Senior Director, Digital Commerce

ABOUT US

For over 40 years, Brahmin has been designing luxury handbags that spark confidence in the people who carry them. Our croc-embossed Melbourne leather has been our signature since our start in 1982 and is well-loved for its one-of-a-kind texture. It all starts with a design. Each product is thoughtfully engineered for fashion and functionality. Then we hit the road to source the finest materials from around the globe. Be a part of our Digital Commerce team to lead profitable growth across Brahmin.com and our marketplaces and ensure our customers experience the same quality online that has defined Brahmin since 1982.

ABOUT THE TEAM

The Senior Director of Digital Commerce reports to the Chief Commercial and Marketing Officer and leads the Web Merchandising, Customer Service, Marketplaces, and Web Development functions. The team partners closely with Marketing, Merchandising, Planning, IT, Finance, and Supply Chain. This role leads a team of 10 across four functions, with 3 direct reports. It is a hybrid role based in Fairhaven, MA, with select travel as needed.

YOUR IMPACT

This is a newly created leadership role with dedicated responsibility for Web Merchandising, Customer Service, Marketplaces, and Web Development. The Senior Director of Digital Commerce will make Brahmin.com and our marketplaces a primary engine of profitable growth, while protecting the brand everywhere it is sold online and delivering a consistent, elevated experience for our customers.

In the first year, success means:

• A clear digital commerce strategy and 2027 plan, with defined revenue, margin, and contribution targets.
• Measurable gains in Brahmin.com conversion and customer experience through a disciplined merchandising and testing program.
• A profitable, brand-protected marketplace business, with active monitoring and enforcement in place.
• Customer Service standards and reporting that turn customer feedback into site, policy, and experience improvements.
• Loyalty and omnichannel capabilities connected across digital and stores in partnership with Retail.
• New processes and best practices implemented across the team, establishing a consistent operating rhythm, clear accountability, and scalable ways of working.

WHAT YOU’LL OWN

Digital Strategy and Business Performance

• Develop and execute the Digital Commerce strategy to drive profitable growth across Brahmin.com and marketplaces.
• Own Digital Commerce revenue, margin, and channel contribution targets, leading business planning, forecasting, and performance management in partnership with Finance and the Chief Commercial and Marketing Officer.
• Monitor sales, margin, conversion, average order value, returns, and channel profitability; translate findings into prioritized actions.
• Own digital analytics and reporting, including site tracking, KPI dashboards, and performance insights shared with senior leadership and cross-functional partners.
• Set digital traffic, conversion, and retention targets, including goals for Marketing-led paid media, email, and CRM programs, and co-own the promotional calendar with Marketing to deliver commercial goals and protect brand positioning.
• Own technical SEO, including site structure, speed, and product data, to improve organic discovery of Brahmin.com.

Web Merchandising and Customer Journey

• Lead web merchandising, including product presentation, category navigation, site search, product recommendations, and launch execution.
• Own site content and product prioritization, aligning with Merchandising, Planning, Creative, and Marketing on assortment, inventory, and campaign plans.
• Improve the customer journey from product discovery through checkout using analytics, customer feedback, and conversion testing.
• Establish a consistent approach to testing, measuring results, and scaling improvements across the website.
• Lead the integration of loyalty and clienteling capabilities into the digital customer journey, working with Marketing and Retail to drive program enrollment, engagement, and repeat purchase while ensuring a consistent experience across channels.

Marketplace Strategy, Operations and Brand Management

• Lead marketplace strategy and execution, including Amazon and other third-party marketplaces, to drive profitable growth.
• Oversee assortment, pricing, promotions, storefronts, and product listings, ensuring content, imagery, and messaging meet Brahmin’s brand standards.
• Lead marketplace monitoring and brand protection, using tools such as Amazon Brand Registry to identify unauthorized sellers, suspected counterfeits, intellectual property misuse, and policy or agreement violations.
• Play a key role in the development of Brahmin’s minimum advertised price (MAP) policy and lead its enforcement across marketplaces, maintaining pricing consistency with Brahmin.com, wholesale partners, and outlet channels.
• Drive investigation and enforcement of marketplace violations with Legal, Wholesale, and marketplace platforms, tracking each issue through resolution.
• Manage marketplace partners and agencies, establishing clear priorities, performance expectations, and accountability.
• Own marketplace profitability after fees, returns, and operating costs, aligning inventory, fulfillment, and advertising investment with Supply Chain, Finance, and Marketing.

Customer Service and Experience

• Lead Customer Service, establishing standards for responsiveness, resolution quality, and a consistent Brahmin customer experience.
• Monitor service levels, customer satisfaction, contact drivers, and recurring issues; use insights to improve policies and digital experiences.
• Own resolution of order, delivery, return, and cross-channel service issues, working with Retail Operations and Supply Chain to fix root causes.
• Develop the team’s capabilities, tools, and workflows to improve service quality and operating efficiency.

Web Development and Digital Roadmap

• Lead internal web development resources and coordinate with IT, external developers, and technology partners to deliver the digital roadmap.
• Own business requirements and prioritize the development backlog based on customer impact, commercial value, effort, and operational risk.
• Oversee testing and release readiness for site enhancements, ensuring reliable functionality and a consistent experience across devices.
• Set site reliability and performance standards, holding technology vendors accountable and working with IT on integrations and timely resolution of technical issues.

Team Leadership and Cross-Functional Partnership

• Lead and develop the Web Merchandising, Customer Service, Marketplaces, and Web Development functions.
• Establish clear objectives, operating rhythms, and accountability across the team.
• Manage the Digital Commerce operating budget, including agency, vendor, and technology spend, ensuring investments deliver measurable returns.
• Build strong partnerships with Marketing, Merchandising, Planning, Retail, Finance, IT, and Supply Chain to coordinate execution.
• Present business performance, priorities, risks, and investment recommendations to senior leadership.

WHAT WE’RE LOOKING FOR

• Bachelor’s degree in business, marketing, or a related field.
• 10 or more years of progressive eCommerce experience, including at least 5 years leading multi-function digital teams.
• Experience owning eCommerce revenue and profitability targets, with strong planning, forecasting, and analytical skills; direct P&L ownership preferred.
• Demonstrated success driving profitable growth through web merchandising, customer experience improvement, conversion optimization, and testing.
• Hands-on marketplace experience, including Amazon Seller or Vendor Central, assortment, content, operations, profitability, and brand protection through tools such as Brand Registry.
• Experience leading customer service teams, setting service standards, and using customer insight to improve the digital experience.
• Experience managing development roadmaps, technical resources, and external agencies and technology partners, with working knowledge of a modern eCommerce platform; Shopify experience a plus.
• Proficiency with web analytics and reporting tools, with the ability to turn data into clear, prioritized actions.
• Strong cross-functional leadership, communication, and team-development skills, with the ability to influence senior stakeholders.
• Ability to travel as needed.

Preferred:

• Experience with a luxury, premium, or fashion accessories brand.
• Experience integrating loyalty, clienteling, or omnichannel capabilities with retail stores.
• Experience building new teams, processes, and operating rhythms in a growing organization.

Office environment:

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift to 15 pounds at times.

The job description describes the general nature and level of work being performed by people assigned to this job and is not intended to be an exhaustive list of all responsibilities, duties, and skills required. This job description represents the physical activities, demands and working conditions an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job duties and responsibilities without posing undue hardship.

Brahmin Leather Works LLC is an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, related medical conditions and lactation), gender identity or expression, sexual orientation, marital status, military service and veteran status, disability, protected medical condition as defined by applicable state or local law, genetic information or any other characteristic protected by applicable federal, state or local laws and ordinances. We strongly encourage qualified candidates of all different backgrounds to apply.