E-commerce Operations Manager with a diverse background leading teams in e-commerce, brick-and-mortar, and omni-channel business initiatives.
Results-driven strategist working cross-functionally to execute new digital projects, direct multi-site operations, improve productivity and profitability, and enhance the customer experience.
Exceptional motivator with a proven track record for recruiting skilled professionals, developing talent, and retaining high-performance teams.
Critical Skills & Expertise
Systems and process implementation
Human resources leadership
Staff motivation and retention
E-commerce Operations Manager02/2016 to CurrentAnthropologie GroupPhiladelphia, PA
Oversee e-commerce operations and service team for the Anthropologie, BHLDN, and Terrain brands. Focused on enhancing the domestic and international customer's end-to-end digital shopping
experience. Spearhead continuous
process, service, logistics, and website improvements across all global business units
(IT, contact center, distribution centers, transportation, digital marketing
and analytics, social, finance, store operations, creative and copy, merchandising,
buying, planning, and allocation).
Accountable to annual revenue of $400M in net sales and $705M in gross sales in FY17
Drove operational and service strategy contributing to +13% increase in e-commerce gross sales
in developing process and service improvements to grow furniture net sales by $10M
Prioritize and filter customer feedback to drive website improvements and digital product development
Key leader in implementation of Salesforce (customer knowledge, service cloud, social studio, clienteling) for all URBN brands in FY18
Instrumental leader in successful website re-platform launch and overall digital strategy to improve customer experience
Distribute customer product feedback to buying and production
teams to improve assortment (e.g. construction, fabrication, sizing)
Guide promotional strategy and marketing efforts based on business metrics and customer response
Develop and maintain all customer service information and company policies (e.g. returns and exchanges, shipping information, ordering and payment) across site and email
Forecast sales, orders, and package fulfillment to guide staffing and scheduling at the contact center and distribution centers. Partner with major carriers (UPS, USPS, LaserShip, OnTrac) to meet shipping timelines and reduce costs.
Lead monthly and quarterly business reviews to analyze and action on reporting, including: sales, returns, customer contacts (calls, emails, social), package delivery and fulfillment, delivery expenses and supply expenses
Create and implement quarterly training guides for contact center and distribution centers based on brand strategy
Manage dropship program, including: vendor set-up and training, order fulfillment, and compliance
Omni-channel Operations Project Manager07/2015 to 02/2016Anthropologie GroupPhiladelphia, PA
Managed various high visibility and pivotal omni-channel projects from inception to implementation. Charged with connecting
the customer's journey across web, mobile, app, and stores. Worked
cross-functionally and with business owners to grow profits and enhance the
customer's experience through new project initiatives.
Functioned as lead program manager and successfully opened
Anthropologie's first large format location, Anthropologie & Co., in
Portland, OR. Guided teams to open 3 additional locations in Newport Beach,
Walnut Creek, and Palo Alto, CA in FY17.
Led monthly executive team large format status meetings to
align all key stakeholders on project goals and milestones
Spearheaded new project development and launch of the Buy
Online, Pickup in Store program and furniture Flat Rate shipping model
Retail District Manager02/2013 to 07/2015AnthropologieAtlanta, GA
Led and managed business operations for 8 retail store
locations across Georgia, South Carolina and Alabama. Orchestrated all aspects
of store operations and customer service, including: sales, staffing, training,
expense control, business processes, loss prevention, product merchandising, and visual execution.
300-400 employee base
met and exceeded measurable results in sales plan, shrink, and expense
controls. Top company shrink result in FY14 and FY15.
with a combined annual net sales of $40 million
Facilitated and executed multiple new location openings for Anthropologie and BHLDN stores
Managed transition of numerous organizational realignments
Executed quarterly workshops to guide store teams in planning and implementing brand strategies
Retail Store Manager08/2010 to 02/2013AnthropologieCharlotte, NC
facets of a high-volume retail store with average annual net sales of $9 million and 70 employees. Increased sales by $2 million over a 3-year period.
Bachelor of Science: Political Science2008The University of North CarolinaChapel Hill, NC, USA
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
Companies Worked For:
The University of North Carolina
Job Titles Held:
E-commerce Operations Manager
Omni-channel Operations Project Manager
Retail District Manager
Retail Store Manager
Bachelor of Science : Political Science 2008
Create a job alert for [job role title] at [location].