Dir, E-Commerce

Job Summary:

The Director of e-Commerce Platform will be responsible for the operation of the Kirby Distribution and Service’s (KDS) digital business to business and business to consumer (B2B/C) self-service platform.  He/she will leverage proven knowledge building successful digital platforms and superior customer experiences that increase revenue, promote brand awareness, and enable effective cross-selling opportunities.  The Director’s success will be measured on the platform’s performance including customer acquisition/retention and parts and services traffic, conversion, and revenue growth.  

Essential Duties and Responsibilities:

• Support the execution of the digital transformation strategy for Kirby Distribution & Services (KDS) and its business unit (BU) subsidiaries
• Own the overall day-to-day operations of the B2B/C self-service platform and e-commerce functionality to support the business goals and GMV revenue objectives of KDS while insuring the site’s functionality, reliability, scalability, and security
• Collaborate closely with BU leadership and cross functional departments, as well as third parties to ensure the successful implementation of KDS’s broader Customer Engagement Platform (CEP)
• Partner closely with the Digital Marketing leader leveraging KDS/OEM brands and CEP to support each BU with Search Engine Optimization tools (SEO) to drive website traffic and conversion and Search Engine Marketing tools (SEM) for effective social media promotions and campaigns
• Partner closely with the Fulfillment leader to deliver innovative shipping capabilities and offerings
• Partner closely with BU Sales and inside sales leaders to build capabilities that drive customer acquisition and retention at appropriate cost to serve levels
• Ensure the e-commerce sites are enabled with accurate and compelling content including product descriptions, images, pricing, and inventory availability
• Use leading UX disciplines and continually enhance the customer’s omnichannel experience reflexively across multiple channels and technologies such as mobile/desktop/retail branches
• Help design and deploy additional future new capabilities such as store fronts, marketplaces, IOT to support adjacent business units and offerings for parts, service, manufacturing, and rentals
• As a change leader, conduct ongoing competitive benchmark analysis and research on e-commerce trends

Qualifications Knowledge & Skill: 

• Proven experience with enterprise B2B/C self-service e-commerce and/or DXP platforms for a large manufacturer and/or distributor or retailer
• Proficiency in successfully operating a 24/7/365 e-commerce platform
• Deep understanding of DXP, SEO, SEM, Web Content Management (WCM), UX/UI,
• Working knowledge of Customer Relationship Management (CRM) and productivity tools to support high volume inside sales, Order Management Systems (OMS) and Product Information Management (PIM) such as Oracle, 3^rd Party Logistics (3PL) providers, and third-party marketplaces/auctions
• Skilled in directing continued improvements in website design, content, navigation, performance, and ongoing function / feature enhancement roadmap and prioritization
• Skilled in designing and deploying stateless customer experience for e-commerce across multiple channels and technologies including mobile using UX/UI best practices
• Skilled in documenting technical requirements and changes to development and support teams
• Skilled in customer centric instrumentation based on real-time customer data and site metrics to improve operations
• Skilled in agile development processes using JAVA and change management

Competencies:  

• Customer centric mindset with a detailed attention to customer experience and outcomes
• Ability to lead change, inspire others, and work collaboratively across the organization
• Strong organizational, planning, attention to detail, and innovative problem-solving skills
• Bring passion, business acumen, experience and the ability to create and inspire new ideas

Education

• Bachelor’s Degree in Engineering, Computer Science, Management of Information Systems, or Marketing
• MBA is preferred

Experience:

• 10 years of experience successfully managing e-commerce websites
• Experience managing a Digital Experience Platform (DXP) and/or leading E-commerce platform(s)
• Industry experience in digital industrial distribution/manufacturing or retail is preferred 

Special Requirements:  None

Physical Activities & Requirements:  Standard Office Criteria

Working Conditions:  Standard Office Criteria

Standard five days a week, eight hours a day work schedule