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Senior Director, E-commerce Ops and Web Merchandising


City of Industry, California
posted April 1, 2021

Reporting to the EVP Customer Experience and Technology the Senior Director, E-commerce Ops and Web Merchandising will be responsible for leading a team that delivers an innovative and engaging customer experience, develop strategic direction, expand the desktop and mobile capabilities, establish and manage Torrid's end-to-end digital product roadmap, and drive the day to day e-commerce business.


  • Develop and drive e-commerce strategy for the enterprise
  • Utilize knowledge of establishing and operating an e-commerce business to identify, recommend, and execute strategies to further drive sales and customer satisfaction
  • Deliver on Torrid's ambitious e-commerce revenue targets
  • Build cross-functional relationships with Brand Marketing and Merchandising teams to ensure alignment across e-commerce initiatives
  • Collaborate with Torrid Leadership Team to develop product vision and strategy for consumer experience - balancing business needs with technology capabilities
  • Drive regional omnichannel strategy for all direct-to-consumer experiences
  • Drive world class customer experience, strategy and consistency into all e-commerce experiences
  • Manage the product teams to establish and execute on an effective, prioritized roadmap to deliver on key revenue driving initiatives
  • Provide regular communication to executive leadership on progress against financial plan
  • Build a cohesive, high-performing technical team to deliver Torrid's growth goals
  • Research industry trends, leading the e-commerce team to test, learn, and capitalize on opportunities
  • Closely work with Torrid's retail team to create an industry leading shopping experience that bridges the gap between physical and digital retail
  • Build, manage and optimize the online assortment in close partnership with Torrid's merchandising team
  • Keenly focus on elevating the brand presentation of our products, while looking for synergies between in-store display, and site merchandising to drive an intuitive and exciting DTC shopping experience
  • Deliver upon acquisition and retention goals as key drivers of planned top line growth
  • Drive change by fostering a winning culture that elevates channel performance while driving teammate engagement
  • Consistently respects and leads with Torrid's purpose, mission, vision and values, and places these tenets at the core of all decisions to empower long term sustainable growth
  • Makes data driven decisions while constantly testing and learning - provides post-program ROI analysis, paired with consumer insights to make recommendations to increase sales and drive a premium brand experience


  • 8+ years of experience in a digital retail environment.
  • 6+ years of e-commerce leadership level experience.
  • Must be highly knowledgeable in order management, warehouse management and payment processing systems
  • Proven experience building and leading a Digital/e-commerce operation, from conception through delivery with quantifiable results in a multi-channel environment
  • Fashion experience preferred
  • Experience in Salesforce Cloud Commerce (SFCC) and Oracle Orange Management System preferred