Center meetings internally or externally * Collaborate with and build solid relationships across functional divisions, Corporate Divisions, BPO Partners and with key external stakeholders * Travel to domestic and international locations & headquarters on as needed basis * Perform other duties as assigned Requirements: * Understanding and strong interest in all aspects of customer experience in the context of a direct-to-consumer business * Experience turning abstract problems into actionable solutions and enjoy implementing new data-driven processes * You are intellectually curious and identify areas of analysis that have potential to add business value * Advanced PC Skills with capabilities within Microsoft Office suite: Word, Excel, PowerPoint, and Outlook * Experience using social media management software at an enterprise level is a plus * Proven ability to quickly learn software systems and training programs * Professional & Advanced interpersonal and communication skills both written and verbal. * Excellent public speaking skills and outstanding positive attitude * The ability to work independently, unsupervised, and deliver ongoing results Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled 1-800-Flowers.Com, Inc. Carle Place NY

Director/Product Owner, Customer Experience

1-800-Flowers.Com, Inc.