DescriptionThe Director - Direct to Consumer is responsible for the strategic leadership and day-to-day management of Entertainment Earth's DTC eCommerce channel. This role owns the DTC P&L, site performance, customer experience, and channel growth strategy. The Director - DTC works cross-functionally with Marketing, Client Services, Technology, Operations, and Purchasing to drive revenue, improve conversion, and deliver a best-in-class customer experience across all DTC touchpoints.
Essential Duties & ResponsibilitiesChannel Strategy & P&L Ownership- Develop and execute the annual DTC channel strategy and operating plan
- Own DTC revenue, margin, conversion, and customer retention targets
- Manage the DTC P&L and provide regular reporting to senior leadership
- Determine appropriate product mix and prioritization to service consumers as well as drive profitable growth
- Identify and prioritize additional DTC growth opportunities across product mix, pricing, promotions, and customer segments
eCommerce & Site Performance- Oversee the DTC website experience including site merchandising, navigation, product mix, and product presentation
- Partner with Merchandising team to provide relevant, authentic, and quality product offering
- Partner with the Technology team on platform roadmap, Shopify initiatives, and integration priorities
- Track and monitor competitive DTC propositions (both within the toy / collectible space, and overall DTC)
- Drive continuous improvement through analytics, A/B testing, and customer behavior data
- Own conversion rate optimization strategy and execution
Customer Experience- Oversee the end-to-end DTC customer journey from acquisition through post-purchase
- Partner with Client Services on customer satisfaction, resolution workflows, and CSAT improvement
- Own pre-order and waitlist strategy, a core component of the DTC business model
- Champion customer feedback loops and translate insights into actionable improvements
Marketing & Acquisition- Collaborate with the Marketing Performance Manager on paid media, email, SMS, and retention programs
- Own DTC promotional strategy and campaign calendar in partnership with the broader Marketing team
- Monitor and optimize customer acquisition economics including CAC, LTV, and ROAS
Team Leadership & Development- Lead, manage, and develop the DTC team
- Establish clear performance expectations, goals, and accountability structures
- Foster a culture of ownership, collaboration, and data-driven decision-making
Cross-Functional Collaboration- Partner with Purchasing and Merchandising on product assortment and inventory strategy for the DTC channel
- Collaborate with Operations and Fulfillment on order SLAs, capacity planning, and customer satisfaction
- Work closely with Technology and ERP project teams on system integrations and platform decisions
- Serve as the DTC representative in cross-departmental planning and leadership discussions
RequirementsEducation- Bachelor's degree in Business, Marketing, eCommerce, or a related field required
- MBA or equivalent advanced degree preferred
Experience- Minimum 7 years of eCommerce experience, with at least 3 years in a leadership role with direct ownership of a DTC channel or business unit
- Demonstrated track record of driving eCommerce revenue growth and improving key performance metrics including conversion rate, AOV, LTV, and customer retention
- Experience owning or significantly contributing to a DTC P&L
- Hands-on experience with Shopify or comparable eCommerce platforms required
- Familiarity with ERP systems preferred; experience with NetSuite a plus
- Experience working within a cross-functional environment alongside Marketing, Technology, and Operations teams
Skills & Competencies- Strong analytical and financial acumen; ability to translate data into actionable strategy
- Excellent communication and presentation skills; ability to influence across functions and levels
- Proven leadership and team development capabilities
- High degree of ownership and accountability; comfortable operating in both strategic and executional capacities
- Familiarity with pop culture, collectibles, toys, or specialty retail preferred
