Edgewell Personal Care Brands, LLC Global Consumer Experience Director in Shelton, Connecticut

We are a global team of 6000 visionaries, doers, and makers. Our portfolio of over 25 brands touches lives in more than 50 countries. Together, we reimagine good mornings and endless summers, beauty and bonding, confidence and determination.

We are a global team of 6,000 visionaries, doers, and makers. Our portfolio of over 25 brands touches lives in more than 50 countries. Together, we re-imagine good mornings and endless summers, beauty and bonding, confidence and determination.

From baby to body, Edgewell is passionate about making the little moments leading up to the big memories just a little bit easier. Simply, we aim to make the products that families rely on more inspired, more personal, and more trustworthy—so they can devote that much more energy to the people they care about most.

We are re-imagining personal care.

At Edgewell Personal Care, we’re passionate about helping people be at their best when it matters most: whether preparing for a first date, practicing for the big game, or protecting your family on vacation. The Edgewell family of brands has a product for everyone -- with well-established brand names such as Schick® and Wilkinson Sword® men's and women's shaving systems and disposable razors; Edge® and Skintimate® shave preparations; Playtex®, Stayfree®, Carefree® and o.b.® feminine care products; Banana Boat® and Hawaiian Tropic® sun care products; Playtex® infant feeding, Diaper Genie® and gloves; and Wet Ones® moist wipes.

Position Summary

The Global Consumer Experience Director (DTC) will create a Direct to Consumer strategy that generates value by simultaneously aligning and influencing Edgewell’s strategies and goals across brands and regions with consumer expectations within segments.

This is a “start up” environment with the team responsible for driving the DTC roll out strategy to support the brands. This includes but is not limited to: launching websites, maintenance of the websites, driving sales via the websites once launched and continually focusing on improving the consumer experience.

Key Responsibilities

  • Own and drive the Direct to Consumer website strategy to support the EPC Brands; this includes creating a global roadmap of website launches

  • Own the website development and build process from start to finish in partnership with the IT team

  • Identify key performance indicators to be implemented to measure eCommerce success; use these KPI to improve DTC effectiveness and consumer experience

  • Ensure the user experience of the DTC sites meets or exceeds CX strategy goals and objectives

  • Plan and execute Voice of the Customer/Consumer (VOC) activities to continuously adjust to in‑market expectations for EPC consumers

  • Evaluate effectiveness of the customer experience through analytics, usability audits, and customer research results

  • Partner with digital marketing team to provide a contiguous and seamless customer experience to drive qualified traffic

  • Responsible for driving insights and making recommendations based on website analytics.

  • Responsible for assisting brands and regions with the creation, strategy, and development of digital concepts and products to anticipate customer needs.

  • Ensures the DTC sites and brand.com sites meet or exceeds weekly key performance indicators and goals including demand, conversion, and AOV goals.

  • Drives accountability for results by directing weekly business review meetings and identifying and implementing day-to-day optimization actions to drive improvements in conversion, revenue per visit and average order value.

  • Manage budget to support all DTC programs and initiatives.

  • Owns the DTC Ecommerce content plan and execution. Partner with cross-functional stakeholders in IT, Product, Creative, and Marketing and actively leads efforts to identify, prioritize, and drive the success of all content efforts. Ensures all site content serves to meet stated goals, customers’ expectations, and Ecommerce.

  • Defines test plans to test new content to understand its impact on the customer experience and ability to meet or exceed stated goals.

  • Lead site merchandising and assortment planning for all brands in partnership with brand marketing team

  • Lead efforts to define and implement new content and new site features, ensuring the experience creates an optimal customer experience, will drive anticipated results, and is optimized across all device types.

  • Directs efforts to optimize existing site features including recommendation zones, on-site search, navigation hierarchy and faceted navigation. Identifies and implements enhancements to existing features to drive improved key performance indicators, including product page view rate, add to bag rate, conversion, and revenue per visit.

  • Supports the internal businesses as required in efforts to launch new digital features, functionality, and applications in any/all customer-facing digital experiences.

  • Supports on-going platform upgrades and maintenance efforts. Works closely within the center of excellence and external teams to ensure flawless execution with no impacts to the customer experience.

  • Establishes and cultivates a culture of test and learn. Owns and manages a test plan; continually identifies and tests new ideas with the goal of driving increased revenue per visit and an improved customer experience across all device types.

  • Regularly performs benchmark assessments of site versus best in class online retailers and competitor sites.

  • Partner cross functionally to ensure processes and roles and responsibilities are well defined and actionable.

  • Manages a team of direct reports.

Required Competencies

  • Adapting- Anticipates evolving circumstances and advocates for change by role modeling adaptability and flexibility.

  • Collaboration- Enables an effective, ongoing flow of information to allow for continuous sharing of knowledge to deliver superior business unit/function results

  • Creating and Innovating- Acts as an advocate for new ideas by challenging conventional thinking, encouraging experimentation and strategic risk-taking; accepts failure as a necessary part of innovation.

  • Focus on Customers- Takes a holistic approach to soliciting feedback and proactively identifies and closes gaps to deliver an optimal end-to-end customer experience.

  • Making Decision- Executes decisions with a sense of purpose and urgency and takes ownership by willingly making tough (unpopular) decisions that are in the best interests of the business to address strategic priorities.

Required Skills and Experience

  • 5-7 years of experience managing a Direct to Consumer website

  • Web Merchandising experience

  • Web Analytics Experience

  • eCommerce site operations (CMS) experience

  • Forward thinker who is quick to learn and adapt to emerging digital trends.

  • Strong Project Management Skills

  • Proven ability to provide quality and consistency of content across digital touch points

  • Operates effectively in a highly matrixed environment with competing priorities.

Working Relationships and Environment

  • Reports to Global VP of eCommerce

  • Direct contact and insight sharing with leadership team.

  • Internal high profile decision maker and influencer.

  • Travel – domestic and international

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Edgewell is an equal opportunity employer, and we prohibit discrimination based on age, color, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity, veteran status or any other legally protected status in accordance with applicable federal, state and local laws.