The Sr Manager E-Commerce is responsible for driving sales and optimizing the user experience across all digital touchpoints. This role oversees platform management, DTC operations, and business performance reporting, while leading a team that supports both owned e-commerce and marketplace operations. The Head of E-Commerce partners closely with cross-functional teams—including Merchandising, Marketing, Buying, Logistics, CRM, and service providers—to deliver growth and profitability across EU DTC channels.
This role reports into the VP of E-Commerce NCSA & EMEA and plays a strategic role in shaping the region’s digital roadmap.
Team Leadership
* Oversees two direct reports:
* E-Commerce site merchandising and operations Jr. Manager – supports owned e-commerce and marketplace operations with a 70/30 time split, ensuring seamless execution across platforms.
* Customer Service Specialist – manages customer service operations, omni-channel order support, and training.
Site & Platform Management
* Owns EU sites in English, German, and French.
* Analyzes platform, product, and performance to prioritize initiatives that drive sales and enhance client experience.
* Leads on-site search optimization and SEO efforts in collaboration with agency partners.
* Supports site enhancements, A/B testing, and CMS improvements.
* Diagnoses and resolves technical issues with supporting tools and partners.
* Ensures localization of services throughout the customer journey and product lifecycle.
E-Commerce DTC Operations
* Oversees product catalog and publishing processes across platforms.
* Approves site content updates and email development.
* Collaborates with Buying & Planning to reinforce product targets.
* Aligns with Marketing & Global teams on calendars and CRM activities.
* Monitors assortment strategy, visual merchandising, and inventory levels.
* Coordinates with Logistics & Retail for order fulfillment and omnichannel initiatives.
* Executes promotions and markdowns.
* Partners with Head of Marketplace for NCSA & EMEA.
* Manages catalog accuracy and photo asset workflows via the E-Commerce Specialist.
* Leads customer service operations and training through the Customer Service Specialist.
Reporting & Financial Planning
* Leads analytics and KPI tracking for site performance, marketing results, and inventory.
* Manages weekly/monthly sales reports and business performance analysis.
* Partners with VP of E-Commerce on budgeting and forecasting for the EU region.
* Represents EU E-Commerce in leadership meetings and communicates regional needs.
Paid Digital Marketing Strategy
In partnership with the VP of E-Commerce, the Head of E-Commerce contributes to the development and execution of the paid digital marketing strategy for the EU region. Responsibilities include:
* Aligning paid media campaigns with regional business goals and global brand strategy.
* Collaborating with global and regional marketing teams to ensure consistency in messaging and targeting.
* Monitoring performance marketing KPIs (ROAS, conversion rate, CAC, etc.) and identifying optimization opportunities.
* Ensuring campaign insights are integrated into site merchandising and promotional planning.
* Supporting agency and partner relationships to drive performance and innovation.
* Leveraging analytics to inform strategic decisions and improve campaign effectiveness.
Experience & Key Competencies
* SFCC experience required.
* Deep understanding of the German market.
* Bachelor’s Degree and 8+ years in eCommerce at a retail brand.
* Strong cross-functional collaboration and communication skills.
* Detail-oriented, organized, and able to manage multiple priorities.
* Proficient in Microsoft Office Suite, especially Excel.
* Experience with Google Analytics, JIRA, Wrike, SFCC, SFMC, Acquia, Akeneo, SAP, PowerBI, and Forter a plus.
* Strong understanding of luxury clientele and digital merchandising.
* Ability to take initiative, work under pressure, and manage challenging situations diplomatically.
This position is full-time in office.
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