Senior Specialist, Direct to Consumer/Ecommerce

kplace culture aligned with our core values of being inclusive, collaborative, customer centric, and socially responsible. We value work-life balance and flexibility, and as a result have introduced policies such as our hybrid office schedule, casual dress code, and flexible Fridays, which allow us to wrap up meetings for dedicated focus time or to start our weekends sooner, year-round. Our commitment to employee growth and development is demonstrated through our offering of facilitated courses and certificate programs and our investment in resources that enable self-paced learning.

The Role at a Glance

The Senior Specialist, Direct-to-Consumer/Ecommerce, drives the day-to-day operations of our expanding Ecommerce website. The Senior Specialist ensures a seamless and engaging online shopping experience and optimizes performance across all direct-to-consumer (D2C) channels. As a key contributor to the D2C business, this role collaborates closely with the Direct-to-Consumer team, the organization's Business Units, and shared services departments. This role focuses on a variety of operational areas, including but not limited to pricing and promotional execution (with monitoring and recap reporting), sales and inventory management, and brand protection. Additionally, the Senior Specialist plays a key role in maintaining the integrity of the company's digital brand presence while driving e-commerce growth.

Key Duties & Responsibilities

Website Operations

• Monitor and analyze key performance indicators (KPIs), including conversion rates, checkout drop-off, and order processing issues, to drive Brother-USA.com performance and support business growth

• Conduct competitive analyses by reviewing competitor emails, homepage designs, product offerings, and customer engagement strategies to identify trends and opportunities for improvement

• Coordinate with IT team members to monitor and resolve customer experience tickets, ensuring timely resolution

• Support testing and quality assurance processes for tickets and projects to ensure site functionality

• Perform daily website reviews and collaborate with cross-functional teams to ensure the Brother-USA.com website delivers a best-in-class customer experience and meets customers' needs

Pricing & Promotional Execution

• Set up, Test, and implement weekly website change-outs of promos and pricing updates

• Coordinate with marketing, including the email and social team, on any upcoming promotions or weekly deals, ensuring we are communicating efficiently and accurately with our customers

• Share recaps of promotional and pricing offers to internal stakeholders

• Ensure D2C pricing is in line with business price lists

• Handle all promo requests that come into the D2C team. Set up and test promo codes prior to approval

• Review promo performance to suggest future promotional strategies for the D2C business

Brand Protection and Shoppable Solutions

• Monitor and enforce counterfeits and 3P compatibles on marketplace sites to protect our brand reputation and market share

• Partner with the legal department, Brother affiliate companies, and external investigative agencies to support brand enforcement and non-compliant e-commerce seller take-downs

• Manage and review vendor partner brand infringement reporting to qualify and prioritize eCommerce seller and marketplace listings not in compliance with brand standards, and partner to determine enforcement strategy

• Use known counterfeit indicators, marketplace category seller requirements, and proper usage terms of Brother's intellectual property to manage and review agency reporting and select an appropriate course of action

• Lead Where to Buy shoppable solutions for Brother-USA.com

• Monitor product availability across various online retailers using PriceSpider's platform to ensure accurate and up-to-date information

• Collaborate with eCommerce teams to align product listings and pricing strategies with data insights from PriceSpider, ensuring a consistent and competitive online presence

• Generate performance reports related to shoppable solutions, including tracking sales, traffic, and engagement from PriceSpider-powered listings

New Product Management/ Emerging Sales

• Ensure back-end launch readiness for D2C products (inventory and pricing)

• Manage PriceSpider / Where to Buy updates

• Work closely with the Merch Manager to effectively advertise product launches across the website

• Manage relationship with the BMS team to ensure product availability and pricing on site

• Participate in conversations about any additional emerging business opportunities

Additional Responsibilities

• Maintain D2C SharePoint files, updating as necessary

• Attend meetings with internal and external stakeholders as a representative of D2C business

• Participate in larger Customer Experience Center projects

• Perform additional ad-hoc duties as required

Key Experience & Qualifications

Education

• Bachelor's Degree (or equivalent experience) in Business, Marketing, Business Administration, or related field

Experience

• Minimum of 5 years working within Ecommerce/Web/Direct-to-Consumer operations

Software/Technical Skills

• Adobe Acrobat - Preferred

• Knowledge of analytic databases such as Omniture, Tableau, Google Analytics, SAP - Preferred

Other Skills, Knowledge, & Abilities

• Excellent communication skills (Written, Verbal, Interpersonal) and organizational skills

• Attention to detail and ability to multitask

• Project management skills - Preferred

Compensation & Schedule for This Role

This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by managers. #LI-Hybrid

The salary (or hiring) range for this position is $86,000 - $100,000 per year

• Starting salary to be determined by the education, experience, knowledge, skills and abilities of the applicant, internal equity, location, and alignment with market data

• This position is eligible to participate in the relevant Brother variable pay incentive plan(s). Applicable bonus awards are discretionary and contingent upon 1) achievement of your individual objectives and 2) Brother achieving its corporate and business-level objectives

• Benefits include, but are not limited to, healthcare and wellness coverage, life and disability insurance, 401K, tuition reimbursement, and Paid Time Off. Details are available at https://mybenefits.nfp.com/Brother/2025/guidebook/

Benefits

We offer a comprehensive benefits package with diverse plan options to meet your family's needs, including health, vision, and dental insurance-all effective from day one of employment. Under our 401(k) retirement savings plan, we match up to 100% of the first 4% of employee contributions, with employer matches vesting immediately. Additionally, we offer an educational assistance program that reimburses up to 100% of tuition, lab fees, textbooks, and other related expenses for qualifying programs. To learn more, visit our benefits page: https://careers.brother-usa.com/benefits

Our Mission, Vision, & Culture

Our mission is to live our "at your side" promise to simplify and enrich the lives of our customers, employees, and communities. We aim to be where people and technology meet, providing products and solutions that enhance how people live, work, and create. We look to our strategic culture drivers - accountability, authenticity, boldness, and excellence - to enable us to consistently deliver on our vision, mission, and shared values. These drivers help us shape a culture that empowers the business to succeed. To learn more about our culture drivers and company culture, visit: https://careers.brother-usa.com/ourculture

About Where We Work

Brother's corporate headquarters for the Americas is in Bridgewater, NJ, across from the Bridgewater Commons Mall. This location houses key corporate functions, including HR, legal, finance, IT, and supply chain, and a significant presence of our business unit leadership and marketing teams. Our manufacturing and distribution facility in Bartlett, TN spans an impressive 1.5 million square feet - equivalent to 26 football fields - and is located on Brother Boulevard. In addition to the distribution center operations team, this facility hosts several other departments, including our customer service group. Brother also has employees based in other locations, such as Westminster, CO, where many of our marketing and product engineering team members from the mobile solutions division operate, as well as our distribution centers in Richmond, VA and Perris, CA. Additionally, our outside sales teams work remotely within their territories, staying geographically close to the accounts they support to ensure they are always "at your side" for our customers.

Links to Learn More

To hear more about our business and culture, visit these helpful links:

• Brother's Product Categories:
  https://careers.brother-usa.com/our-products

• Diversity, Equity, and Inclusion (DEI) and Employee Resource Groups (ERGs):
  https://careers.brother-usa.com/employee-resource-groups-diversity

• Corporate Social Responsibility:
  https://careers.brother-usa.com/our-corporate-social-responsibility-sustainability

• Work-Life and Flexibility:
  https://careers.brother-usa.com/lifeatbrother

• Growth and Development:
  https://careers.brother-usa.com/career-development

• Follow us on LinkedIn:
  https://www.linkedin.com/company/brother-usa/

Brother International Corporation ("Brother") is an equal opportunity employer and does not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other characteristic protected by applicable state or federal laws. If you require any physical or other assistance in completing this application or any other aspect of the application or interview process, a reasonable accommodation will be made upon request.