Director - eCommerce & Digital Marketing

Job Summary

Manages Brookshire’s Grocery Company’s digital transformation across eCommerce, digital marketing, and customer call in center. Oversees the strategic execution of online sales growth, digital brand presence, and customer service excellence through the “We Are Listening” call center. Ensures a seamless, personalized, and data-driven customer journey across all digital touchpoints while fostering innovation and operational efficiency.

Essential Duties And Responsibilities

• Led the development and execution of digital commerce and customer experience strategy aligned with corporate objectives, leveraging emerging trends and technologies to drive growth.

• Integrates omnichannel platforms to deliver a seamless, unified shopping experience across online and in-store.

• Oversees and optimizes the performance, security, and scalability of eCommerce platforms, ensuring seamless functionality across apps, desktop and mobile in conjunction with IT, external vendors and other departments.

• Drives ecommerce best practices for speed, navigation, personalization, and conversion.

• Leads the development of metrics enabling data-driven digital marketing initiatives across SEO, SEM, paid media (search, social, display, streaming), and social activation to drive acquisition, retention, and lifetime value.

• Collaborates with merchandising teams to ensure accurate product content including but not limited to listings, pricing, and promo strategies online.

• Optimizes product taxonomy, categorization, and search functionality to improve discoverability and upselling.

• Collaborates with store operations to streamline order processing, improve inventory visibility, and implement recognition programs to boost curbside/eCommerce performance and customer satisfaction.

• Elevates in-store experience through wayfinding, digital signage, deep links, and app integrations to drive engagement and convenience.

• Collaborates with third-party vendors (e.g., Instacart, DoorDash and others) to drive sales, align promotions, and enhance efficiency and performance across delivery channels.

• Oversees the “We Are Listening” call center to deliver exceptional service and rapid issue resolution, leveraging advanced analytics and feedback loops to boost customer satisfaction.

• Integrates call center insights into digital and operational strategies to enhance the overall customer experiences.

• Analyzes KPIs and leverage A/B testing to optimize eCommerce, digital marketing performance.

• Delivers actionable insights and recommendations to leadership to drive ROI and continuous improvement.

• Leads and develops a high-performing team while fostering a culture of innovation, collaboration, and accountability.

• Oversees vendor relationships with technology partners, marketing agencies, and logistics providers to ensure operational excellence.

Knowledge, Skills And Abilities

• Advanced knowledge of Microsoft Office applications including Excel, Access, Word, Outlook and PowerPoint.

• Advanced knowledge of medium to large-scale eCommerce platforms (Instacart, Salesforce, Adobe, SAP), analytics tools (Power BI, Tableau, Google Analytics, Looker/Looker Studio), content providers (Syndigo, Nielsen, Salsify), digital solution providers (Socii), and social media integrations with platforms such as Facebook, TikTok, and Instagram required.

• Intermediate knowledge of SAP reporting and transactional applications preferred.

Education, Experience And Qualifications

• Bachelor’s Degree in related field and ten or more years of related experience; or an equivalent combination of experience and/or higher education preferred.

• Minimum of 2–5 years of experience in a managerial or higher-level role required.