Head of E-Commerce

Job Description

Job Description

Head Of E-Commerce

Role Overview:

This position reports to the Senior Vice President of Sales Operations and Marketing. Develops and maintains the eCommerce department including, but not limited to, Shop Goodwill, eBay, and any other platform through which merchandise is sold digitally. Maintains an operation that delivers fair market value of listed merchandise. Manages the receipt, distribution, sale, and tracking of all goods sent to the department.

Exemplary Duties/ Responsibilities:

• Maintain systems related to the sale of goods through online platforms including, but not limited to, Shop Goodwill and eBay. Develops Goodwill’s presence on emergent selling platforms to diversify and expand revenue in eCommerce.
• Meet budget and margin expectations set for eCommerce operations.
• Lead employees to meet or exceed targets in revenue, average sale price, sell-through and any other targets set by retail leadership.
• Analyze data to find potential for improvement in the eCommerce operation.
• Continually review supply and shipping prices to ensure the department is paying the lowest possible price.
• Maintain customer relationships involved with the local pickup business. Ensure smooth operation of the local pickup business.
• Provide excellent customer service to eCommerce patrons including, but not limited to, answering questions about merchandise, promptly processing returns, and quickly and accurately shipping merchandise.
• Continually review templates and other settings related to third-party listing applications to ensure maximum efficiency for photographing and listing.
• Works with internal partners and external vendors and contractors to meet infrastructural needs of the department.
• Coach and develop employees to meet daily goals for posting, photographing, and shipping.
• Train employees inside and outside of the department in identification of merchandise suitable for eCommerce.
• Communicate with all levels of retail management, transportation, and maintenance to ensure an efficient, functioning, profitable and timely eCommerce operation.
• Develop and/or interpret reports for the consumption of other departments and retail staff.
• Create and maintain an efficient and organized work area for the processing, photographing, and shipping of merchandise including a cataloging system for incoming and outgoing merchandise.
• Manage personnel, inventory, listing performance, shipping, and organization in multiple physical eCommerce locations.
• Provide regular updates and feedback to stores regarding sales performance and performance in key metrics such as acceptance rate, sell-through, and eCommerce sales as a percentage of total sales.
• Inventory, maintain, order, and keep secure supplies related to eCommerce.
• Manage personnel for the eCommerce departments including, but not limited to, hiring, training, coaching, corrective action, payroll, and termination.
• Manage computer software and training related to that software for store teams and the eCommerce personnel.
• Create and develop relationships with store teams that provide training opportunities and buy-in to the eCommerce program.
• Other duties as assigned.

Qualifications:

Key Behaviors:

• Modeling our agency values by putting people first, acting with honesty and integrity, embracing diversity, meeting people where they are, and serving as stewards of donations and the environment.

Specific Experience/Skills/Abilities:

• Experience with internet applications and Windows-based computer systems.
• Experience with Apple and Android phones.
• Experience supervising, coaching, and training employees.
• E-Commerce experience.
• Working knowledge of the Microsoft Office suite, particularly Excel.

This job posting should not be construed to imply that these requirements are the exclusive standard of the position. Incumbents will follow any other instructions and perform any other related duties as may be required by their supervisor.