Director, Digital Commerce and Customer Experience

NFM; Des Moines (IA); Hybrid; USD 170,000 - 230,000; Full time

Benefits offered by this job

Same day pay

Competitive pay

Inclusive culture

Health, dental, vision, life Insurance

Paid holidays and PTO

Staff discount

Career development opportunities

Volunteer opportunities

Tuition Reimbursement

401(k) with Berkshire Stock option

Job summary

Nebraska Furniture Mart (NFM) is seeking a strategic, customer-focused leader to own the performance, roadmap, and growth of our ecommerce business. As Director, Digital Commerce & Customer Experience, you will drive online revenue, digital performance, and a seamless omnichannel experience, reporting to the Chief Merchandising Officer and partnering across teams.

This hybrid role requires residence within commuting distance to a location in NE, IA, MO, KS, or TX.

Qualifications

• 8-10+ years in digital commerce, ecommerce or related leadership
• Bachelor's Degree in Marketing or related field or equivalent
• Proven track record improving online performance and customer experience
• Experience owning ecommerce revenue performance, forecasting, or P&L
• Leads cross-functional work across merchandising, marketing, product, analytics, and tech
• Strong ecommerce KPIs, experimentation, SEO, and roadmap prioritization
• Ability to influence, simplify complex work, and lead change in a fast-paced setting
• Retail or omnichannel experience preferred
• Pre-employment screening includes motor vehicle and criminal background check

Responsibilities

• Own the ecommerce business strategy, digital roadmap, and site experience to drive revenue, profitability, and engagement.
• Lead metrics for online revenue, profit, conversion, AOV, traffic, and customer engagement; identify growth opportunities.
• Cross-functional leadership across merchandising, marketing, product, analytics, operations and technology.
• Champion experimentation, personalization, and continuous optimization across the customer journey.
• Provide financial leadership for ecommerce including planning, forecasting, and performance reporting.
• Shape a high-performing online journey across browse, product detail, cart and checkout.
• Foster clear accountability and operating rhythms to accelerate execution and outcomes.

Skills

Digital commerce leadership

Strategic thinking

Cross-functional leadership

Customer experience

Ecommerce KPIs

SEO & experimentation

Forecasting & P&L

Influence & change management

Education

Bachelor's Degree in Marketing or related field

Job description

At Nebraska Furniture Mart (NFM), we’ve been hiring friends since 1937—people who share our passion for helping customers feel right at home. If you share our vision, we invite you to be one of us! People love working here! Named one of Furniture Today’s Best places to work, and here a few reasons why: A FUN, stable work environment, with no layoffs in our history. A safe place to work and shop, development opportunities leading you to the career of your dreams and a culture that encourages volunteering and serving our communities.

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.

Your work will directly impact our ability to help people create a lifestyle they love, for the people they love—because that’s what we love.

Qualifications: Can You Check These Boxes?

• 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.

Benefits: What’s in It for You?

• Same day pay - access to your earned pay on-demand, when you need it the most
• Competitive pay - generous annual increases up to 7%
• Inclusive culture – Because everyone who works or shops at NFM should feel right at home
• Health, dental, vision, life Insurance, short and long term disability
• Paid holidays (upon hire) and paid time off (after 90 days)
• Staff discount on merchandise (Collectively, NFM staff have saved almost $2 million on purchases in the last 12 months)
• Virtual and in-person career development opportunities at all levels
• Paid community volunteer opportunities
• Tuition Reimbursement
• You’ll start saving for your retirement immediately in NFM’s 401(k) and you’re eligible for company match after one year. NFM’s 401(k) also offers Berkshire Stock as an investment option

Nebraska Furniture Mart is an Equal Opportunity Employer