Director of E-Commerce Operations
5 days ago
Phoenix
About Sawyer Twain Sawyer Twain is an American-owned leader in luxury billiards, shuffleboards, and designer game-room furnishings. We operate multiple high-performing storefronts and own expanding lines—including Doc & Holliday and Nixon Billiards—with active B2C growth and B2B distribution. We do not sell on Amazon. Our focus: premium digital experiences, rigorous operations, and white-glove service. The Opportunity We’re hiring a charismatic, hands-on eCommerce leader with a builder’s mindset—someone who takes initiative, communicates clearly, and turns vision into measurable growth. You’ll own our B2C and B2B digital ecosystem, hire and develop a lean team, and move quickly to build the systems, roadmaps, and results that scale revenue and brand equity. Core Responsibilities • Own P&L levers & KPIs for a $12M+ eCommerce business; set targets and course-correct using CAC, LTV, ROAS, and contribution margin., • Set and communicate a 12–24 month growth roadmap: sequence B2C/B2B initiatives, new vertical pilots, partnerships, pricing, and offers., • Own CRO & site experience on BigCommerce: A/B testing, merchandising, navigation, search/filters, and mobile performance., • Drive B2C performance & LTV: SEO, SEM/PPC, paid social, analytics, and email/SMS automation—run disciplined testing against KPI goals., • Lead partners & agencies (performance, creative, SEO/CRO, PR): sharp briefs, budgets, SLAs, and outcome-based QBRs., • Lead platforms & systems: BigCommerce (core), OMS, CRM, inventory; ensure clean data, uptime, and scalable integrations., • Manage marketplace integrations & feeds; maintain taxonomy, data hygiene, and compliance., • Own third-party integrations across the SaaS stack; ensure uptime, version standards, and secure data flows., • Orchestrate product launches & merchandising for Doc & Holliday, Nixon Billiards, and other lines; protect brand standards and conversion-focused UX., • Implement SOPs & automation: codify order flows, service/ticketing (HubSpot), launch playbooks, dashboards, and weekly/MBR/QBR rhythms., • Hire, train, and develop a lean team; delegate with clear decision rights; realign/offboard when needed., • Stay current on eCommerce best practices and retail tech; bring useful innovations, ignore noise. Digital Marketing Expertise (Director-Level) • Leadership across Google Ads, Meta, Pinterest, and Criteo with disciplined budgets and test-and-learn roadmaps., • Brand-led growth: align positioning, storytelling, and merchandising with performance targets to drive qualified demand and repeat purchase., • Lifecycle & retention: design email/SMS journeys (Klaviyo, HubSpot)—welcome, abandoned cart, post-purchase, re-engagement, lifecycle., • Attribution & insights: build dashboards that inform channel mix, creative, offers, and forecasting; partner with Finance on unit economics., • Agency orchestration: select, brief, and integrate cross-functional partners into one cohesive growth plan. Leadership & Culture • Extroverted executive communicator: clear, confident, and compelling—from board updates to floor standups., • Lead with clarity and charisma: set direction, rally teams, and create momentum., • Hands-on by design: dive into platforms, analytics, or customer issues when it sets the pace and standard., • Hire, develop, and delegate: define roles, KPIs, and growth paths; give ownership with accountability., • Institutionalize SOPs/systems that turn good decisions into repeatable results., • Bias to action: crisp retros and faster next steps; align Marketing, Operations, CX, and Finance on priorities and trade-offs. Qualifications • Required: Proven ownership of $12M+ annual eCommerce revenue (D2C preferred) with P&L responsibility and KPI management (CAC, LTV, ROAS, contribution margin)., • Alternative consideration: $10M+ owned revenue with exceptional growth outcomes and brand leadership., • 5+ years leading eCommerce operations and/or performance marketing for high-growth D2C or multi-brand businesses., • Proficient in BigCommerce (preferred) with fluency across OMS/CRM/inventory and key SaaS integrations., • Demonstrated success implementing automation, improving conversion and retention, and scaling lean teams., • Brand & marketing fluency: scaled brand equity and revenue through performance marketing, merchandising, and cross-channel storytelling., • A charismatic, initiative-driven people leader—likeable presence, crisp communicator, composed under pressure., • Phoenix, AZ–based or willing to relocate. When You Apply (please answer) • Describe the largest eCommerce business you’ve owned or led. What were your key performance goals (ROAS, CAC, LTV), and how did you improve them?, • What kind of environment do you build for your teams—what makes people want to perform well for you? Leadership here requires charisma, confidence, and likability. How do you lead when it counts?, • You’ve got 12–24 months and both B2C + B2B to scale. What’s your game plan, and what’s happening in your first 90 days?, • It’s your first day and the systems are a glorious mess. Do you rebuild, refine, or sip your coffee while plotting the comeback? Walk us through your move., • If a song played every time you walked into the office, what would it be—and what would your team swear it should be? We actually read these—so be clear, creative, and have a little fun with your answers. At Sawyer Twain You won’t inherit bureaucracy—you’ll build the next operating model for a thriving, American-owned, design-driven brand—growing B2C while scaling B2B across internal lines like Doc & Holliday and Nixon Billiards Autonomy. Accountability. Leader. Visible impact.