What are the responsibilities and job description for the Manager of Digital Operations position at Christy Sports?
About Christy Sports
At Christy Sports, we help people #stepoutside - outside the predictable and expected walls of their comfort zone, and into a never-ending journey of progression. Driven by our unmatched passion for the outdoors, we are always advancing. In-store and online, within our industry, and with the communities we serve, we bring a spirit of innovation to every aspect of what we do. We were founded in Colorado in 1958, but we’ve been chasing adventure for much longer. Skiing and snowboarding isn’t just a job for us, it’s a lifestyle. No matter your level, we strive to give you the best experience possible and invite you to #stepoutside with us. Because when we step outside together, we step forward.
Headquartered in Lakewood, Colorado, Christy Sports is one of the leading outdoor specialty retailers in the nation with more than 60 locations in Colorado, Utah, Washington, and Montana. In addition to offering a broad selection of retail merchandise in its stores and through multiple e-commerce sites, Christy Sports is a leading provider of Rental and Equipment Services. During the winter off-season, the Company operates highly professional outdoor businesses including Patio Furniture & Cycling to further inspire and enable Christy Sports guests’ healthy lifestyles, and to leverage its operational infrastructure and passionate employee base.
About The Role
The ideal candidate is ambitious, data-driven with a proven track record of facilitating customer journeys and retail moments that support an omni customer. As our Digital Operations Manager, you are hyper focused on optimizing the ecommerce channel to increase conversion, customer retention, as well as streamlining cross functional operations to deliver revenue and profitability targets.
This is a hands-on operational role. You will work side-by-side with your team to maximize the on-site experience, category merchandising, product display, on-site search, campaigns, promotions, landing pages, cart optimization and more to maximize the contribution made from each site visit. You will partner with demand generation teams (performance marketing, social media, email/loyalty) to create the most relevant customer experiences and deliver a productive return on advertising.
To succeed in this role, you must be highly collaborative with internal and external partners to ensure alignment and execution prioritization that supports our seasonal GTM (go-to-market) plan. You must also be willing to learn the technical operations of managing website content and merchandising in a salesforce commerce cloud platform.
In addition to your focus on execution, you will partner with the Marketing and Digital Leadership Team to advocate for and champion platform enhancements and continuous evolution to how we take our products and services to market, what features and functions we prioritize and how we bring to life our full omni-channel capabilities across channels, categories and businesses.
Essential Functions
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
The employee must regularly lift and /or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. (Request help with heavy or awkward boxes/products). Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception, and Ability to adjust focus. While performing the duties of this Job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms; climb stairs and ladders, stoop, kneel, crouch, or crawl and talk or hear. The employee is frequently required to walk.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
The noise level in the work environment is usually moderate.
At Christy Sports, we help people #stepoutside - outside the predictable and expected walls of their comfort zone, and into a never-ending journey of progression. Driven by our unmatched passion for the outdoors, we are always advancing. In-store and online, within our industry, and with the communities we serve, we bring a spirit of innovation to every aspect of what we do. We were founded in Colorado in 1958, but we’ve been chasing adventure for much longer. Skiing and snowboarding isn’t just a job for us, it’s a lifestyle. No matter your level, we strive to give you the best experience possible and invite you to #stepoutside with us. Because when we step outside together, we step forward.
Headquartered in Lakewood, Colorado, Christy Sports is one of the leading outdoor specialty retailers in the nation with more than 60 locations in Colorado, Utah, Washington, and Montana. In addition to offering a broad selection of retail merchandise in its stores and through multiple e-commerce sites, Christy Sports is a leading provider of Rental and Equipment Services. During the winter off-season, the Company operates highly professional outdoor businesses including Patio Furniture & Cycling to further inspire and enable Christy Sports guests’ healthy lifestyles, and to leverage its operational infrastructure and passionate employee base.
About The Role
The ideal candidate is ambitious, data-driven with a proven track record of facilitating customer journeys and retail moments that support an omni customer. As our Digital Operations Manager, you are hyper focused on optimizing the ecommerce channel to increase conversion, customer retention, as well as streamlining cross functional operations to deliver revenue and profitability targets.
This is a hands-on operational role. You will work side-by-side with your team to maximize the on-site experience, category merchandising, product display, on-site search, campaigns, promotions, landing pages, cart optimization and more to maximize the contribution made from each site visit. You will partner with demand generation teams (performance marketing, social media, email/loyalty) to create the most relevant customer experiences and deliver a productive return on advertising.
To succeed in this role, you must be highly collaborative with internal and external partners to ensure alignment and execution prioritization that supports our seasonal GTM (go-to-market) plan. You must also be willing to learn the technical operations of managing website content and merchandising in a salesforce commerce cloud platform.
In addition to your focus on execution, you will partner with the Marketing and Digital Leadership Team to advocate for and champion platform enhancements and continuous evolution to how we take our products and services to market, what features and functions we prioritize and how we bring to life our full omni-channel capabilities across channels, categories and businesses.
Essential Functions
- Work closely with the Sr. Director of Digital Experience & Ops and cross functional partners to define and execute the strategy and brand alignment for the website and online commerce
- Own the execution and management of the Go To Market (GTM) calendar. Manage the calendar stakeholder alignment, execution and process evolution to deliver against marketing business objectives and financial goals
- Coordinate with the merchandising, stores and rental teams to align on digital merchandising strategies including product taxonomy, site architecture, product groupings, etc.
- Oversee and optimize ecommerce operations to support an enhanced customer experience, product and content speed to market and operational efficiencies
- Partner with Customer Service to optimize item creation and website merchandising logistics
- Manage and collaborate with UX design and development to ensure the customer journeys are optimized for rental and retail conversion and customer retention
- Partner with the technical leadership team on the management and optimization of the ecommerce platform (Salesforce Commerce Cloud), ensuring it operates efficiently, securely, and in line with industry standards
- Train & learn website content management platform to position yourself as a backup for the digital storyteller
- Support the site features roadmap process with cross functional partners that serve the brand and financial goals
- Manage and collaborate with customer service and store teams to optimize the ship from store and return process to deliver on customer expectations and operational efficiencies
- Working as a member of the broader Marketing and Digital team, support and lead the delivery of non-eCommerce user journeys that enable the company to achieve its goals related to rental, omni-channel commerce including but not limited to BOPIS transactions and in-store patio sales
- Track, measure and report against KPIs and performance metrics for weekly, monthly, quarterly and yearly business reviews
- Commercially minded, digital operations expert with increasing levels of responsibility in a B2C environment over the past 3-5 years
- Strong background and competency with eCommerce content management systems; Salesforce Commerce Cloud (SFCC), Shopify, Magento, ATG, etc.
- Customer-centric, with a passion for 5-star service and specialty retail
- Strong skills in Microsoft tools.
- Experience with productivity tools like JIRA, Monday, Workfront, Asana, etc.
- Some technical skills a plus – HTML & CSS specifically but comfort working with XML files also helpful.
- Someone who likes to go the extra mile will collaborating with cross functional teams to have a shared roadmap
- Strong project management skills, comfortable with owning tasks, timelines, conflict and deliverables
- A good human who values working with cross department partners
- Willingness to make mistakes, you’re a quick learner
- A plus, a motivated outdoor enthusiast who lives to share the stoke with others
- Hybrid, expected to be in the office 2-3 times a week.
- Willingness to visit stores to better understand the omni customer journey.
- Free Employee Ski Pass
- Medical, Dental, and Vision insurance
- Employer Paid Basic Life Insurance and AD&D
- Voluntary Life Insurance (Employee/Spouse/Child)
- Health Care and Dependent Care Flexible Spending Accounts
- 401(k) Retirement Savings Plan with Company Match
- Paid Time Off
- Paid Parental Leave
- Short-Term and Long-Term Disability
- Employee Discounts (ski, retail, outdoor industry and much more!!)
- Bonus eligible based upon company performance indicators
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
The employee must regularly lift and /or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. (Request help with heavy or awkward boxes/products). Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception, and Ability to adjust focus. While performing the duties of this Job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms; climb stairs and ladders, stoop, kneel, crouch, or crawl and talk or hear. The employee is frequently required to walk.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
The noise level in the work environment is usually moderate.
Salary : $85,000 - $100,000
