Kirkland's Manager, E- Commerce Site Operations in Brentwood, Tennessee

The Manager eCommerce Site Operations (MESO) will work closely with team to innovative online solutions that drive sales, profitability, customer satisfaction, and customer acquisition and retention. The MESO will work closely with Marketing, Merchandising, IT and other functional areas to drive eCommerce strategies for Kirklands. This position will manage day to day site operations, as well as production calendar management, vendor management and drive execution of a very exciting SDFNendor Drop Ship Initiative.

  • Partner with IT and team in the evaluation, selection and management of new eCommerce technologies.

  • Create strong cross functional relationships with peers in other departments to foster shared learning and leverage best practices. Monitor market trends and conduct competitive benchmarking.

  • Oversee the eCommerce operations function with the ability to build a team based on business needs.

  • Ensure timely and competent research and resolution of site operations support issues including communications to broad team.

  • Track minor and major eCommerce requests, and manage implementation of mini-releases. Provide support to major eCommerce project initiatives by providing subject matter expertise and performing UAT.

  • Foster a positive, creative and technologically-inspiring team environment.

  • Create strong cross-functional relationships across multiple Kirklands team.

  • Coach and develop associates to meet or exceed business objectives and attain personal career goals

  • Allocate resources and workload in alignment with budget and the needs of the business.

  • Collaborate with entire business to continually increase conversion rates by evolving site usability, and optimizing merchandising and promotions opportunities. Define, report, and interpret analytic results. Leverage analytical insights to drive effective decisions regarding site functionality enhancements and to optimize the site experience for increased sales, profitability and customer satisfaction.

  • Manage and lead top company initiative of SDFNendor drop ship.

  • Lead efforts of vendor on boarding, project roadmap, project parameters and resource planning.

  • Work with team to select order broker and process to link with vendor community.

  • Build rock solid relationship ship with vendor community through integrity and trust as to build long standing relationships.

  • As Manager of Site Operations you will be the conduit that brings together company and merchandising direction, and executes the outward looking plan to the online channel.

  • Manage and oversee internal Kirklands Customer Service Team as well as a Third Party Contact Center. Drive best in class customer experience via strong SLA and data measurement. Strong focus on selling and service culture

  • Bachelor Degree or Equivalent Experience.

  • 5+ years experience in eCommerce Site Operations with solid experience in SDFNendor Drop Shop project initiatives.

  • Demonstrated experience with website strategy, site functionality and end-user experience in a transactional environment

  • Experience with best in class eCommerce platforms as well as WMS-OMS-Analytics, and VAN Portals Commerce Hub or Vendor Net.

  • People Management Experience - Effective manager of people with strong leadership and team-building skills.

  • Excellent verbal and written communication skills.

  • Creative, thought-leader capable of innovating new ideas and articulation them into seamless execution.

  • Demonstrated ability to interface with all levels of management.

  • Ability to manage a diverse team and create an environment where associates are motivated to deliver high quality results

  • Self-starter who is passionate about achieving aggressive growth targets

Job ID: 2017-3974

External Company Name: Kirkland's, Inc.

External Company URL: