E-Commerce Director, Digital Transformation Office

Date:  Jan 4, 2023
Location:  Tokyo
Company:  Shiseido
Country/Region:  JP
Custom Field 4:  Employee (Permanent)
Company:  Shiseido

Location: Shiodome
Division:  Digital Transformation Office
Job level: Manager
Report to: Vice President 
Contract type: Annual Contract



Roles & Responsibilities(業務内容)


The Shiseido Group has established the Digital Transformation Office (DTO) in HQ Tokyo, Japan. 
The DTO’s mission is to transform and accelerate Shiseido on its journey to become a digital business and will oversee the enterprise-wide strategy across beauty tech, consumer engagement, data management, ecommerce and digital marketing. The DTO’s mission is to put data in the heart of our marketing and technology development. Shiseido will become “No.1 data driven beauty powerhouse” creating the next generation of Skin Beauty.


The Ecommerce Director will report to the Vice President of Consumer Engagement, supporting ECommerce initiatives across owned brand ecommerce sites (e.g., shiseido.com), social commerce platforms, Retailer.com (e.g. Sephora.com) and Pure Player (e.g., Amazon, Tmall) partners. This position will lead ecommerce and innovation strategies for the enterprise. S/he will be responsible for leading the development, growth and optimization of total ecommerce (brand.com, retailer.com and pure players) with Regional and Global stakeholders and will define the roadmap and KPIs to beat benchmarks and help Shiseido leapfrog the competition in ecommerce revenues and ecommerce sales as a percent of total sales.  The Director will help establish and evaluate digital commerce 3-year business commercial plans and strategy/innovation roadmap and make recommendations and devise plans for sustainable growth. The Director of Ecommerce will provide strategic support and help grow sales and profit performance. S/he will be responsible for creating business case playbooks, templates, resource guidelines and KPI’s. 


S/he will be responsible for creating business case playbooks, templates, resource guidelines and KPI’s. The Director focus will be on the business side, ensuring ecommerce KPIs are set and reached, leading benchmark as well as quarterly business reviews across regions and global brands. The Director will also oversee strategy, budget, selection and development of new global innovations and roadmaps: i.e. app development, mobile first experiences, content hub, collaborate with vendors along with the Beauty Tech Department, (also part of the Digital Transformation Office).  The Director will also partner with Global Marketing teams to develop exclusive e-commerce programs across product, service and other relevant categories.


Drive eCommerce growth

  • Partner with Regional Teams (including digital, brands, commercial) along with Global Brand Holders to identify gaps or market growth opportunities (both strategic and tactical) on brand.com, retailers.com and pure players across all regions (APAC, EMEA, Americas) and develop/lead/support/execute on appropriate strategic and tactical solutions. 
  • Own, develop and prioritize the Shiseido enterprise roadmap for ecommerce performance optimization, including channel levers and the enabling tech stack. 


KPIs & Performance Management

  • Lead the process of gathering, monitoring, and reporting/publishing monthly ecommerce KPIs results (penetration to total sales, traffic, conversion rate, etc.) and industry benchmarks across all regions and brands. 
  • Establish consistent Regional and Global Brand reporting for ecommerce (sales and forecasting). 
  • Develop, lead and distribute quarterly business/performance reviews and scorecards for ecommerce including a view of performance against previous year and goals, competitors and industry benchmarks. 
  • Define issues as they arise and execute corrective action plans.
  • Monitor operational KPIs such page load speed, bounce rates, fulfillment rate, shipping, Customer Service SLAs etc., to track progress towards goals for ecommerce business and work on initiatives to improve KPIs.


Market Ecommerce Expansion

  • Assess market readiness for ecommerce expansion. 
  • Support regional teams to develop business plans for new ecommerce expansion opportunities. 


Consumer Experience, Ecommerce Tech Stack & Operations

  • Provide strategic guidance for the iterative development and prioritization of our ecommerce tech stack and platform in collaboration with its respective product owners. 
  • Co-lead and champion usage and adoption of the rollout of new features and functionalities to deliver new, best in class digital experiences.
  • Identify gaps or opportunities to leverage new or improved capabilities/functionalities from our current ecommerce tech stack and other key digital/tech partners. 
  • Work closely with the Consumer and Beauty Tech team to create a holistic omnichannel consumer experience. 
  • Support the selection, relationships and dialogue with new, relevant business partners/vendors (e.g. digital agencies, recommendation engines, cloud solutions, etc.).
  • Help Regions plan, direct, and coordinate the operations of the Customer Service organization. 
  • Lead initiatives in UX, operations, and content to improve consumer experience.


Organization Transformation

  • Partner closely with the Transformation & Change Team and SHISEIDO + Digital Academy to support Shiseido Group’s People Transformation initiatives including UpKnowledge, Upskilling, and workforce planning. 
  • Lead and develop content, case studies, thought leadership, webinars, workshops, to expose, inspire, encourage, motivate relevant communities to improve performance using existing tools, modifying work processes, optimizing User Experience, SEO etc. across digital channels.
  • Lead, engage and nurture the global eCommerce Community by establishing a regular cadence of communications (emails, meetings), content and forums for sharing best practices, crowdsourcing solutions, discussing challenges and celebrating wins. 
  • Present o Executive Management team on performance, opportunities and innovation roadmap.





Functional Competencies

•    Business focused; candidate must have P&L experience in managing large ecommerce ecosystems. 
•    Innovative, has a disruptive mindset, constantly looks forward.
•    Entrepreneurial, autonomous.
•    Proven influencing and collaboration skills.
•    Management experience, talent development experience.
•    Analytical and problem-solving skills.
•    Analytics in Web, CRM, Media, Retail.
•    Able to communicate complex data insights in a simple, actionable way, and explain complex, technical information in a nontechnical, easy-to-understand way.
•    Advanced experience with eCommerce platforms and CRM tools.
•    Strong mathematical and writing skills.
•    Strong verbal and written communication skills.

Qualification, Education, Experiences etc.    

•    10+ years of ecommerce experience, full P&L management.
•    Experience in Operations (Fulfillment and Customer Service) for ecommerce organizations with progressively increasing responsibility.
•    Track record of developing high performing and cohesive service delivery teams.
•    Demonstrated success in identifying, developing and implementing service improvements in eCommerce role.
•    Previous experience managing in a fast paced, high growth company with ability to effectively operate in very dynamic and sometimes ambiguous situations.
•    Ability to logically break down and prioritize complex (often technical) problems to enable resolution in an objective manner.
•    To the point, practical, results-driven, and innovative.
•    Entrepreneurial, autonomous, open to collaboration.
•    Capable of working in a large corporate environment without full guidance.
•    Capable of raising consensus at all levels: peers, executives, team members.
•    Pushes the organization to constantly improve.
•    Knowledge and experience with ERP, OMS Systems.
•    Solid understanding of the beauty market is a plus.
•    China/Asia experience a plus.

Other Requirements

•    English – Expert Level
•    Business enterprise knowledge
•    Relationship builder; Influencing Others; Change Advocate
•    Results-oriented 
•    Innovation
•    Strategic Thinking

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