Fitt Talent Partners is a specialized recruitment firm working with top health, fitness, and wellness companies.
We’re filling this role for a client – A fast-growing human performance company offering the highest quality supplements designed to enhance physical and cognitive well-being.
Job Description
Our vision is to create a best in class customer experience for customers. This role will manage, govern, and optimize our effort to grow DTC sales by redefining the customer journey. This includes increasing the number of customers the team interacts with, increasing the conversion rate and average order value of those interactions, and assuring those customers are satisfied with their experience. Additionally, this role will be key in driving innovations in how we reach customers and optimizing the operational cost structure of our efforts. Our ideal candidate has a deep understanding of customer psychology and prioritizes sales, the customer experience and the customer journey in their strategic approach.
Responsibilities
- Understand our customer:
- Develop a deep understanding of our customers, their behaviors and purchase journeys
- Utilize data-driven insights and marketing psychology best practices to make informed decisions about product positioning, category management, and upsells/cross-sells to increase AOV and conversion
- Own and optimize website:
- Work cross-functionally and with our agency partners to design, develop and optimize the website and landing pages, ensuring a seamless, user-friendly experience
- Develop and execute merchandising strategies to maximize product visibility, enhance the customer journey, and drive sales through upsells/cross-sells
- Oversee our CRO strategy and execution by conducting A/B testing and analyzing user behaviors to improve our UI/UX
- Monitor and report on site health:
- Define, develop, and monitor eCommerce metrics, measuring the performance of the site to guide strategic recommendations
- Track site health and provide strategic insights to leadership
- Enhance subscription experience:
- Manage and optimize our subscription experience, leading to more customers through the purchase journey from one-time purchasers to subscribers
- Identify and execute strategies to reduce churn
- Partner cross-functionally:
- Collaborate with product, marketing, operations and growth teams to optimize product assortment and positioning
- Work with marketing team to implement website enhancements, functionality improvements, new features, and content and creative in line with SEO best practices
- Build a strong relationship with our customer support and operations teams to ensure that our experience exceeds expectations after an order is placed online
Requirements
- 10+ years of directly related experience in eComm sales or digital marketing
- Experience leading an eComm team at a DTC Retail, CPG, or similar company
- Demonstrated track record with CRO and increasing AOV
- Proven ability to manage a high performing team
- Strong understanding of customer psychology and behavior
- Demonstrated ability to balance operations and implement strategic/innovative solutions
Location
- This position is a hybrid role in-person out of our Santa Monica, CA office, and requires travel quarterly. Relocation support to be provided if needed.
