Tiffany & Co.

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Director-Global Customer Experience Optimization Roadmap

Director-Global Customer Experience Optimization Roadmap

Req # 
US-NY-New York
Posted Date 

More information about this job


This position, which reports into the Senior Director – Global eCommerce & Omnichannel, will deliver truly exceptional customer shopping experiences across devices and stores.  The position works closely with Digital Creative/ UX team, IT, Developers, Marketing and Global Regional eCommerce teams to bring business strategy to life through launching best in class website features & functionality to global websites.  This role will be responsible for thoroughly defining business requirements and thinking through the customer experience to ensure all new and omnichannel strategic initiatives put the customer experience first, are executed flawlessly and enable seamless shopping experiences.  This role will also lead and manage the global A/B testing roadmap- developing the website personalization strategy, aligning with multiple stakeholder groups on A/B testing objectives, and managing the prioritization, business requirements, and execution/ iteration of A/B tests.  This role will have 2 direct reports.  Initially this role will be intensively focused on but will evolve over time beyond that. 


Primary Responsibilities:

  • Together with Senior Director, Creative team, IT, Developers, Marketing and Global Regional eCommerce teams, bring business strategy to life through launching best in class eCommerce and Omnichannel customer experience, features & functionality to global websites.
  •  Lead and manage A/B testing roadmap for global A/B tests.  This includes developing the website personalization strategy, aligning with multiple internal stakeholder groups on A/B testing objectives and prioritization, managing the business requirements and execution of test set up, and analyzing test results to inform the iterative A/B testing roadmap.
  • Continuously integrate customer journey analytics into recommendations for website customer experience focus areas, improvements and A/B testing roadmaps.
  • Lead continuous customer experience benchmarking efforts across broad competitive set, and use to bring forward opportunities and trends for leadership consideration.
  • Provide strategic updates to leadership on regular basis regarding state of website customer experience, wins, opportunities, and future plans. Additionally, provide regular updates on global website personalization and A/B testing strategy, roadmap and performance.
  • Define business requirements and partner with the technical development team to extensively address all business requirements (and think through edge cases) needed to launch seamless, best in class customer shopping experiences on and in store.
  • Oversee current site personalization efforts (product recommendations, browse grids) and partner with eCommerce regional teams to optimize
  • Support leadership in the development of the omnichannel business strategy including in store digitalization, the business roadmap and action/execution plan.
  • Take a leadership role in various strategic and tactical omnichannel and retail digitalization-related initiatives and projects.

Secondary Responsibilities:

  • Define additional focus areas/ improvements/ initiatives for global websites to remain best in class
  • Establish KPIs & process with IT organization for device performance testing & monitoring site speed to ensure business needs are being met
  • Develop a framework and execution plan for ongoing user experience research
  • Additional ad-hoc projects to be defined


  • 10+ years work experience in eCommerce/ Marketing (at least 5+ years in digital/ecommerce) 
  • Must have prior experience in eCommerce and be a subject matter expert with direct experience being responsible for .com marketing/ sales strategy across devices (desktop, mobile, tablet)
  • Must have prior experience successfully managing a team of direct reports
  • Experience developing and executing Digital Campaigns
  • Experience working with Marketing teams to understand their business needs and converting them into functional requirements
  • Experience with Targeting and Personalization and A/B test execution and reporting
  • Experience with new product development & innovation marketing initiatives
  • Demonstration of strategy development related to customer experience arena
  • Passionate about eCommerce & Omnichannel retail trends, and looking to have day to day ownership of shaping truly exceptional customer shopping experiences 
  • Display business strategy thought leadership, have strong understanding of strategy and what it takes to be successful with technology enabled customer experiences to drive sales
  • Ability to clearly communicate strategic direction and create enthusiasm across organization stakeholders and leadership for delivering truly exceptional technology enabled customer shopping experiences
  • Strong leadership, interpersonal, partnership and influence management skills, with experience successfully working with and through large groups of internal stakeholders.
  • Superb project management expertise including excellent multi-tasking, prioritization and organization skills
  • Strong detail orientation with ability to see / maintain strategic perspective
  • Strong presentation skills- both in writing and delivering presentations and ability to tailor effectively to multiple audience types
  • Infectious energy for building best in class, customer centric online and omnichannel experiences
  • Prior experience with Content Management systems, a plus