VP Consumer Experience & DTC

VP, Consumer Experience & DTC  

Walker Edison is a thriving, eCommerce company that relies on good data and hard-working employees to create an excellent experience for every customer. Our success comes from an attitude of innovation, never settling, and giving back to the community.  

The VP of Consumer Experience & DTC will lead one of our fastest growing business units and report into the Chief Growth Officer.  This highly collaborative, cross-functional role will be primarily responsible for driving an optimal customer experience and will have P&L responsibility for Walker Edison’s Direct-to-Consumer business. In addition, this individual will also manage our Marketing Content (photo, video, graphic design & copywriting) and Customer Service teams, to encompass all end-customer touchpoints. 

This individual will develop Walker Edison’s direct-to-consumer and execute day-to-day operations to improve site experience, customer acquisition, merchandising and any related functions. A key part of this role will require deep performance marketing experience to drive paid customer acquisition across a variety of online and offline marketing channels with cohesive marketing campaigns. As such, quantitative and analytical capabilities are critical for success in this function.  

Ultimately, this individual will be the primary internal advocate of the customer and be actively responsible for creating a delightful and differentiating customer experience across the shopping journey from their WalkerEdison.com experience, through Customer Service, Marketing, Retail Operations and oversee and develop our direct to consumer brand across multiple channels of expansion in both ecommerce and retail marketplaces. Having an entrepreneurial and innovative spirit will be a critical part in achieving our vision of driving a best-in-class customer experience and rapid growth in this channel. 

 This is how you can contribute to our success  

• Develops and implements the direct-to-consumer (DTC) strategy and roadmap for the WE brand to drive unique, sustainable and long-lasting relationships with WE’s target segments through a differentiated and compelling end-to-end experience:
• Creates and manages a consumer-centric and data-driven DTC strategy and sustainability plan for a broadening portfolio of owned brand(s).
• Leads the marketing function and teams (internal and external) to develop and execute go-to market campaigns across the customer lifecycle (awareness, consideration, conversion, engagement, retention).
• Develops user flows to align marketing tactics with a seamless, intuitive, and brand-building on-site experience. The incumbent will leverage qualitative and quantitative data to prioritize work for the UX/UI, Creative and Product team, assessing risk and tradeoffs.
• Establishes brand differentiation and sustains success through continuous analyses of market trends, competitive influences, and performance of digital outlets, including demographic analyses and gap analyses.
• Drives innovation for Walker Edison through researching new revenue models, such as, bundles with external and complementary products, including emerging DTC commerce revenue models to capture new customers and meet evolving customer expectations
• Oversees, on top of functions named above, operational functions that support digital Direct-To-Consumer brand expressions as well as all eCommerce outlets in the enterprise, including:
• Online merchandising and functional operation of transactional technology platforms
• Production of search/digital marketing optimized content, both copy and imagery
• This leader will have a P&L responsibility and will be accountable for results as well as broader long-term strategy – as such, the incumbent will need to be able to diagnose headwinds and tailwinds impacting the business and derive action plans to meet/beat targets and asks to teams.

Qualifications 

• 12 years of experience with extensive mastery of ecommerce operations, marketing and customer success, ideally in consumer goods space.
• Experience integrating commerce and content to increase conversion and engagement a strong plus.
• A strong leader with experience enabling a wide variety of cross-functional teams
• Top-notch analytical skills with a proven ability to improve user experience and marketing program relevance and performance via data, testing, and learning.
• Highly organized self-starter, with a data-driven mentality and a bias towards action.
• A strong colleague and company advocate who sets an example of professionalism within the company.
• You are insatiably curious, kind and empathic with an unrivaled work ethic. Your worldview is not insular, but expansive. You are ready to do something meaningful and impactful. And above all, you love to learn and get things done.
• BA/BS-degree is required, a graduate degree is a plus

Benefits 

Comprehensive benefits include generously subsidized medical, dental, and vision insurance as well as life insurance, dependent care and flex spending accounts, a generous 401k match, pet insurance, Flex PTO, education reimbursement, and a very flexible working environment. Additional perks include complimentary vending machines, massage therapy, endless amounts of food, bi-weekly gifts, and subscriptions to the Calm App, a Music Streaming Service, and ClassPass. Walker Edison also offers several company and individual team building enrichment activities and educational classes throughout the year!  

About the Company  

Walker Edison Furniture is a market-leading, e-commerce drop ship business in the home furnishings realm with an unwavering focus on customer satisfaction every step of the way! Our brand and designs represent our desire to break away from the standard mold and help our customers "Live Outside The Box." This is an exciting time to join our expanding operations. We are an established business with huge future potential. Come join our team and be a part of a fun and growing company where we “Work Outside the Box”!  

Walker Edison is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.