Director of Digital Growth & Customer Experience

NFM; Kansas City (KS); Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Same day pay

Competitive pay

Inclusive culture

Health, dental, vision, life Insurance

Paid holidays

Staff discount on merchandise

Career development opportunities

Volunteer opportunities

Tuition Reimbursement

401(k) with company match

Job summary

Nebraska Furniture Mart (NFM) is seeking a strategic, customer-focused Digital Commerce & Customer Experience 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.

This position reports to the Chief Merchandising Officer and leads site merchandising,

Qualifications

• 8-10+ years of experience in digital commerce, ecommerce, digital product, retail merchandising, customer experience, or 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 environment.
• Retail or omnichannel experience preferred.

Responsibilities

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

Skills

Digital commerce leadership

Cross-functional leadership

Strategy development

Customer experience improvements

Education

Bachelor's Degree in Marketing or related field

Job description

Nebraska Furniture Mart (NFM) is seeking a strategic, customer-focused Digital Commerce & Customer Experience 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.

This position reports to the Chief Merchandising Officer and leads site merchandising,