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Job Description

THE DEPARTMENT:

The eCommerce team is responsible for the customer's experience with Helzberg and Ben Bridge Jewelers online, from initial impression through to successful order fulfillment, as well as the financial performance of the online channel. Ben Bridge Jewelers and Helzberg Diamonds are Berkshire Hathaway subsidiaries.

Core objectives include:

• Driving direct sales, margin and profitability from transactions on Helzberg.com and BenBridge.com.
• Supporting in-stores sales by helping customers research online.
• Elevating customer satisfaction and Net Promoter Score (NPS) across the digital experience.

The team partners cross-functionally with Marketing, Merchandising, Creative, Store Operations, Customer Care, IT, and external agencies to develop successful strategies and execute programs.

POSITION SUMMARY:

The eCommerce Site Experience & Optimization Manager is responsible for executing and scaling the on-site experience for Helzberg.com, an established digital business with meaningful opportunity for continued growth. This role focuses on driving performance across product discovery, onsite content strategy, and overall site experience, continuously refining the digital experience to improve conversion, engagement, and revenue. Operating with a growth mindset, this leader partners closely with the DVP and cross-functional stakeholders to translate strategic direction into actionable plans and high-quality execution. This role balances core business optimization with thoughtful evolution, leveraging data, insights, and testing to identify and scale high-impact opportunities. This position plays a critical role in interpreting performance trends and customer behavior to inform onsite merchandising and experience enhancements. Success in this role requires strong analytical and technical acumen, executional leadership, and close collaboration with Site Experience, Operations, Product, UI/UX, Analytics, Marketing, Brand, Merchandising, and external partners. This role is accountable for delivering site experience improvements and supporting sustained, scalable growth through effective execution and cross-functional alignment.

This role plays a key cross functional execution role in shaping the digital customer experience and is accountable for driving site conversion, revenue, and engagement performance. Success is measured by improvements in key metrics including conversion rate, average order value, and customer engagement. Through strong insights and cross-functional influence, this role also helps drive more effective merchandising strategies and supports broader omni-channel growth, including increased store traffic and sales.

PRINCIPAL ACCOUNTABILITIES:

• Execute the content strategy and continuous optimization of product discovery experiences, including navigation, search results, filters, sorting, and product recommendations.
• Support and execute the end-to-end onsite experience for inbound traffic, ensuring alignment between marketing entry points (email and paid) and landing experiences to maximize conversion.
• Partner with Product and UI/UX to inform and prioritize site experience enhancements, ensuring focus on highest-impact opportunities aligned to business goals.
• Support the development and scaling of personalization and AI-driven experiences (search, recommendations, content) to enhance product discovery and customer engagement.
• Collaborate with the Analytics team to execute a test-and-learn agenda, contributing hypotheses, prioritizing opportunities, and applying insights from A/B testing to drive continuous improvement.
• Analyze site performance and customer behavior, identifying trends, friction points, and opportunities to improve conversion, AOV, and engagement.
• Deliver weekly performance reporting, synthesizing key insights and clearly communicating trends, risks, and opportunities to the site experience team and cross-functional partners.
• Translate data and customer insights into actionable recommendations that inform onsite merchandising and content strategies to improve product visibility, discovery, and conversion.
• Partner with Product and Developers to support site releases, new feature launches, and enhancements, including contributing to requirements, prioritization, and QA/UAT to ensure quality and performance.
• Monitor and improve site experience quality, including usability, functionality, and site health, identifying and helping resolve issues in partnership with technical teams.
• Translate business and customer needs into clear, actionable requirements, ensuring alignment across Product, SEO, UX, and Developers.
• Support management of third-party vendor relationships in partnership with Product, including integrations, enhancements, and ongoing performance against business goals.
• Guide the site experience team, setting priorities, coaching execution quality, and ensuring alignment to business goals.
• Partner and collaborate with Ben Bridge team to share best practices, insights, and learnings, helping to drive consistency, innovation, and continuous improvement across the digital experience.
• Establish and maintain efficient workflows, processes, and documentation to support scalable execution and strong cross-functional alignment.

SUPERVISORY RESPONSIBILITIES:

This position will lead a team of 1-2 associates and be responsible for the following:

• Accomplish department objectives by directing and monitoring the work progress of direct reports.
• Provide coaching and guidance to direct reports.
• Set expectations, annual goals and provide required quarterly touch base meetings with all direct reports.

QUALIFICATIONS:

• Bachelor's degree required.
• 8+ years of experience in eCommerce, digital merchandising, site experience, or related roles, with strong preference for multi-channel retail experience; background in jewelry, luxury, or fashion retail a plus.
• 3+ years of people leadership experience, including coaching and performance management.
• Proven experience managing priorities, and driving execution in a fast-paced, deadline-driven environment.
• Strong project management and organizational skills, with the ability to manage multiple initiatives simultaneously and deliver high-quality outcomes under tight timelines.
• Demonstrated ability to translate strategy into detailed execution plans, proactively problem-solve, and adapt quickly as priorities shift.
• High attention to detail paired with the ability to move quickly and make sound executional decisions.
• Natural curiosity and analytical mindset, with a track record of testing, learning, and applying insights to improve performance.
• Exceptional written and verbal communication skills, with the ability to clearly convey ideas and align cross-functional partners.
• Strong cross-functional collaboration skills, including the ability to build relationships and influence in a matrixed organization.
• Experience partnering closely with Operations, Product, and UX/UI teams to deliver site enhancements and launches preferred.
• Hybrid work schedule with predictable onsite attendance three or more days per week required to perform essential functions involving cross-functional collaboration, operational execution, and essential in-person interactions.

COMPETENCIES:

Execution Excellence, Analytical Thinking, Customer Experience Orientation, Business Knowledge, Cross-Functional Collaboration, Communication, Flexibility, Integrity, Leadership, and Teamwork.