Key Responsibilities:

• Strategic Vision: Define and drive the omni-commerce strategy, ensuring alignment between online and offline channels, with a focus on enhancing customer experiences and driving revenue growth.
• Customer-Centric Approach: Lead efforts to understand and anticipate customer needs across all touchpoints (website, mobile apps, physical stores, call centers) to ensure a seamless and personalized experience.
• Multi-Channel Integration: Oversee the integration of digital and physical commerce channels, creating a unified approach to inventory, pricing, marketing, and customer engagement.
• E-commerce Growth: Develop and execute strategies to grow online sales, including optimizing the e-commerce platform, improving digital marketing efforts, and enhancing the customer journey.
• Brick-and-Mortar Synergy: Work closely with retail operations teams to align physical store strategies with digital initiatives, ensuring consistency in product offerings, promotions, and brand messaging.
• Data-Driven Insights: Leverage data and analytics to understand customer behavior, track performance, and refine omni-channel strategies. Ensure effective use of KPIs and reporting to drive decision-making.
• Technology & Innovation: Champion the adoption of new technologies and digital tools to enhance the omni-commerce experience, including AI, machine learning, mobile apps, and new retail technologies.
• Cross-functional Leadership: Collaborate with key departments such as marketing, IT, supply chain, product management, and customer service to align on business goals, processes, and initiatives.
• Brand Experience: Ensure the company’s brand identity is consistently represented across all channels, with a focus on creating an engaging and cohesive customer journey.
• Vendor and Partner Management: Build and maintain relationships with key technology vendors, logistics partners, and third-party services to improve service delivery and support omni-commerce strategies.
• Change Management: Lead the company through changes in retail strategy, fostering a culture of agility and innovation while ensuring alignment with overall business goals.

Qualifications:

• Education: Bachelor’s degree in Business, Marketing, Digital Commerce, or a related field. MBA or advanced degree preferred.
• Experience: 10+ years of experience in e-commerce, digital marketing, retail, or related fields, with at least 5 years in a senior leadership position overseeing omni-channel operations.
• Proven Success: Demonstrated ability to drive growth across multiple sales channels and integrate digital and physical experiences in a large-scale retail environment.
• Leadership Skills: Strong leadership and team management experience, with the ability to motivate, mentor, and build high-performing teams.
• Analytical Skills: Proficiency in using data analytics, customer insights, and performance metrics to inform decisions and optimize omni-channel strategies.
• Technology Proficiency: Familiarity with e-commerce platforms, digital marketing tools, customer relationship management (CRM) systems, and enterprise resource planning (ERP) systems.
• Customer Focus: A deep understanding of customer expectations and behavior across digital and physical touchpoints, with a strong focus on personalization and customer engagement.
• Adaptability: Ability to thrive in a fast-paced, constantly changing environment and lead transformation efforts across multiple teams and stakeholders.

Preferred Skills:

• Experience in managing large-scale digital transformation projects or omni-channel initiatives.
• Expertise in implementing and optimizing retail technologies, such as mobile POS systems, order management systems, and digital payments.
• Knowledge of customer loyalty programs and strategies for retention across online and offline channels.