Web Experience & Ecommerce Director

At National Business Furniture (NBF), we believe in the power of inspiration, and in the power that inspiring spaces can have on people achieving big things.

We have worked with hundreds of thousands of businesses across the country from startups to Fortune 500 companies to equip their workspaces with beautiful, comfortable, and functional furniture for nearly 50 years.

NBF helps customers in businesses, healthcare, education, government, residential and hospitality environments by providing individual products or total furniture and accessory solutions.

However, our customers define achievement, we are driven to help and inspire them.

We're presenting an exciting opportunity for a Web Experience & Ecommerce Director, based in Milwaukee, WI. The Web Experience & Ecommerce Director is a critically important leadership role on the Marketing & Ecommerce Team, charged with leading overall customer and user experience on the NBF website, as well as P&L accountability to both direct website conversions and influenced conversions offline.

The ideal leader in this role will be team-oriented and collaborative, find joy in growing a company, love living in data, and feel success activating on insights that will improve KPIs.

S / he will provide thoughtful analysis of datapoints, strategies on how to improve web experience, insight on increasing online sales, and ways to improve customer acquisition and retention.

This role will report to the VP of Marketing & Ecommerce.

Here’s a General Overview of What You’ll be Doing :

• Lead the Web Experience & Ecommerce Center of Excellence (CoE) team to achieve KPIs and grow the NBF business, and guide each team member to find joy in their work, continually push hard to achieve even better outcomes, and model collaboration in every way.
• Develop and implement a robust and innovative website experience and ecommerce strategy to increase sales (direct web and influenced offline).
• Own the vision and roadmap to evolve the end-to-end website experience, and lead website replatforming (2024) and subsequent optimizations in close partnership with IT and vendors in 2025 and beyond to achieve desired results.
• Manage the company’s brand presence and experience on the website.
• Strategically attack continual KPI improvement including increased web revenue, offline leads and influenced revenue, AOV, CR, RPV, CLV, cSAT, retention and acquisition;

reducing bounce, cart abandonment, and drop-off throughout funnel.

• Develop the optimal user-centric website experience that focuses on transactional buyers as well as, in equal measure, those who are on the site to get inspired, learn, engage and potentially convert elsewhere.
• Proactively and constantly, share data and insights about performance, and lead the strategy for website optimization to ultimately increase conversion rates and boost sales.
• Develop and implement multi-variant and A / B testing strategies to inform product offerings and enhance close rates
• Act as a part of the NBF Leadership Team, providing a valuable commercial perspective on business growth.
• Collaborate effectively with and lead within a cross-functional team to achieve business goals : Marketing & Ecommerce, Merchandising, Sales, Customer Success, Supply Chain and IT.
• Within Marketing & Ecommerce to leverage strategy and data analytics, understand the GTM activation plan, boost the brand, and leverage creative and content produced for an effective web experience.
• With Merchandising to effectively feature products, collections, cross- and up-sell opportunities on the site for overall business growth, protecting margin, and focusing first on stocked inventory
• With Sales & Customer Success to build and then fine-tune an omnichannel customer experience that enables our primarily B2B customers to seamlessly move from website to sales rep and back again.
• With supply chain to be in the know on everything from order fulfillment, procurement, and inventory management, to ensure excellent customer experience as they shop and after they buy to increase loyalty.
• With IT to ensure effective platform and tech stack connectedness and functionality to drive growth, as well as development work to continually enhance the website experience.
• Stay at the top of the B2B ecommerce game and share valuable perspective to advance team and business.
• Be on the forefront of AI and AI’s impact on website experience, customer behavior and how to lead in the next phase of digital information consumption and shopping.

What We’re Looking For :

• Bachelor’s degree in business, communication, marketing, or a related field.
• 7+ years of proven B2B ecommerce leadership experience with accountability to P&L growth.
• 10+ years of experience leading a team of direct reports, as well as at least 10 years of experience leading cross-functional teams.
• A proven track record for successful implementation of an enterprise-wide website experience and ecommerce growth program.
• Depth of experience in user experience (UX), digital merchandising, and customer experience (CX) resulting in the ability to understanding customer segments and translate preferences into site experiences that drive business outcomes and customer satisfaction.
• Demonstrated experience managing marketplaces for online growth, as well as strategic approaches to developing purpose and product strategies to avoid cannibalization of sales between primary web shop and marketplaces channels.
• Familiarity leveraging data from PIM and DAM platforms to improve website experience, search, browse, cross-sell, up-sell and ultimately AOV, CR and revenue.

Depth of experience in multi-variant testing and A / B testing to drive insightful optimizations.

• Strategic thinker with excellent problem-solving skills and the ability to identify and pursue growth opportunities but also a player-coach who is willing to get into the weeds to get the best work done.
• Strong analytical skills with the ability to make data-driven decisions coupled with highly developed interpersonal and influencing skills, and strong verbal, written, and presentation communication skills.
• Extensive experience with Magento / Adobe Commerce.
• Experience working with Bloomreach or similar AI personalization platform; as well as Salesforce and CDP platforms to ensure effective connectivity with the website.
• Deep understanding of Google Analytics 4 (GA4).
• Experience leading teams in a high-performing, goal-oriented environment.
• Proven track record in collaborating with IT roles and fast-paced development and release cycles.
• Creative mindset with the ability to conceptualize and execute innovative digital solutions
• Minimum in-office time per week : 3 days (Tu, W, Th)

Nice to Have :

• Commercial furniture experience and industry acumen
• Agency or consulting experience leading clients to achieve ecommerce financial goals
• Project management platform experience with Monday.com or a similar platform
• Expertise with Power BI

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and / or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

770 South 70th Street Milwaukee, WI 53214

If you need any assistance seeking a job opportunity at National Business Furniture or if you need reasonable accommodation with the application process, please call (800) 558-1010 or contact us at [email protected].