Duke University Job Description: GENERAL MANAGER, ESTORE (1240)

Occupational Summary

The General Manager will take the lead role in providing developmental, operational, organizational, and financial direction for the overall activities of the eSTORE.

Work Performed

Manage all aspects of the eSTORE business including but not limited to, website design, web analytics, web technologies, customer service, staff development, merchandising, business planning, order fulfillment, sales, inventory levels, loss prevention, content strategy and development, promotional campaigns and other online marketing. Serve as the lead for the eSTORE organization for cross functional partners acting as a project manager to evaluate, prioritize, develop, manage, implement and test eSTORE initiatives.

Partner with key cross functional team members to ensure all relevant organizational goals and implications are factored into eCommerce projects.

Manage the user experience of the website including but not limited to site navigation, content development, checkout funnel and promotional campaigns.

Develop and oversee eSTORE content to ensure efficiency, accuracy and timeliness of all web content.

Manage all aspects of web analytics related to eSTORE, utilize information to enhance financial and service performance, and communicate relevant information to team members and others as appropriate.

Oversee all of Duke Stores' website presence and content and ensure all content is accurate, current and productive from a business and image standpoint and is consistent with branding standards.

Oversee social media program development for online audience engagement and awareness of all promotional campaigns and specials.

Recommend product or service enhancements to improve customer satisfaction and sales potential. Build and direct a cohesive team of internal and external personnel to ensure eSTORE enhancements and success.

Oversee, mentor and manage eSTORE team members with a specific focus on their on their performance, career growth and advancement.

Lead the development and execution of strategic and tactical business plans. Develop and execute strategy to drive rapid, above-market, profitable growth in the eCommerce channel, while achieving sales and margin objectives.

Set short and long term sales strategies and evaluate effectiveness of current sales programs.

Oversee annual marketing calendar for eSTORE specific events and promotions, planning seasonal campaigns specific to online audience.

Increase customer retention and lifetime value through effective use of customer/web analytics, CRM techniques, targeted marketing, etc.

Collaborate with the retail, sales, and marketing teams to leverage digital capabilities to help drive sell-through in brick-and-mortar stores.

Ensure strong customer satisfaction among eSTORE customers, working with internal and external resources to meet and exceed customer expectations.

Manage customer mailing lists to reach expanded audience through e-mail campaigns and promotions. Manage customer information removal and additions per regulatory and Duke standards, ensuring privacy and security of all individuals' data.

Identify, select and manage external technology and business partners; ensure they meet performance and cost objectives.

Prepare annual budgets, provide ongoing results analysis and forecasting, and drive prioritization of eSTORE investments through quantitative business justification.

Maintain and improve the complete digital brand and ecommerce experience.

Monitor and report on visitor behavior including search queries, bounce rates, site usage, and interest trends, etc. with technical assessment tools in order to optimize offerings to meet and increase customer engagement potential.

Develop and implement online promotions that drive revenue and margin.

Stay highly informed of emerging digital trends and techniques to drive.

Required Qualifications at this Level

The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.