Manager, DTC Ecommerce

Location: Hershey, PA

Work location: This position can be remote-flexible within the U.S.

Reports to: VP, The Hershey Experience

Summary of Role:

The Manager, DTC Ecommerce Operations is responsible for all aspects of the operations of the Hershey Company’s direct to consumer platform shop.hershey.com.  This role collaborates cross functionally to determine product mix, end to end supply chain, promotional strategy, all leads all aspects of the business operations to drive sustainable growth and profitability of the DTC business.

Role Responsibilities:

• Product assortment & innovation strategy
  • Partners with various cross functional teams to determining the right product mix for everyday and seasonal assortments
  • Established the profitability targets and leads margin and retail pricing decisions across the portfolio
  • Partners with supply chain team to ensure all forecasts are developed and maintained throughout the year
  • Partners with supply chain team to ensure solid communication between all teams and outside partners on all supply related issues
  • Partners with Hershey brand teams to identify strategies to co create brand experiences on DTC that drive revenue and brand equity (e.g. early access, limited availability, Fresh from the Factory)
• DTC Promotional Planning
  • Works with key stakeholders to set ongoing promotional strategy and decisions to drive the business
  • Partners with DTC ecommerce marketing lead on site merchandising decisions across the site to ensure consumers find the products they are looking for while balancing the need to drive revenue of key products
  • Partners with DTC marketing lead to ensure content strategy is aligned with promotional plans
  • Serves as DTC liaison with for THX gating process throughout the year
• Fulfillment operations
  • Partners closely with DTC supply chain lead to help manage day to day relationship with fulfillment partners to insure they are meeting our service expectations and delivering value
  • Leads status calls, quarterly business reviews, and point person for performance related feedback
  • Partners with DTC & Supply chain leadership to continually assess and build optimum fulfillment strategy
  • Partners with demand planning and supply chain teams to ensure all forecasts are developed and maintained throughout the year
• Ecommerce Operations
  • Manages end to end operations of Salesforce Commerce Cloud (product setup, pricing, inventory)
  • Manages end to end operations of DTC Order Management application D365 (master data, product setup, pricing, inventory)
  • Works closely with DTC technical team and 3rd party partners to create and manage short- and long-term roadmaps
  • Liaison w/IS and PM teams on fully owned technical model
• Customer Service
  • Owns end to end customer service program and serves as liaison to all stakeholders within Hershey impacted by customer service requests
  • Leads relationship and day today performance management of 3rd party customer service agency and software provider
• Financial Planning
  • Partners with DTC team lead on all short- and long-term financial planning
  • Manages annual DTC spending budget (Operating expenses, capital, marketing expenses)
  • Liaison to DTC analyst role to measure daily sales performance against agreed upon KPIs

Desired Skills & Experience:

• 5 to 7 years of experience related to direct-to-consumer ecommerce promotional strategy development.
• Salesforce Commerce Cloud experience required.

Educational Requirements:

• Bachelor’s degree in Finance or related field.

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