Ecommerce Director at MOSCOT – New York, New York

The Director of E-Commerce will be responsible for owning the end-to-end performance of MOSCOT Ecommerce business, driving revenue growth, conversion optimization, merchandising strategy, and international expansion. This role blends strategy, analytics, and execution and requires close collaboration with Marketing, Product, Creative, Operations, and Customer Experience. This is a high-impact leadership role for someone who understands both brand storytelling and performance commerce.

Key Responsibilities:
E-Commerce Strategy and Revenue Growth
Own global e-commerce P and L and revenue targets
Develop and execute the e-commerce roadmap across site experience, merchandising, pricing, and promotions
Drive growth across key KPIs: conversion rate, AOV, LTV, retention, and international revenue
Identify new growth opportunities including bundles, subscriptions, limited drops, and collaborations
Responsible for development and oversight of annual ecommerce budget and forecasts
Maintain a pulse on competitive landscape, customer trends, and platform innovations

Shopify and Site Experience
Partner closely with Creative and Marketing teams to ensure site storytelling reflects brand vision and campaign priorities
Lead the optimization and evolution of our Shopify global storefront (themes, apps, integrations, order fulfillment)
Partner with Creative / Retail team and UX to deliver a best-in-class, mobile-first optical shopping experience
Own site performance, page speed, accessibility, and QA
Manage agency and developer relationships as needed

Merchandising and Product Launches
Own digital merchandising strategy across PLPs, PDPs, navigation, and on-site storytelling
Partner with Product and Creative on new product launches, drops, and seasonal collections
Ensure product pages are optimized for conversion, education (fit, lens options), and brand voice

International and Omnichannel Expansion
Lead international e-commerce strategy including localization, currency, payments, shipping, returns, and taxes
Optimize cross-border performance and region-specific merchandising
Partner with Retail, Wholesale, and CX teams to deliver a cohesive omnichannel experience

Analytics, CRO and Testing
Own site analytics and reporting (Shopify Analytics, GA, third-party tools), translating performance insights into actionable recommendations
Lead CRO roadmap including A/B testing, user research, and funnel optimization
Translate data into actionable insights and clear recommendations for leadership
Team Leadership & Cross-Functional Collaboration
Build, mentor, and manage a high-performing e-commerce team
Work closely with Marketing teams, Paid Media, CRM, Brand Marketing, Operations, and Customer Experience
Align e-commerce priorities with broader brand and revenue goals
In collaboration with Lab, Operations, Logistics Departments, ensure workflows, including returns, are efficiently and productively meeting the back-end ecommerce business needs.
In conjunction with Marketing CRM and IT departments ensure optimization of system integrations and performance enhancements utilizing Ai where applicable

Customer Service
Develop and execute the overall customer service strategy aligned with company goals
Establish and monitor KPIs such as CSAT, NPS, response time, and resolution rates
Optimize customer service processes, workflows, and tools to improve efficiency and quality
Collaborate with Patient Care, Marketing, Retail, Operations, and IT to resolve systemic customer issues.
With Customer Service Manager, analyze escalated customer issues and high-impact service situations and develop improvement plan.
In collaboration with Training and Development, drive continuous improvement through training, coaching, and performance management
Ensure compliance with company policies and applicable regulations

Qualifications
7+ years of e-commerce senior leadership experience
Deep expertise with Shopify (Shopify Plus experience a strong plus)
Experience scaling a global DTC consumer brand, preferably in fashion, beauty, or accessories
Strong understanding of UX, CRO, merchandising, and digital storytelling
Data-driven mindset with strong analytical and financial acumen
Proven ability to lead cross-functional initiatives and manage external partners
NYC retail / fashion / DTC ecosystem experience preferred
Experience with omnichannel support environments (phone, email, chat, social)
Background in change management or process optimization
Customer experience (CX) strategy or transformation experience

What Success Looks Like
Consistent, profitable growth across domestic and international markets
A high-converting, beautifully merchandised Shopify experience
Seamless execution of product launches and seasonal moments
Clear ownership of e-commerce performance and accountability across teams
High functioning customer service team that meets customer needs.