July 2011 — Present
Manage IPPOLITA.com by consulting on seasonal web buys, creating web copy, uploading products, monitoring inventory levels, updating website content and performing seasonal merchandising and daily re-merchandising of web sales pages.
Manage relationships with external internet business partners including, developers, 3rd party SEM agency, on-site search, and website product recommendation engine.
Utilize web analytics tools to analyze and report on KPIs and website performance metrics including checkout funnels, user behavior, and visitor flow analysis in order to optimize user experience, improve exit rate, and increase conversion.
Spearhead website redesign updates with development team. Work with internal and external resources to ensure creative development and successful execution of new website content, designs, and feature/functionality introductions.
Manage all forms of communication with customers for Stylist and Customer Service teams to ensure all customer interactions are handled in a manner consistent with the IPPOLITA brand identity.
Created Customer Service Best Practices Manual and implemented a customer response strategy for all email and phone communications.
Act as consultant and “voice” of the customer when planning internal and external initiatives, to ensure a superior and ever improving shopping experience, while continuously identifying opportunities to increase sales and enhance the online shopping experience.
Acted as consultant on eCommerce and Customer Service during a new ERP system implementation.