The Role We are looking for an outstanding Head of E-commerce to join Hårklinikken as we embark on the next phase of our growth journey. As Head of E-commerce, you will have direct responsibility for the digital ecosystem, including the website, digital/performance marketing and paid media, CRM, loyalty, and digital product to drive customer acquisition, conversion, LTV, and profitability. You will also lead customer service with a view to providing first class global experiences. This position requires an influential leader with a proven ability proven track record of using both quantitative and qualitative analytics to inform and drive business decisions, optimizing the customer experience and steering the overall growth strategy. The ideal candidate is a well-versed digital thinker with performance analytics, sales and strategy experience that is eager to create and execute effective strategies to drive profitable, rapid scale. Primary Relationships Reporting to the Chief Executive Officer, the Head of E-commerce has primary working relationships with the Head of Marketing & Brand. Externally, the Head of E-commerce is responsible for managing relationships with partners such as website development and paid media agencies. Job Responsibilities Leadership & Team Building:
- Lead and mentor the E-commerce and Digital Performance teams.
- Support the personal development of each team member, ensuring they are always clear on the goals and objectives they are working towards.
- Lead by example promoting professionalism, encouraging drive and motivation.
- Foster a culture of testing and iteration to keep Hårklinikken ahead of ecommerce trends and best practices.
- Collaborate with other business and functional leads to align on initiatives that grow Hårklinikken's top-line revenue base across all channels.
Website Trading & Digital Marketing Growth:
- Own the full P&L for Hårklinikken's global ecommerce business.
- Oversee performance of ecommerce and digital acquisition marketing teams to maximise digital channel and website performance, including optimisation of CPA and revenue across all digital customer journeys, with a focus on new customer acquisiton and retention.
- Responsible for the commercial trading of 6 websites on the Shopify platform.
- Working very closely with the brand & marketing team to evolve the detailed performance marketing plan to optimise the customer journey (e.g. off-site content to conversion, SEO content, retention and advocacy).
- Ensure CRM strategy continually evolves to support ecommerce plans and develop mechanisms to maximise retention and repeat spend with a key focus on LTV.
- Closely collaborate with our creative teams (Design, Video Production and Copy) to brief and implement the best and most relevant content both in our performance marketing and on-site.
- Bring a commercial mindset, acting as a data driven trader at your core, with experience in CRO roadmaps, continually surfacing funnel, channel and product performance to support decision making across key commercial areas of the business.
- Oversee creation of ecommerce trading and content calendar: collate cross-functional strategic plans for all markets across Ecommerce, Digital Marketing, CRM, PR and Social.
Website Design & Development:
- Responsible for developing the Hårklinikken product roadmap in conjunction with our 3rd party tech partners, and determining development priorities across ecommerce, CRM/CX and Digital Marketing for maximum commercial benefit.
- Lead ongoing optimisation of the website transactional functionality to increase sales and service.
- Ensure that all design and development projects meet key objectives in terms of commercial performance, quality and carry out full post implementation analysis.
Online Customer Experience:
- Champion of the Hårklinikken online customer experience - learning from and acting upon customer care feedback, web analytics, CRM data, social media and A/B testing.
- Work closely with Supply Chain and warehouses to assess existing partners with regards to fulfilment, returns and packaging to ensure we are always striving for the lowest price and highest quality for our customers.
- Play an active role in product development or proposition suggestions, new sampling formats and the creation of exclusive online trading initiatives on web analytics and customer feedback.
3rd Party Relationship Management:
- Proactively identify new, innovative, best practice partners to work with, and once agreed upon lead on pricing and legal contract negotiations.
- Lead contact for all 3rd party relationships.
- Facilitate quarterly strategic reviews with all 3rd party partners and focus on year-round relationship management.
Core Competencies
- Demonstrated track record of exceptional, efficient, ecommerce scaling, with a love for getting into the detail, while thinking strategically for the long term.
- A desire to work in a fast-paced environment, with a willingness to role your sleeves up & collaborate as part of the team to move things forward.
- Resilient, self-starter able to communicate at all levels, with excellent influencing and negotiation skills.
- Ability to work cross functionally, leading digital initiatives with a dynamic and nimble approach.
- Experience of launching localised ecommerce sites globally, and directing and managing external agencies.
- Experience working in a business that targets luxury consumers and/or personalized services.
- Broad knowledge and expertise across all aspects of ecommerce including technology, testing, site traffic measurement, conversion analysis, user behavior, and customer retention.
- Customer-obsessed leader who prioritizes retention and customer experience alongside efficient acquisition.
- Omni-channel customer acquisition experience ideal but not a must.
- Global experience with a specific focus on the United States.
Who Are We? Founded in 1992 in Copenhagen, Hårklinikken's award-winning treatment regimen is expert-formulated to help clients achieve optimal scalp health and long-lasting hair gain with product blends rich in potent botanicals. We've masterminded a diagnostic approach to hair health known as The Hårklinikken Method. Beginning with a consultation - conducted virtually or in-person at one of our clinics in New York, Beverly Hills, Copenhagen, Aarhus, Dubai, or Reykjavik - our specialists create a regimen of Hårklinikken essentials, personalised to each client's individual needs. We're on a mission to help as many people as possible achieve fuller, stronger, healthier hair with restorative products that optimise conditions for hair growth. Our work environment includes:
- Modern clinics with maximum focus on quality and aesthetics
- A flexible hybrid working policy
- Discounts and allowances on products and treatments
Equal Employment Opportunities We offer equal employment opportunity to qualified individuals without regard to race, religion, color, national origin, age, gender, disability, sexual orientation, gender identity, gender expression, marital status, veteran status, or any other characteristic protected by law. We strongly believe that cultivating a diverse workplace gives a company strength. The combination of unique skills, abilities, experiences, and backgrounds creates an environment that produces extraordinary results.