Customer Engagement - E-commerce Manager

OverviewWe are authentic, professional providers of fun, focused on building a Great Place To Work For All by staying true to our mission: "Life's a Party, We're Makin' It Fun!" and "So Much Fun It's Scary!"At Spencer's and Spirit Halloween, we do the right thing always - integrity, fairness, respect, and transparency are our foundation. You will find our culture to be inclusive, passionate, resilient, and one that values differences and embraces all.One Team / One GoalWe are leaders and owners of our business success. Whether it's developing new and exclusive costumes, quality testing products, or implementing technology solutions, our teams understand the value of working collaboratively to embrace change through innovation, curiosity, and thoughtfulness.We offer a comprehensive benefits package that includes:Flexible work environmentCareer advancementCompetitive base salaryBonus opportunityVacation, Personal, Sick and Holiday payMedical, Dental, Vision, Disability, Life and AD&D insurance401k with a company match30% merchandise discountResponsibilitiesOwn the development of the Customer Engagement Strategy, and partner with the brand managers, marketing team, and analytics team to execute the strategy.Collaborate and communicate with multiple department leads to continually drive the best customer experience while meeting business objectives.Develop a deep understanding of the customer experience and data flow to drive conversion & revenue.Proactively recommend timely changes to the Customer Engagement Strategy based upon new data and customer insights.Help drive brand strategy through customer experience and customer insights.Implement site experiences, promotions, and taxonomy, including setting up A/B tests.Manage, maintain, and expand the experience optimization and personalization platform.Focus on customer insight to develop and execute personalization experiences to drive conversion.Collaborate with both online and brick & mortar Marketing teams to develop online promotional strategies that provide the customer a seamless experience.Execute and report upon success metrics of onsite promotional strategies.Identify strategic partnerships and emerging technologies that enhance and improve existing customer loyalty and conversion.Partner with other ecommerce teams to coordinate and create both site-wide and category-level promotions that support the brands and encourage profitable conversion.Develop and manage both strategy and execution of promotional campaigns for both brands.Review and interpret data, in conjunction with Analytics & Email Manager, to improve promotional email performance as well as onsite promotions, including key digital KPI's and margin goals.Using Adobe analytics, revenue forecasts, seasonal trends, and other reporting to review performance of assigned areas of the site and make recommendations for improvement.Source and acquire third-party vendors and resources that support the needs of the department.Work closely with and manage strategic vendor partner relationships to ensure we are maximizing their functionality.Manage, maintain, and expand the customer review program.QualificationsBachelor's degree (B. A.) from four-year College or University; or three to five years related ecommerce experience and/or training; or equivalent combination of education and experience.To perform this job successfully, an individual should have knowledge of Microsoft programs such as Word, Excel, PowerPoint, and Outlook. Experience with web analytics tools such as Adobe Analytics.In-depth knowledge of ecommerce analytics, including emerging trends.Analytical problem-solving skills.Transferring brand objectives into creative strategies and executions.Experience working with UX/Digital Creative teams.Ability to adjust in a fast-paced and creative environment.Works well under pressure and timelines.Excellent organizational skills and extremely detail-oriented.Team player with a positive "can-do" attitude, strong verbal and written communication skills.Excellent interpersonal skills.Comfortable working with a wide variety of products and trends.

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