Manager, Dtc Ecommerce Operations

Job Title: Manager, DTC Ecommerce Operations

Job Location: Hershey, PA

This position is open for 100% remote

Summary:

The Manager, DTC Ecommerce Operations is responsible for all aspects of the operations of the Hershey Company's direct to consumer platform shop.hershey.com on the SalesForce Commerce Cloud as well as end to end customer service program.  This role manages all aspects of the Website including merchandising, content management and long term roadmap of the platform.  This role also collaborates cross functionally to support determination of product mix, end to end supply chain strategy with our 3PL, and partners with various teams on the business promotional strategy.  The role is accountable for all aspects of ecommerce platform operations to drive sustainable growth and profitability of the DTC business.

Major Duties/Responsibilities: 

Ecommerce Merchandising & Operations

• Manages end to end operations of Salesforce Commerce Cloud (product setup, promotional management, product landing pages, product attributes. pricing set up,and product categories )
• Manages all site merchandising including product navigation, landing page creation, site search, customer order process, and overall site UX
• Manages end to end operations of DTC Order Management System D365 (master data, product setup, pricing set up, inventory catalogue)
• Works closely with DTC IS team and 3rd party partners to create and manage short and long term technical roadmaps
• Implements promotional strategy as determined by DTC Team Lead, Omnichannel Integration, and THX Marketing
• Partners with DTC ecommerce marketing lead on site merchandising decisions across the site to ensure consumers find the products they are looking for while balancing the need to drive revenue of key products
• Collaborates with DTC marketing lead and THX marketing to ensure content strategy is aligned with promotional plans

Customer Service

• Owns end to end customer service program and serves as liaison to all stakeholders within Hershey impacted by customer service requests
• Leads relationship and day today performance management of 3rd party customer service agency and software provider

Product assortment & innovation strategy

• Supports Strategy, Insights & Analytics and Marketing Innovation teams in determination of the right product mix for everyday and seasonal assortments
• Supports Strategy, Insights and Analytics team in developing margin targets and establishing retail pricing decisions across the portfolio
• Supports global planning and supply chain teams to ensure all forecasts are developed and maintained throughout the year
• Supports supply chain team to ensure solid communication between all teams and outside partners on all supply related issues

Fulfillment operations

• Supports DTC supply chain lead to manage day to day relationship with fulfillment partners to insure they are meeting our service expectations and delivering value
• Supports  DTC & Supply chain leadership to continually assess and build optimum fulfillment strategy

Minimum Education and Experience Requirements: 

Education:

• 4 year college degree

Experience:

• 3 - 4 years in similar role

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