ABOUT THE BRAND
An American house of fine jewelry.
Temple St. Clair was founded with an independent spirit and desire to bring profound beauty, quality, meaning and connectivity to the world – a muse for living life beautifully.
Temple St. Clair founded her namesake company in 1986 in Florence, Italy, thus beginning her collaboration with the world's finest goldsmiths. Nearly four decades later, and now headquartered in New York, Temple St. Clair (“TSC”) is recognized as one of America’s pre-eminent independent jewelry brands. TSC is known for its fine gold work, exquisite gemstones, an iconic jewel (the rock crystal amulet), and signature details, including the trio granulation and the archer’s granule. Collections are based in thematic universal storytelling of the earth and cosmos.
Designer Temple St. Clair is one of only three American jewelry designers whose work is in the permanent collection of the Louvre. TSC jewelry can be found in the world’s finest luxury retailers, on its digital flagship (templestclair.com) and in its New York retail flagship in downtown Manhattan.
Please join us on our journey to inspire others to live life beautifully.
ABOUT THE ROLE
The Director of Ecommerce & CRM is a key leadership role responsible for spearheading TSC’s Ecom and clientelling strategies to drive Ecom growth, enhance retail store sales, and expand brand awareness. The role will own the entire Ecom P&L and will be responsible for achieving sales and margin targets of the channel.
Additionally, the position will oversee the Ecom and CRM budgets, including developers, digital media, search, partnerships, client gifting and offline DTC events. This position will be accountable for all digital analysis, optimizations, and timely strategy changes when necessary.
KEY RESPONSIBILITIES
E-commerce:
- Financial Accountability: Achieve sales and margin plans for templestclair.com.
- Development and Execution of Ecommerce Strategy: Formulate strategies to increase online sales, improve user experience, and ensure the website aligns with the brand's luxury image.
- Digital Marketing: Collaborate with the marketing team to implement digital marketing campaigns, including SEO, SEM, email marketing, social media, and paid advertising to drive traffic and conversions.
- Website Management: Oversee the design, functionality, and performance of the site, ensuring it is optimized for both desktop and mobile devices.
- Product Management: Manage the online product catalog, ensuring accurate product descriptions, images, and compelling merchandising.
CRM
- Strategy Development: Refine the existing CRM & Clientelling strategy and manage its execution. Develop and implement new strategies to build and maintain strong customer relationships, increase customer loyalty, and drive repeat purchases.
- Customer Data Management: Oversee the collection, segmentation, and analysis of customer data to personalize communications and offers. Evaluate current CRM software to determine its suitability for the business.
- Email Marketing: Manage email marketing campaigns, including automated workflows, personalized messaging, and A/B testing to optimize open rates, click-through rates, and conversions.
- Communications: Work with brand founder to refine language and communication methods to ensure clients receive an on-brand experience at every touch point.
- Customer Service Coordination: Ensure the customer service team has the tools and information needed to provide exceptional service, handle escalated issues, and implement feedback loops to improve the overall customer experience. Ensure TSC VIC’s are always attended to with the highest level of service.
Analytics and Performance Measurement:
- Ecom Dashboard: Enhance the existing performance dashboard to include advanced analytics that provide deeper insights into customer behavior and campaign effectiveness.
- CRM Dashboard: Develop performance KPI’s and create dashboard to monitor and share performance.
People Responsibilities & Cross-Departmental Collaboration:
- Team Management: Manage a high-performing Clientelling & CRM Manager and collaborate with retail store team on all TSC clientelling efforts.
- Collaboration: Cultivate relationships with different departments within TSC including Customer Logistics, Production, Finance, Marketing, Sales and Planning.
Innovation & Continuous Improvement:
- Stay Ahead of Trends: Keep up with the latest trends in Ecom, CRM, and digital marketing to ensure Temple St. Clair remains competitive in the luxury market.
- Continuous Optimization: Constantly test, measure, and optimize strategies and tactics to improve performance.
SKILLS & REQUIREMENTS
Requirements:
- Ecomm Management: 7-10+ years experience in an E-com role with P&L responsibility, ideally within the luxury goods or fashion industry. Proven track record of driving online sales and optimizing digital platforms.
- CRM Experience: Extensive experience in CRM strategy, customer data management and personalized marketing.
- Luxury Brand Experience (Preferred): Understanding of the nuances of selling luxury products online, including maintaining brand integrity and enhancing customer experience.
- Digital Marketing: Strong background in digital marketing and e-commerce strategies.
- Data Analysis: Strong analytical skills, with the ability to interpret E-com and customer data to inform strategy. Familiarity with tools like Google Analytics, Excel, and data visualization platforms.
- User Experience (UX) Design: Understanding of UX/UI principles to optimize the online shopping experience.
- SEO/SEM Proficiency: Experience in search engine optimization and paid search campaigns.
- Bachelor’s degree required. MBA preferred.
Technical Skills:
- Shopify Plus
- Klayvio
- Google Analytics / Google Tag Manager, Google Ads, Meta Training
- CRM Platforms
- Understanding of ERP system integration with Shopify
Soft Skills & Personal Attributes:
- Strategic Thinker: Ability to develop and implement long-term E-com and CRM strategies aligned with business goals.
- Customer-Centric: A strong focus on customer experience and a deep understanding of luxury consumer behavior.
- Communication: Excellent verbal and written communication skills, with the ability to articulate complex strategies to diverse audiences.
- Problem-Solving: Strong problem-solving abilities, with a proactive approach to identifying challenges and implementing solutions.
- Attention to Detail: Meticulous attention to detail, particularly in maintaining brand integrity across digital channels.
- Adaptability: Ability to stay agile and adapt to the rapidly changing Ecom landscape.
