Share this Job


You must apply through our internal portal: 
click here

Director, Post-Order Excellence

DATE:  Apr 8, 2021
CITY:  Columbus
REQ #:  113113
LOCATION NAME:  Home Office, Columbus

Director Post-Order Excellence


What's Cool About This Job

The Director, Post-Order Excellence will lead the strategy and operations of a key part of our digital business: what happens after a customer places an order. This leader will be customer obsessed and will be responsible for driving seamless and best-in-class post-purchase journeys. This role will oversee post-purchase communications with our customers across all digital media, fulfillment strategy as well as return management and optimization. They will collaborate closely with the following teams, in order to create a seamless, differentiated and brand-accretive experience: Fulfillment, Store Operations, Digital Marketing, Customer Experience and Product Management.


The Successful Candidate Will Do This By

  • Leading the development of vision, strategy and execution for this key part of the business to deliver successful financial results.
  • Partnering cross-divisionally with the Product Management, Fulfillment, Store Operations and Digital Marketing teams to map the post-purchase customer journeys, identify friction points and areas of opportunities.
  • Establishing measurable KPI’s as well as actionable daily, weekly, and monthly reporting within Digital and across the company.
  • Leading the team in execution of business plans and monitoring progress against plan to ensure effective prioritization.
  • Ensuring teams are actively applying customer, product and site analytics and utilizing a/b testing to develop of strategic and tactical direction.
  • In partnership with the Product Management team, prioritizing the development of new functionality, interfaces, and services to meet and surpass the customers’ expectations
  • Establishing themselves as the thought leader in industry best practices, assessing and communicating their potential impact on the business.
  • Developing and maintaining strong professional relationships with key individual stakeholders and partner teams throughout the company
  • Delivering annual team resource, expense, and performance plans in support of Digital Retail goals and objectives.
  • Communicating progress, obstacles and solutions to partners and management for the successful delivery of corporate initiatives.

Professional Qualifications and Experience 

The Professional Qualifications and Experience required by the future Director, Digital Merchandising are imperative to the success of the candidate and the long-term success of the Co-op. 

  • 10+ years of experience in leading innovative digital initiatives (business, programs or products)
  • Substantial experience in multi-channel or direct to consumer eCommerce.
  • Demonstrated experience of executive leadership, relationship and communication skills. Highly effective oral, written, presentation, organizational and interpersonal skills.
  • Demonstrated experience in balancing the creative aspects of building effective ecommerce customer experiences while achieving KPI’s.
  • Proven experience establishing vision and goals; developing strategic and tactical plans; and leading cross-divisional teams in accomplishing key strategic initiatives.
  • Demonstrated people manager – builds capacity of individuals and teams through effective employee development, involvement, communication, and supervision efforts. Creates a strong, mutually supportive work spirit and culture where people can do their best.
  • Demonstrated team builder - builds a high-performing team that drives flawless execution and is accountable for results. Establishes trust and inspires others.
  • Makes effective organization and people decisions in a manner consistent with DBI’s values and ethics. 
  • Undergraduate degree and MBA from a leading program are highly desirable.



You must apply through our internal portal: 
click here

Why Choose A Career with Designer Brands?

Empowering associates and building strong teams poised to disrupt the retail and footwear landscape through positive change is at the core of who we are at Designer Brands.

  • Invested in helping our associates learn, develop, achieve and grow into strong leaders
  • Shared commitment to creating a culture fueled by engagement, excitement, optimism and fun
  • Dedicated to giving back and community involvement 

About Designer Brands:

Designer Brands Inc. is one of North America’s largest designers, producers and retailers of footwear and accessories. 

  • Designer Brands Inc. operates a portfolio of retail concepts in nearly 1,000 locations under the DSW Designer Shoe Warehouse, The Shoe Company, and Shoe Warehouse brands and operates leased locations in the U.S through its Affiliated Business Group. 
  • Designer Brands designs and produces footwear and accessories through Camuto Group, a leading manufacturer selling in more than 5,400 doors worldwide. 












Job Segment: Manager, Merchandising, Product Manager, MBA, Management, Retail, Operations, Marketing