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Reynolds American Inc. (RAI) Sr Mgr E-comm Operations & Analytics in Winston Salem, North Carolina

Sr Mgr E-comm Operations & Analytics

Date:Nov 18, 2019

Location:Winston Salem, NC, US


Reynolds American Incorporated is positively transforming the tobacco industry. We’re a family of companies that strives for success in everything we do. The future inspires us because our people are igniting the breakthroughs that are redefining the ways adult tobacco consumers enjoy tobacco in the 21st century.

When other companies talk about growth, they only talk about size. At RAI, we focus on the growth of our people. We take pride in each other’s growth and well-being throughout our careers. We invest in your career and total well-being because we know our companies succeed when our people thrive.

At the RAI companies you’ll have the opportunity to work on iconic brands and revolutionary products by collaborating with visionary, principled and passionate people every day.

This position is within Reynolds American Services Company—a subsidiary that provides support services, including compliance, HR, law, finance, information management, and more to all of the subsidiaries of RAI.

Senior Manager, E-Commerce Operations

The Senior Manager, eCommerce Operations is a critical role within Reynolds American’s eCommerce group, with direct oversight for eCommerce analytical reports, fulfillment and ongoing operational excellence. This role is also the primary liaison with Customer Care, IT and several third-party agencies and services providers.

The ideal candidate will be part analyst, part strategist, part project manager and part business operations owner. This individual will be responsible for managing and shepherding eCommerce efforts in operational and business efficiency and will work with a diverse group of business stakeholders including digital marketing, IT, merchandising, product teams, Customer Care, 3rd party fulfillment and agencies to ensure the team is operating efficiently and the customer experience is the best possible. Every decision must support the business strategy and work to increase sales, conversion rates, customer satisfaction and fulfillment efficiency.

The ideal candidate must have an in-depth knowledge of the eCommerce landscape and all functional areas critical to driving an end-to-end online business success. Strong ability to turn data into stories and that help the business team make critical decisions is a must, as well as the ability to manage daily operational cadences and drive efficiencies in a fast-paced, highly dynamic category.

Scope of Responsibilities

  • Responsible for driving and managing the operational, consumer and value-chain reporting for the end to end eCommerce businesses in order to supply team with actionable insights for decision making.

  • Support operational excellence and continuous optimization with insight-based recommendations that improve Key Performance Indicators Partner with merchandising, IT, digital marketing, analytics & insights, fulfillment and other stakeholders in developing the analytics to accurately track the customer decision journey.

  • Business owner of all product fulfillment operational aspects

  • Understand upcoming online and offline features that would be additive to the business and help prioritize and execute them for adoption

  • Support resolution of day-to-day issues around data quality, site performance and fulfillment operations.

  • Work closely with Customer Care to align communication and train on key programs, product launches

  • Help to shape the onsite and offsite testing roadmap, prioritizing data-driven opportunities, long-term and short-term initiatives.

  • Collaborate with other eCommerce functions including marketing, 1-1, merchandising, IT, customer service and fulfillment to support, achieve and improve overall business objectives.

  • Collaborate with product and engineering on improvements to content management, workflow and content production analytics tools

  • Partner with merchandising, IT, digital marketing, fulfillment and other stakeholders in executing new product/website launches

  • Drive standardization and continuous improvement of business processes in collaboration with key partners and stakeholders.

  • Champion and share best practices and promote a culture of operational excellence

Required Skills and Experience

  • 5+ years’ experience in eCommerce or digital marketing, digital analytics, digital project management or digital operations role.

  • Familiarity with direct-to-consumer marketing

  • Solid understanding of effective digital user experience and knowledge of digital marketing best practices.

  • Demonstrated experience working in a fast-paced environment where innovation is expected.

  • Proficiency with digital marketing suites, such as the Adobe Marketing Cloud (Analytics,Target, Campaign, Audience Manager, Experience Manager) and/or Oracle, Google, IBM or similar digital marketing offerings.

  • Problem analysis and problem resolution at both a strategic and functional level

  • Ability to analyze metrics and make decisions based on results.

  • Ability to drive adherence to deadlines with many different teams.

    Preferred Skills and Experience

  • Comfort with executive presentations, thought leadership, effectively and proactive communicate across multiple organizations in an ever-changing fast-paced business.

  • Experience managing a project backlog and working cross-functionally with multiple stakeholders.

  • Strong project management and organizational skills to manage projects with different deadlines.

  • Ability to work on several projects simultaneously with demonstrated ability to prioritize tasks independently.

  • Strong self-initiative with the ability to identify areas of improvement with little direction.

  • Work well in a medium sized team, and partnering with other internal teams, with a solid client service mentality.

  • Ability to communicate complex concepts in a simple, non-technical way.

  • Fine attention to detail with the ability to produce accurate end-results.

  • Digital marketing, website merchandising, product management, website optimization and business analytics are a plus


  • Bachelor’s degree in Business, Digital, Marketing or a related field.

Compensation/Targeted Bonus

  • Competitive Annual Salary

  • Targeted Annual Bonus

  • Relocation assistance available for those who qualify.

Benefit Summary

Our company offers very competitive compensation and benefit plans, including:

  • 401(k) plan that offers opportunity to save on pre- and post-tax basis up to 50 percent of eligible compensation. Company matches 100 percent of employee pre-tax/Roth (401k) contributions up to six percent

  • Comprehensive health- and welfare-benefits package

  • Eleven paid company holidays annually, plus a generous paid vacation plan based on length of service

  • Company-paid sick and personal days, funeral leave and jury duty leave

  • Confidential personal financial counseling service

  • On-site health clinics and fitness centers

  • A matching grants program that enables employees to direct and double their donations to qualifying charitable organizations of their choice

  • Health-care advocacy service

  • Volunteer service opportunities

  • Federal credit union membership through Allegacy Federal Credit Union

  • Extensive training opportunities


Reynolds American Inc. is an indirect, wholly owned subsidiary of British American Tobacco p.l.c., and the U.S. parent company of R. J. Reynolds Tobacco Company; Santa Fe Natural Tobacco Company, Inc.; American Snuff Company, LLC; Niconovum USA, Inc.; Niconovum AB; R. J. Reynolds Vapor Company; Lorillard Licensing Company, LLC; and Reynolds Brands, Inc..

Reynolds American Inc. and its affiliated companies is an Equal Opportunity / Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

Our organization offers a level of challenge, responsibility and creativity for motivated employees that stands apart from the crowd.

We are also committed to employing a diverse workforce and valuing different perspectives, experiences and talents to maximize the company's potential for successfully achieving its business objectives.

Onlyapplicants requiring reasonable accommodation for any part of the application and hiring process should contact us directly.

Email: TalentAcquisition@RJRT.com

Nearest Major Market:Winston-Salem

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