Director, Digital Commerce and Customer Experience

NFM; Omaha (NE); Hybrid; USD 150,000 - 210,000; Full time

Benefits offered by this job

Hybrid schedule

Career development

Staff discount

Job summary

Nebraska Furniture Mart seeks a strategic, customer-focused Digital Commerce & Customer Experience leader to own online revenue and performance across our ecommerce channel.

As Director, Digital Commerce & Customer Experience, you will drive site merchandising, customer journey optimization, digital discovery, and conversion—partnering across teams to grow profitability and deliver a seamless omnichannel experience.

Qualifications

• 8-10+ years in digital commerce or related leadership roles.
• Bachelor's Degree in Marketing, Advertising, related field or equivalent experience.
• Proven success in improving online performance, conversion, and customer experience.
• Experience owning ecommerce revenue performance, forecasting, or P&L metrics.
• Experience leading cross-functional teams across merchandising, marketing, product, analytics, and technology.
• Strong understanding of ecommerce KPIs, experimentation, SEO, and roadmap prioritization.
• Retail or omnichannel experience preferred.
• Pre-employment screening includes background checks.

Responsibilities

• Own the ecommerce business strategy, roadmap, and site experience to drive revenue growth and profitability.
• Lead cross-functional teams across merchandising, marketing, product, analytics, operations, and technology.
• Champion experimentation, personalization, and continuous optimization of the customer journey.
• Provide financial leadership including planning, forecasting, performance reporting and accountability for digital channel results.
• Shape high-performing online journeys across browse, product detail, cart, and checkout.
• Foster accountability and operating rhythms to accelerate execution.

Skills

Digital commerce leadership

Cross-functional leadership

Data-driven decision making

Ecommerce strategy

KPIs & optimization

Education

Bachelor's degree in Marketing or related field

Tools

A/B testing

SEO

Analytics tools

Ecommerce platforms

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?

As a full-time member of our NFM Family, you will enjoy:

• 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