Director, Digital Growth and Optimization - Digital Commerce
About Us
Thank you for your interest in joining our team! QVC Group, Inc. is a Fortune 500 company with six leading retail brands – QVC®, HSN®, Ballard Designs®, Frontgate®, Garnet Hill® and Grandin Road®. We are a live social shopping company that redefines the shopping experience through video-driven commerce on every screen, from smartphones and tablets to laptops and TVs.
QVC Group brings innovative products, compelling content, and unforgettable moments to millions of shoppers worldwide via social platforms, streaming apps, e-commerce sites and TV channels, making every screen a doorway to discovery, delight, and community.
About The Role
The Director of digital Growth, Innovation, and Optimization is accountable for leading platform strategy and creating the next-generation QVC digital experience, including the omnichannel experience and strategy. This role will also manage and track our key digital strategies and roadmap as well as ensure that we are optimizing the platform overall, with a focus on conversion rate, revenue per visitor, sales, and customer experience. Develops and represents the digital strategy with a short-term and long-term roadmap that demonstrates the evolution of the digital platforms Develops, leads, and analyzes customer relevancy/targeting strategy across digital platforms, determining when and where to deliver appropriate content/messaging for select customer segments to positively influence their onsite experience, driving retention and revenue. Contributes to the eCommerce global Center of Excellence ensuring US best practices and learnings are shared globally among organizations. Focuses on and leads new digital strategies and opportunities, tackles challenging business problems, drives change and innovation within the digital organization, and shares progress and learnings with other teams and leaders where appropriate.
What You Will Do
Digital Platform Experience and Strategies
- Develops vision for next generation experience on QVC’s digital platforms, focusing on video-driven commerce, identifying key enablers/platform capabilities needed to support
- Creates customer journey maps where appropriate
- Develops digital platform roadmap with cross-functional team and creates business cases to implement key capabilities
- Leads cross-functional team dedicated to Digital Experience/Next Generation short & long-term roadmaps, managing to the execution and goals of the digital platform roadmap
- Ability to understand data and use customer insights form hypotheses and tests for capabilities to solve our customers’ meaningful problems or meet their needs
- Consistently iterate and optimize relevancy strategy based on learnings; propose new site placement for targeting, new content including video and other opportunities
- Develop the content strategy for video and LiveStreaming on the Digital platforms and own the programming
- Review and analyze metrics, apply learnings to iterate and improve customer experience and sales results
- Drive app experience, usage and download strategy
- Drive personalization across all platforms
Digital Platform Experience and Strategies
- Develops vision for next generation experience on QVC’s digital platforms, focusing on video-driven commerce, identifying key enablers/platform capabilities needed to support
- Creates customer journey maps where appropriate
- Develops digital platform roadmap with cross-functional team and creates business cases to implement key capabilities
- Leads cross-functional team dedicated to Digital Experience/Next Generation short & long-term roadmaps, managing to the execution and goals of the digital platform roadmap
- Ability to understand data and use customer insights form hypotheses and tests for capabilities to solve our customers’ meaningful problems or meet their needs
- Consistently iterate and optimize relevancy strategy based on learnings; propose new site placement for targeting, new content including video and other opportunities
- Develop the content strategy for video and Live Streaming on the Digital platforms and own the programming
- Review and analyze metrics, apply learnings to iterate and improve customer experience and sales results
- Drive app experience, usage and download strategy
- Drive personalization across all platforms
Digital Optimization Strategies
- Work with Chief Digital Officer and other key stakeholders to develop key strategies designed to improve our business and the customer experience
- Create a plan to implement core strategies and rigorously track to plan
- Develops and execute optimization goals and strategies focused on improving core metrics and the customer experience (including recommendations, site search, optimization engines, AB testing, etc.)
- Lead a team of experts in analyzing customer behavior, identifying key trends and optimizing the user journey to mazimize conversions and enhance customer satisfication
- Develops relationships with vendors whose technology can further our core strategies and customer experience, testing new technologies and experiences on our digital platforms
- Constantly looks 12 months to 24 months into the future to understand how the customer experience will change in the industry and builds to that target
- Analyzes internal results, follows industry trends and competition to help identify new opportunities and propose counter strategies to help achieve the digital strategy and revenue goals Helps develop global Center of Excellence work for the US, including but not limited to Digital Commerce Playbooks, a collection of learnings and best practices that will serve to guide and support eCommerce teams and businesses across all markets.
Digital Content Development
- Edit videos for the digital experience to bring more Liveness to the platform and feed our NextGen experience
- Program and produce interactive Livestreams on our platform that meet the sales plan and establish habitual watching patterns from our customers
- Collect and curate content from all channels so that Digital is the central hub of the QxH ecosystem and customers can always find what they are looking for
What You Bring
10+ Years of Overall Experience
BA/BS in marketing, communications, e-commerce, or related field; or equivalent experience
Minimum 7+ years eCommerce/digital marketing experience or Digital Product Management
Strong analytical mind and results oriented
Visionary in digital space. Ability to think strategically and lead cross functional, critical corporate business initiatives.
Thought leader and up to date with industry development and trends
Strong written and oral/presentation communication skills
If you enjoy being a part of a team, creating experiences and delighting customers, you’ll love it here. If you’re excited about retail, media, social, live streaming, technology, customer service, design and more, you’ll find amazing projects to work on. If you want to grow professionally and learn every day, you’ll thrive with us. If you appreciate a company committed to inclusion and belonging for all, you’ll be amazed at what’s available for our team members. We offer a comprehensive Total Rewards package including competitive compensation, health care benefits starting on day 1, 401(k), paid time off, tuition reimbursement, employee assistance program, parental leave, paid volunteer hours, company discounts and much more. Best of all, working with QVC Group means friendly teams, ambitious projects and fast-moving careers!
For QVC Group, our commitment to inclusion and belonging for all is deeply rooted in Our Principles. They call on us to Drive Progress, Act With Empathy, Be Brave, Embrace the Future, and Do What’s Right so that everyone can thrive. We are committed to ensuring that our workplace provides equal employment opportunities for all team members and candidates and complies with all applicable federal, state, and local laws and regulations. As an equal opportunity employer, QVC Group is committed to a barrier-free employment process. If you need reasonable accommodations/support throughout, please contact us at workwithus@qvcgrp.com for assistance.