Director, E-Commerce Site Experience

We have been in business for over 110 years and we are proud to be a subsidiary of Berkshire Hathaway. Ben Bridge Jeweler has over thirty stores, across the United States. We are committed to serving our customers with a quality experience and jewelry that will be treasured for generations. Jewelry is more than just an adornment. It is a means of expression, love, personality, and history. Its meaning only grows with time. We don’t sell to a customer just once; we want to be their jeweler for life!

Ben Bridge Jeweler is seeking a Director of E-Commerce Site Experience to join our team.

Job Summary:

The Director, E-Commerce Site Experience is responsible for leading the digital customer experience across BenBridge.com, with accountability for driving online jewelry and watch growth through site merchandising, product discovery, content, personalization, and conversion optimization. Reporting to the DVP, E-Commerce Site Experience, the Director helps shape the strategic vision for the E-Commerce business and translates business priorities, customer insights, and performance data into a compelling, high-performing site experience.

The Director leads the site experience strategy across both jewelry and watches, balancing the distinct opportunities and customer needs of each business. The role provides direct leadership to the Specialist, E-Commerce Site Merchandising, with a strong focus on accelerating the jewelry growth opportunity and advancing capabilities including onsite search, personalization, and AI-driven experiences. Reflecting Ben Bridge's distinctive position in luxury watches, the Director also leads a dedicated Watch Site Experience team, coaching and developing the Manager, E-Commerce Watches and holding the Watch team accountable for delivering against its digital growth priorities and KPIs.

As a key E-Commerce leader, the Director partners closely across Product, Technology, UI/UX, Analytics, SEO, Marketing, Merchandising, Brand, and Operations to establish priorities and deliver a cohesive digital experience. The role combines strategic leadership with a hands-on understanding of the business, using performance insights, testing, merchandising, content, and continuous optimization to identify opportunities and drive results.

Responsibilities Include:

• Leading the site experience strategy and digital customer experience across BenBridge.com.
• Driving online jewelry and watch growth through site merchandising, product discovery, content, personalization, and conversion optimization.
• Defining and monitoring site experience KPIs to prioritize initiatives and surface risks.
• Leading the jewelry site experience as a key growth opportunity.
• Leading the Watch Site Experience team and holding the Watch Manager accountable for watch results.
• Advancing onsite search, personalization, and AI-driven capabilities.
• Serving as the Site Experience lead across cross-functional partners.
• Leading, coaching, and developing the Site Experience team.

Overall Leadership:

• Develop and execute the site experience strategy in partnership with the DVP, translating broader E-Commerce priorities into experiences that drive online growth.
• Define and monitor site experience KPIs, using customer behavior, performance data, and business trends to identify opportunities, prioritize initiatives, and proactively surface risks.
• Lead site merchandising and product discovery strategy across navigation, filters, sorting, content, landing experiences, onsite search, recommendations, personalization, and emerging AI-driven capabilities.
• Drive improvements in conversion, revenue, AOV, and engagement through data-informed merchandising, testing, and continuous optimization.

Jewelry:

• Lead the jewelry site experience as a significant growth opportunity, directing the Specialist, E-Commerce Site Merchandising and identifying opportunities to grow jewelry revenue, conversion, and share online.
• Partner across Merchandising, Marketing, Brand, Product, and UI/UX to continuously evolve jewelry discovery, storytelling, and conversion.

Watches:

• Lead the dedicated Watch Site Experience team, including support for key Luxury Watch Partners, coaching and developing the Watch Manager and team while maintaining accountability for the overall Watch site experience.
• Partner with the Watch Manager to establish priorities, remove barriers, and ensure Watch discovery, content, launches, campaigns, and Luxury Watch Partner requirements are met.
• Monitor Watch site experience KPIs and use performance insights to guide priorities and hold the team accountable for results.

Cross-Functional Strategy & Digital Execution:

• Serve as the Site Experience lead across Product, Technology, UI/UX, Analytics, Marketing, Merchandising, Brand, Operations, and SEO, bringing customer insights and site performance into cross-functional priorities and decision-making.
• Partner closely with counterparts in E-Commerce Operations & Fulfillment to align site experience priorities with sales and demand planning, product setup and data integrity, inventory visibility, and order fulfillment operations.
• Partner with Merchandising, Marketing, and Brand to translate product, campaign, and creative priorities into compelling and commercially effective digital experiences.
• Partner with SEO to build organic search considerations into site, content, and technology initiatives.
• Establish effective workflows and governance across internal teams and external partners to support scalable, consistent, and high-quality site experience execution.

People Leadership:

• Manage the Manager, E-Commerce Watches and the Specialist, E-Commerce Site Merchandising.
• Lead, coach, and develop team members, providing ongoing feedback, guidance, and support.
• Establish clear goals, expectations, and performance measures aligned with business priorities.
• Support associate development through coaching, career planning, and meaningful growth opportunities.
• Foster a collaborative, accountable, and high-performing team culture.
• Effectively prioritize team capacity and remove barriers to enable strong execution and results.
• Perform other duties as assigned.

QUALIFICATIONS:

• Bachelor’s degree required; advanced degree preferred.
• 8+ years in E-Commerce, digital experience, digital merchandising, or site optimization, including leading teams and developing managers.
• Multi-channel retail experience strongly preferred; jewelry, luxury, watches, or fashion a plus.
• CMS experience required; Salesforce Commerce Cloud (SFCC) preferred.
• Proven track record developing digital strategy and driving E-Commerce performance and growth.
• Strong understanding of product discovery, search, personalization, analytics, UX/UI, and digital technology, with experience partnering with Product and Technology teams.
• Strong analytical and commercial mindset that connects customer behavior to business outcomes.
• Ability to influence senior stakeholders in a matrixed organization, with exceptional communication skills and executive presence.
• Proven ability to balance strategy with hands-on execution in a lean, fast-paced environment.
• Experience managing agencies, technology partners, and third-party vendors preferred.
• Hybrid work schedule with predictable onsite attendance three or more days per week required to perform essential functions involving cross-functional collaboration, strategic planning, operational execution, and essential in-person interactions.

Range: $100,000 - $115,000 per year

Fluctuations in the job market may necessitate adjustments to pay ranges. Final pay determinations will depend on various factors, including, but not limited to experience levels, knowledge, skills, and abilities.

This position offers benefits that include employee merchandise discounts, paid training, Employee Assistance Program and paid time off, such as: vacation, sick, holidays, bereavement and jury duty. Our benefits program includes medical, dental and vision insurance, flexible savings accounts, company paid life insurance, STD and LTD as well as voluntary programs such as pet insurance and supplemental life insurance. Additionally, Ben Bridge Jeweler offers a 401(k) plan with a company match. For this location a deeply discounted monthly ORCA card is available.

Ben Bridge Jeweler is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender identity, sexual orientation, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by applicable law.