Senior Manager, eShop - San Leandro, CA

WHO WE ARE

At Ghirardelli, we're on a mission to become a one billion dollar brand and beyond. We want to be every consumer's first choice of premium chocolate, and we believe we can do that through our products and the way we do business, which are all inspired by our brand commitment to Making Life A Bite Better. We are a company committed to both personal and professional growth and believe that each employee contributes directly to Ghirardelli's growth and success.

The Senior Manager, eShop is responsible for managing daily site operations to deliver sales and profit growth on Ghirardelli.com.

You will have full P&L responsibility and ownership of the entire customer journey for our DTC site, working closely with Digital Commerce, Brand Marketing, Finance, Operations, Customer Service, IT and Retail Product teams. This is a highly entrepreneurial and data driven role which requires a deep understanding of the direct to consumer business model and eCommerce specific platforms and tools.

Website Ownership

• Oversee relationships with third-party vendors/agencies and eCommerce systems (site platform, OMS, ratings & reviews, payment platform, CRM, creative studio)
• Continuously optimize UX/UI and conversion rate through ongoing A/B testing
• Develop and implement merchandising strategies in line with company goals across Wholesale, Restaurant & Retail and Professional Products divisions
• Collaborate with IT on technical product roadmap implementation and represent the Digital Commerce team in company IT initiatives
• Use data-driven insights to track and analyze key performance metrics including revenue, profit, customer acquisition cost, retention rate and overall site satisfaction score
• Partner with Content Ops & Development Manager to ensure 100% product information accuracy on product detail pages

Marketing Strategy (Owned & Paid)

• Oversee eShop Business Manager in creation of annual marketing calendar
• Collaborate with Brand Marketing on owned marketing initiatives across acquisition and retention strategies (email marketing, content/SEO, SMS, organic social, affiliates, external traffic drivers)
• Partner with Sr. Manager, Digital Commerce & Omnichannel Marketing to build performance marketing plan (SEM, paid social, influencers) and KPI dashboard

Business Operations Management

• Partner regularly with Customer Service and Warehouse Fulfillment leads on continuous process improvement based on customer interactions and feedback
• Collaborate with Retail Product team on forecasting, pricing and inventory management of product portfolio
• Manage DTC P&L and cost center planning and actuals in partnership with Finance

• BA / BS Degree or equivalent work experience
• 5-7 years of scaling a DTC business experience is required; Food & Bev experience is preferred
• At least 2 years of experience managing and developing high performing individual contributors
• Fluency in eCommerce operations and marketing platforms (Magento, Shopify, Klaviyo)
• Data-driven and highly analytical; must have experience using Google Analytics to optimize SEM performance
• Familiarity with various fulfillment models, including direct to consumer, third party logistics (3PL), Fulfilled by Merchant (FBM), Fulfilled by Amazon (FBA) as well as transportation logistics
• Excellent verbal and written communication skills; able to take complex concepts and translate them into concrete recommendations for Leadership team
• Extremely collaborative - solution oriented, curious, thrives working alongside teammates and cross functional partners towards common business goals

Work Conditions

• Hybrid role (3 days in San Leandro office, 2 days work from home)
• Travel to fulfillment center in Tracy at least once a quarter
• Able to flex working hours based on Global meetings as needed (up to 3 days a week)