Join the DHC team

Ecommerce Marketing Manager – San Francisco, CA

DHC USA Incorporated, a successful beauty company located in downtown San Francisco, is searching for an experienced Ecommerce Marketing Manager to lead and manage our online sales and marketing.

Who we are:
DHC USA Incorporated is the American subsidiary of DHC Corporation, Japan’s No. 1 direct skincare company. In 2011, WWD Beauty Inc. ranked us at #43 of the world’s Top 100 beauty companies. We are a leading provider of skincare, body care, and makeup items, as well as delicious Fine Foods items. Our products—including worldwide bestselling makeup remover, DHC Deep Cleansing Oil—are based on the beneficial properties of virgin olive oil and available by catalog and through our ecommerce website at www.DHCcare.com.

Our mission at DHC is to help you feel beautiful in your own skin. We do this through beneficial products that combine the best of nature and science, dedicated service, and education that encourages your commitment to your well-being.

Who you are:
The ideal candidate will have top-level marketing skills in the ecommerce environment, excellent project management skills, and the ability to work and communicate with multiple departments. You will be up-to-date on strategies and best practices related to ecommerce marketing and eager to take on new challenges daily. You will have experience in the direct mail industry with a strong understanding of DM metrics for success. We are looking for someone who is as creative as you are data-driven—a visionary that will help elevate our ecommerce business in a very competitive industry.

We are seeking an individual with the ability to work at the management level, but willingness to provide hands-on support where/whenever necessary. You must have expertise in SEM, SEO, email, affiliate and social media marketing, including a track record of success in past performance. You must have a solid understanding of logistics/fulfillment. You will manage a team of talented ecommerce marketing professionals to accomplish goals.

Responsibilities:

• Develops ecommerce marketing strategy in the areas of email, SEO, SEM, affiliate, paid advertising, social media, video, mobile, tablet and other fields under the umbrella of ecommerce marketing to be determined; manages all online and ecommerce sales initiatives in order to increase profit, ROI and new customer acquisition
• Oversees ecommerce strategy implementation, including development and deployment
• Maintains regular and accurate reporting and analysis regarding existing marketing initiatives; communicates same to executive team; makes recommendations regarding initiatives
• Collects, analyzes and reports on market data to evaluate potential product/service markets.
• Evaluates business-to-consumer web applications for inclusion into ecommerce strategy; oversees vendors for performance and profitability; coordinates and analyzes vendor reporting
• Stays up-to-date with the latest online marketing techniques and strategies; research and recommend new initiatives
• Supervises creative team to produce online creative content and ensuring user experience is formulated to achieve the goals of the company
• Works with creative team and development team to design and implement enhanced online user experiences
• Harmonizes online activities with offline activities in a multi-channel environment; coordinate ecommerce initiatives with offline marketing efforts, especially catalog mailing
• Assists the Marketing Director in establishing and maintaining online marketing efforts in foreign markets
• Manage website content, including product merchandising and project workflow related to development of creative
• Collaborates with Programming team in the development and implementation of content and user interface on websites
• Uses analytics to monitor KPIs and performance results; provides ongoing recommendations for increasing sales, profitability and new customer acquisition
• Work with Programming team to monitor daily operations related to our primary ecommerce website, including sales transactions and data synchronization
• Research, develop and execute mobile and tablet marketing strategy
• Reports on performance of all ecommerce marketing programs and presents to management

Email marketing

• Oversees and works with Email Marketing Manager to optimize email strategy and develop testing schedule to maximize campaign performance and isolate campaign effectiveness

Search Engine Optimization

• Works with vendor to ensures optimal search results for all web properties, including maintaining accurate keywords and metatags

Search Engine Marketing/Online advertising

• Works with outside program manager to strategize, plan, and execute paid search engine marketing tactics; implement testing plans for landing pages, products, promotions, and copy; monitor and adjust spend in real-time, 24/7 keyword auction to stay within budget; research effective keywords
• Works with web team to test and implement website and landing page improvements

Affiliate marketing

• Works with outside program manager to grow affiliate program by increasing new customer acquisition, procuring new partners and maximizing ROI; identify media opportunities involving affiliate partners; optimize web placements to ensure all performance, quality and customer satisfaction goals are met; manage and optimize partner relationships, including coordination and management of partners' initiatives

Social Media

• Develops social media campaign strategy leveraging Facebook, Twitter, and other platforms to be determined

Video

• Manages and strategizes distribution of video content as well as other site features and functionality
• Optimizes video content for search
• Works with creative team to establish optimal presentation and archive of video assets on website

Qualifications:

• B.A. or B.S. degree, preferably in related field
• Minimum of 5–7 years of ecommerce marketing management experience, including department oversight and supervision of at least three direct reports
• Minimum of 2–3 years of direct mail industry experience
• Ecommerce background must include experience with retail or consumer packaged goods; beauty industry experience a BIG plus
• Strong email marketing background; experience with ExactTarget a big plus
• Strong analytic and quantitative abilities; Excel fluency
• Experience with web design software and basic knowledge of HTML; must have a good eye for strong web creative
• Strong knowledge of web analytics tools such as Google Analytics and SEO tools. Ability and drive to teach yourself how to use unfamiliar software
• Broad knowledge of Internet technologies: content management, customer service applications, financial systems, and ecommerce transaction systems, including Commerce Server
• Broad knowledge of social media platforms, especially Facebook, Twitter, blogosphere
• Proficiency with MS Office
• Ability to develop a strong working knowledge of our beauty and food products
• Capable of working independently, as well as part of a team
• Able to come up with multiple creative solutions and be open to other suggestions
• Seeks out and embraces change, continuous improvement and flexibility
• Values honesty, integrity and accountability towards co-workers, customers and business partners
• Strong commitment to planning, organizing, and documentation
• Strong attention to detail and a commitment to quality
• Strong proactive communication, project management, and leadership skills
• Be self-motivated, driven, able to articulate his/her vision
• Ability to prioritize, multi-task, and handle pressures and deadlines
• Must be able to provide strong work references
• Must be authorized to work in the US for any employer

DHC is located in downtown San Francisco, near MUNI and Bart. Full-time employees are eligible to enroll in Medical, Dental, Vision, and Life benefits as well as 401(k) after 90 days. Other benefits include product discounts and PTO accrual. No agencies please! Sorry, we are not able to provide sponsorship. DHC USA, Inc. is an EOE.

Please submit your resume to https://home.eease.adp.com/recruit/?id=1192661. You must include your salary expectation in order to be considered.  When submitting your resume, please combine your cover letter with your resume into one document. Local candidates only—DHC will not relocate. Only qualified candidates will be contacted.

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Customer Care Advisor – Mechanicsburg, PA

We are currently hiring full-time Customer Care Advisors for our Mechanicsburg, PA facility. We are in need of Advisors who possess an Esthetician license.

Job Summary:

The Customer Care Advisor is responsible for assisting customers with telephone, web, and mail orders while ensuring customer satisfaction and maintaining a positive image for the Company. This individual is expected to continuously grow their knowledge of all DHC products, pricing and information related to servicing customers. Maintaining a professional attitude and flexibility for change is essential.

Duties Include:

• Assisting customers with telephone and web orders as well as customer service calls, emails and chats while ensuring customer satisfaction and maintaining a positive image for the Company.
• Servicing customers via telephone, web orders, email and chat.
• Processing orders (mail, phone, fax, and web).
• Assisting with mail-in order preparation.
• Taking customer service calls, including orders and catalog requests, preparing correspondence, and fulfilling customer needs to ensure customer satisfaction.
• Responding to order problems arising after order receipt, servicing requests including returns and exchanges, inquiries and complaints by phone, chat, mail, email, or fax.
• Being ready and available to answer customer calls in a timely manner.
• Handling off-line customer service tasks including but not limited to customer service requests, and credit card declined orders; and demonstrating good judgment and problem solving skills to resolve order issues.
• Providing assistance with website navigation and placing web orders.
• Answering customer chats.
• Attending DHC product training.
• The flexibility to perform additional job duties as assigned.

Qualifications:

Minimum requirements include a high school diploma or GED; at least one (1) year previous experience in a Call Center or retail environment; at least one (1) year experience working with Microsoft Word and Excel.

An esthetician license is preferred.

The hours are 1:00 p.m. to 9:30 p.m. including either Saturday or Sunday.

Please complete an online application and submit your resume by following this link https://home.eease.adp.com/recruit/?id=1182071. Only qualified candidates will be contacted.

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