Digital Strategy Lead

5 days ago

Council of the City of Sydney, Australia Shona Joy Full time
Job Description

We are seeking a highly experienced and innovative Head of Ecomm & Digital to undertake a 14-month maternity leave cover. As the custodian of the Shona Joy brand, you will be responsible for the success of our multi-store e-commerce business, along with all digital marketing and CRM activities.

Key Responsibilities
  • Strategy:
    • Continuously monitor global industry trends and emerging technologies to drive strategic growth and operational efficiency
    • Lead the ideation, development, and execution of e-commerce and digital strategies, driving online revenue growth and enhancing customer retention
    • Oversee budget management for digital marketing, technology investments, and website development, ensuring optimal ROI and cost control
    • Ensure seamless integration, data integrity, and alignment of digital platforms with Shona Joy's strategic business goals
    • Collaborate with the CEO to plan and execute high-impact events and promotional campaigns that drive online sales and brand visibility
    • Optimise customer experience, increase average order value (AOV) and implement strategies to minimise online returns
    • Spearhead international expansion of Shona Joy's digital presence, ensuring localisation and customisation for key global markets
  • Reporting:
    • Deliver comprehensive daily, weekly, and monthly performance reports for e-commerce and digital channels, ensuring alignment with key business objectives
    • Provide actionable consumer insights and market trends to executive leadership, driving data-informed decisions
    • Manage relationships with third-party developers and partners, ensuring optimal site functionality and continuous improvements
    • Oversee digital marketing spend and ROI analysis, ensuring effective allocation of resources across all digital channels
  • Customer Service:
    • Lead the development of customer experience strategies that ensure Shona Joy delivers exceptional service at all touchpoints
    • Mentor and support the Customer Service team, ensuring they are empowered and equipped to manage high-level customer interactions autonomously
    • Ensure all customer-facing platforms maintain accurate, up-to-date information, reflecting the brand's voice and policies
  • Loyalty/CRM:
    • Develop and execute a comprehensive loyalty and retention strategy to maximise customer lifetime value (LTV) and order frequency
    • Oversee the CRM strategy, ensuring all customer communications align with brand positioning and drive engagement
    • Lead the EDM strategy, ensuring impactful, personalised campaigns and detailed reporting, with specific regional targets
    • Manage senior-level relationships with SEO and digital marketing agencies, ensuring strategic alignment and measurable outcomes
    • Lead multi-channel marketing initiatives across Google, Meta, Pinterest, and TikTok, optimising spending and maximising performance
    • Provide strategic direction for advertising content, creative development, and campaign optimisation to align with business goals
    • Ensure the measurement and reporting of digital campaign performance, focusing on ROI and efficient use of resources
  • Leadership:
    • Provide strategic leadership, aligning teams around Shona Joy's long-term vision and digital objectives
    • Foster a high-performance culture through mentorship, ongoing feedback, and development opportunities for the team
    • Champion cross-departmental collaboration, ensuring digital and e-commerce strategies align with broader business objectives
    • Drive innovation by identifying and implementing opportunities to enhance operational efficiency, sales performance, and customer engagement

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