Topicals

Ecommerce

• Own and optimize the Global DTC website experience and TikTok Shop including merchandising, navigation, product pages, and landing pages.
• Manage global expansion and storefront strategy.
• Own DTC promotional calendar and sales performance, executing in partnership with creative, brand, and product teams to launch seasonal campaigns, promotions, and new products.
• Manage the e-commerce calendar (homepage, collections, product features, bundling, merchandising).
• Analyze site performance, funnel metrics, and CRO initiatives; partner with design/dev on testing and enhancements.
• Oversee onsite search, product recommendations, and merchandising tools to maximize conversion and AOV.
• Work cross-functionally with brand marketing, creative, and copy to develop an integrated digital campaign calendar across email, SMS, and site to support launches, promotions, and always-on growth.
• Own retention and lifecycle strategy via segmentation, subscription, loyalty, and automations to improve repeat purchase rate and LTV.
• Manage and mentor a small team across e-commerce management and lifecycle/retention.
• Serve as the connective tissue between brand, growth, creative, and operations to deliver best-in-class digital execution.
• Stay ahead of trends in digital marketing, e-commerce tools, and consumer shopping behaviors.

Director, Global E-Commerce, Lifecycle Marketing

Customer Support

• Respond promptly and professionally to customer inquiries through email, chat, and phone.
• Address and resolve general CX issues, order inquiries, and shipping-related questions while striving for customer satisfaction.
• Handle a high volume of tickets (consistently managing 100+ customer inquiries daily) while meeting established KPIs.
• Document and analyze weekly and monthly records of top customer interactions, product inquiries, complaints, and feedback using CRM systems.
• Partner with product development to provide accurate personalized recommendations and usage instructions.
• Collaborate with social, product development, and digital teams, sharing customer insights to improve products and experience.
• Utilize analytical skills to identify patterns, trends, and recurring customer issues for data-informed decisions.
• Proactively identify and address customer concerns, seeking creative solutions to meet skincare needs and preferences.
• Educate customers on proper skincare product usage and application.

Director, Global E-Commerce, Lifecycle Marketing

Customer Experience Specialist