Director of Websites and E-Commerce

Ecommerce Strategy & Marketplace Leadership

• Lead the continuous improvement of Monin Americas’ web and ecommerce experience, identifying opportunities to better serve customers through personalization, subscriptions, loyalty, reviews, search, recommendations, and emerging ecommerce technologies.
• Lead ecommerce strategy and execution across Monin Americas' website and ecommerce channels to deliver an exceptional customer experience while supporting customer engagement, customer acquisition, retention, and customer lifetime value.
• Lead and support Amazon and ecommerce marketplace growth strategies, performance optimization, partner management, operational improvements, and expansion opportunities.
• Identify opportunities to scale ecommerce performance through innovation, AI adoption, automation, operational improvements, and data-driven decision-making.
• Own ecommerce business performance, KPI tracking, budget management, and sales accountability across Monin.us, Monin.ca, Monin.mx, Monin.lat, Amazon, ecommerce marketplaces, and Expressway, our B2B ecommerce site.
• Support future ecommerce expansion opportunities, marketplaces, and emerging digital business initiatives.

Customer Experience & Compliance

• Oversee the daily operations, optimization, and performance of Monin Americas’ Shopify Plus ecommerce websites.
• Leverage expertise in Shopify Plus, Salesforce, and related ecommerce technologies while quickly learning new platforms, such as MRD (Monin Recipe Database), to identify opportunities to improve customer experience, efficiency, and performance.
• Ensure websites deliver a seamless, customer-first experience while maintaining high standards for functionality, performance, accessibility (ADA/WCAG), SEO, privacy, tax, security, and regional ecommerce compliance requirements across all markets.
• Lead UX, personalization, and customer experience optimization initiatives, including A/B testing, search optimization, recommendations, loyalty, subscriptions, reviews, customer messaging, and retention programs.
• Partner closely with Customer Support teams to continuously improve the customer journey, resolve issues, gather feedback, and enhance the overall ecommerce experience.
• Partner with Legal, Finance, IT, and Customer Support teams to maintain and improve processes related to privacy policies, customer data management, tax compliance, accessibility, and regional ecommerce regulations.
• Monitor website analytics, customer behavior, conversion performance, and operational KPIs to identify trends, opportunities, and improvement action plans.

Team Leadership & Talent Development

• Lead, coach, and develop a multifaceted Websites & Ecommerce team, fostering a culture of accountability, collaboration, customer-centricity, innovation, and continuous improvement.
• Create an environment where team members feel empowered to take ownership, contribute ideas, develop new skills, and grow.
• Provide clear prioritization, coaching, development opportunities, and performance management support to team members across ecommerce channels and responsibilities.
• Empower team members to become strong decision-makers, effectively manage priorities, communicate cross-functionally, and take ownership of their business results.
• Establish scalable workflows, prioritization processes, and operational best practices to improve efficiency, execution quality, and team effectiveness.
• Support career growth and professional development opportunities.

Cross-Functional Collaboration & Operational Excellence

• Foster strong cross-functional partnerships that enable teams to move quickly, communicate effectively, and deliver exceptional customer experiences.
• Partner closely with Marketing, IT, Customer Support, Sales, Communications, Product, Finance, Legal, and external partners to align ecommerce initiatives with business goals and customer needs.
• Collaborate with internal and external developers, agencies, Amazon partners, marketplace partners, and solution providers to support website development, integrations, operational improvements, and marketplace growth.
• Lead ecommerce project prioritization, workflow alignment, and operational coordination across teams and stakeholders.
• Ensure efficient, accurate, and scalable execution of ecommerce projects, launches, promotions, campaigns, and operational initiatives.

Data, Reporting & Performance Management

• Develop and maintain forward-looking action plans and business priorities aligned with customer experience goals, growth opportunities, and operational needs.
• Analyze website, marketplace, customer, sales, and campaign performance data to identify trends, opportunities, and actionable business insights.
• Lead monthly and quarterly ecommerce performance reporting with clear recommendations and action plans tied to business goals, KPIs, and channel growth opportunities.
• Monitor and optimize ecommerce KPIs including traffic, conversion rate, average order value, retention, subscriptions, reviews, customer satisfaction, marketplace performance, and sales growth.