Director, Digital Commerce and Customer Experience

Nebraska Furniture Mart, Inc.; Cedar Park (TX); On-site; USD 160,000 - 230,000; Full time

Job summary

NFM is seeking a strategic, customer-focused leader to own performance, roadmap, and growth of its ecommerce business. As Director, Digital Commerce & Customer Experience, you will drive online revenue, customer experience, and profitability across the ecommerce channel.

Hybrid work with relocation to commuting distance from retail locations is expected. You will lead site merchandising, customer journey optimization, digital discovery, and conversion performance, partnering across

Qualifications

• 8–10+ years in digital commerce or related leadership functions.
• Degree or equivalent experience in marketing/related field.
• Proven success improving online performance, revenue, and customer experience.
• Experience owning ecommerce revenue metrics and financial planning/forecasting.
• Lead cross-functional teams across merchandising, marketing, product, analytics, and tech.
• Strong understanding of ecommerce KPIs, SEO, and digital roadmapping.
• Ability to influence and drive change in a fast-paced environment.
• Retail or omnichannel experience preferred.

Responsibilities

• Own the ecommerce business strategy, roadmap, and site experience to grow revenue and profitability.
• Lead cross-functional teams to accelerate execution across merchandising, marketing, product, analytics, operations, and technology.
• Champion experimentation, personalization, and optimization across the customer journey.
• Provide financial leadership for the ecommerce business with planning and forecasting.
• Shape a high-performing online journey across browse, PDP, cart, and checkout.

Skills

Digital commerce leadership

P&L management

Cross-functional leadership

Forecasting

Strategic roadmap

KPI analytics

Retail omnichannel

SEO awareness

Education

Bachelor's degree in Marketing/Advertising or related field

Job description

Job Description: Your Piece of the Puzzle NFM is seeking a strategic, customer-focused digital commerce leader to own the performance, roadmap, continuous evolution, and growth of our ecommerce business. As Director, Digital Commerce & Customer Experience, you will be accountable for online revenue, digital business performance, customer experience, and profitability across NFM's ecommerce channel. Reporting directly to the Chief Merchandising Officer, you will lead the strategy for site merchandising, customer journey optimization, digital discovery, and conversion performance, partnering across merchandising, marketing, product, analytics, operations, and technology to drive profitable growth and a seamless omnichannel customer experience. This is a highly visible leadership role focused on digital experience, commercial performance, and enterprise impact. This position will work a hybrid schedule requiring the candidate to reside in NE, IA, MO, KS or TX and in commuting distance to one of our retail locations.

Job Duties:

• A Day in the Life Manage: Own the ecommerce business strategy, digital commerce roadmap, and site experience strategy to drive revenue growth, profitability, conversion, and customer engagement.
• Lead: Deliver key business metrics including online revenue, profit, conversion, average order value, traffic, and customer engagement while identifying new growth opportunities.
• Collaborate: Lead cross-functional teams and establish clear operating rhythms that accelerate execution across merchandising, marketing, product, analytics, operations, and technology.
• Administer: Champion experimentation, personalization, and continuous optimization across the customer journey.
• Own: Provide financial leadership for the ecommerce business, including planning, forecasting, performance reporting, and accountability for digital channel results.
• Model: Shape a high-performing online journey across browse, product detail, cart, and checkout experiences that reflect the NFM brand.
• Foster: Build clear accountability and operating rhythms across teams to simplify execution and accelerate meaningful outcomes.

Qualifications:

• 8-10+ years of experience in digital commerce, ecommerce, digital product, retail merchandising, customer experience, or a related leadership function.
• Bachelor's Degree in Marketing, Advertising, related field or equivalent experience.
• Demonstrated success improving online performance, conversion, digital selling outcomes, and customer experience.
• Experience owning or influencing ecommerce revenue performance, business results, financial planning, forecasting, or P&L-related metrics.
• Experience leading cross-functional work across merchandising, marketing, product, analytics, and technology teams.
• Strong understanding of ecommerce KPIs, experimentation, search and SEO, and digital roadmap prioritization.
• Ability to influence, simplify complex work, and lead change in a fast-paced, matrixed environment.
• Retail or omnichannel experience preferred.
• Pre-employment screening includes, but isn’t limited to, motor vehicle and criminal background check.