Senior Director of Digital Commerce and Customer Engagement
Position Summary
We are seeking a highly experienced Senior Director of Loyalty & Digital Commerce, with a proven track record of business growth. You will serve as the strategic architect, P&L owner, and operational powerhouse driving the transformation of our national retail footprint.
Responsibilities
Partnership Management
Partner Acceleration: Foster strong relationships with DoorDash, GrubHub, Uber Eats and aggregator partners to ensure seamless integration and growth of delivery services.
Negotiation: Negotiate favorable terms and conditions with partners to enhance profitability and customer engagement.
Category Management: Implement category management strategies to optimize product offerings and promotions on delivery platforms, focusing on both packaged goods and food service items.
Product Assortment: Analyze sales data to optimize product assortment on third-party platforms, ensuring alignment with customer preferences and market trends.
Pricing Strategies: Develop pricing strategies that balance profitability with competitiveness across different platforms.
Promotional Planning: Plan and execute promotions and offers that drive sales and customer engagement for key categories.
Loyalty & Customer Retention Strategy
Modernize the Loyalty Program: Lead the strategic roadmap for our customer loyalty program, transitioning it from a transactional points system into a personalized, emotional, and high-value ecosystem.
Boost Engagement & LTV: Utilize data-driven insights to increase active participation, reduce churn, and maximize customer lifetime value.
Personalization & Lifecycle Marketing: Oversee the CRM and marketing automation teams to deliver hyper-targeted, personalized campaigns, offers, and content based on customer segments and purchasing behavior.
P&L Management
Financial Oversight: Manage the P&L for both third-party and first-party delivery operations, ensuring both top and bottom-line performance to budget.
Budget Planning: Develop and manage budgets for marketing activations, operational improvements, and technology investments.
Digital Partnerships
Identification: Evaluate and identify the right external partners EGA needs to accelerate retail growth, digital performance and omni-channel customers.
Negotiation: Partner with procurement and legal to negotiate best-in-class commercial terms for EGA.
Implementation: Lead cross-functional teams to successful pilots, ensuring proper ROI, and national launch programming thereafter.
Stakeholder Management
Internal Collaboration: Collaborate with cross functional teams including category teams, marketing, finance, and operations to align strategies and improve delivery services.
External Relations: Maintain strong relationships with external partners and stakeholders.
Requirements
Minimum Education: Bachelor’s degree in business, finance, economics or a related field.
Preferred Education: Master’s degree in business, finance, economics or a related Field.
Minimum Experience: 15 years’ experience in managing loyalty and digital commerce businesses. Preferably in a retail or convenience store environment.
Soft Skills/Competencies:
Strategic Vision: The ability to anticipate retail trends and position the brand ahead of the digital curve.
Customer Centricity: An unwavering focus on the end-consumer experience to drive brand advocacy.
Agile Execution: Comfort navigating fast-paced environments, prioritizing effectively, and driving cross-functional alignment.
Advanced analytics skills and ability to translate data into actionable insights:
Strong negotiation and partnership management skills:
Excellent analytical and problem-solving abilities:
Ability to drive lead through ambiguity and adapt to quick pivots:
Experience with P&L management and budget planning:
Ability to work in a fast-paced environment with minimal supervision:
Familiarity with category management principles and best practices: