Executive Director, Global E-Commerce & CRM (Drunk Elephant)

Drunk Elephant

Drunk Elephant

New York, NY, USA
Posted on Sunday, March 5, 2023
Job Summary

This position is responsible for the global omnichannel vision of Drunk Elephant, leading the development of a best in class consumer experience across all touch points, building long-term relationships and creating measurable value for the brand. The role supports the business objectives by enhancing web content, leading customer acquisition and retention initiatives; developing strategies to drive traffic and conversion, maximize CRM efforts to enhance online and offline experience initiatives. This role is a change agent, and the central touchpoint for all omni-channel initiatives.

The ED will be responsible to build strong cross-functional relationships and constantly partner with global marketing, site merchandising, digital content, IT, International and US ecommerce teams to ensure a consistent and exceptional customer experience across all channels, as well as strong relationships with the Americas and Global Digital Transformation Office.

Primary Duties & Responsibilities

  • Build the unique value proposition for the brand online
  • Lead new web site development initiatives in close partnership with global marketing, creative and key markets
  • Manages digital creative and content packages with a mobile-first and CRM-centric approach to ensure greater data capture and/or retention
  • Develops roadmap for digital transformation across channels, implementing programs that personalize the consumer experience and accelerate online sales growth
  • Oversee eCommerce innovation and strategy development including building concepts, ideating, planning, implementation, and coordination/execution with key stakeholders
  • Manages the strategy and roll out of global omnichannel CRM, loyalty and personalization efforts across various digital vehicles including email, paid media, owned social, in-store clienteling and new innovation
  • Develop and manage the data and technology strategy used to monitor the health of Drunk Elephant Customer Ecosystem and elevate the experience at each step of the customer journeys
  • Partner with CRM leads on the implementation and utilization of database marketing programs and customer journey maps to drive brand loyalty and sales across the consumer lifecycle
  • Responsible for the development of market start-up toolkits including resource guidelines, site assets and tracking global KPI’s
  • Leads incubator model for implementation of new digital commerce strategies per year to test and pilot
  • Continuously monitor and track new consumer behavior, competitive and market trends to drive new features and work closely with the digital team and Customer Service to develop innovative solutions and ideas. Provide recommendations to test and learn.
  • Manages the development of brand applications from Shiseido’s proprietary technologies.
  • Develop and manage team

Working Relationship/Key Stakeholders

  • Global VP Marketing
  • US Ecommerce/International Teams
  • Global Digital Creative
  • ADX/IT Teams
  • Global Marketing Category Teams
  • Global Digital Communications

Financial Accountability

  • Omnichannel experience budget
  • Digital innovation budget

Qualifications And Competencies

  • 10+ years of experience in beauty or skincare and/or lifestyle brand(s)
  • Proven track record in driving e-commerce growth, customer acquisition and retention
  • Strategic, forward thinking, anticipation of key market trends
  • Leadership in digital space and strong knowledge of digital media platforms
  • Strong leader with flexibility and ability to move quickly in a fast-paced environment
  • Team player, highly collaborative
  • Customer service focused and solution oriented
  • Strong and proactive communication skills
  • Highly analytical and creative

Shiseido is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender identity, religion, sex, age, national origin, disability, veteran status, sexual orientation, genetic information or any other classification protected by Federal, State or Local law


$141,142.5 - $211,713.75/ year