Director, eCommerce

As Loot Crate’s subscriber base continues to grow, they will expand need to continue to leverage technology to better serve and delight the customers. Just 5 years after launching, Loot Crate has already become a major player with $150m in revenue and millions of customers.

These are challenging problems that you won’t find in a text book. The Director of eCommerce will own their respective community (sports, gamers, geeks, pets, etc) and will oversight the experience from Marketing, Product, Digital Experience, Merchandising, Seasonality, Operations and event Finance – all critical elements of the business which you will have the opportunity to optimize. 

This is a rare opportunity for a product or marketing leader to join a high-growth disruptive consumer platform employing technology and marketplace dynamics to create a massive global business. Loot Crate has clear product-market fit within an industry ripe for disruption, and this is the chance to have a seat at the table leading the strategy of the company.

This is a career defining opportunity to lead and inspire strategy, technology, product, design, and marketing teams that have a direct impact on the growth of an already high-flying subscription startup.


Reports to GM, Brand Management

As the Director of e-Commerce of a subscriber base at Loot Crate, you will be responsible for managing all shopping (non-subscription) experiences across a variety of eCommerce sites (primarily Loot Vault).  You will be responsible to help procure internal and third party inventory, merchandise on the site, set pricing and promotion, and manage the overall customer experience (shipping, support, etc).

You will work cross functionally to understand our subscription offerings in order to curate crate-like experiences on the eCommerce properties – this includes specialty crates, unique packaging and bundling of IP, and help sell excess crates and inventory.  You will need to develop a pipeline of new products which can be sourced with existing partners as well as establish new partnerships for inventory.

Success will be measured by overall performance in achieving revenue targets, new customer acquisition, customer retention, platform usage, management of a team, industry brand development, and improving the competitive position of the company.

Core aspects of the role include...

Community – Introduce solutions for subscribers/purchasers to engage as a community / fanbase (eg: mobile apps, communications tools, trading platform, exclusive games, prizes).

Category Management – Optimize how/when/what products are delivered to the customer. Have a strong assortment of products & categories. It’s important to have real-time clarity on margin, extension into new categories, depth, mix, and single points of failure.

eCommerce – Drive core monetization of inventory using products and promotion tactics.

Experience – Consider fandom of the subscriber/purchaser across physical, web and mobile. Opening a Loot Crate is a rush: a moment of anticipation followed by pure delight. Balance the need for innovation to the experience against current business needs and resource constraints.

Programs – Create programs such as (but not limited to): VIP, Gifting, Loyalty, Exclusives, First Releases, Rewards, Refer a Friend, Frequent Attended (discounting), Premium Service Offering, Bundles, Club, and Points.

Product – Develop digital (social pages, newsletters, mobile apps, streams, etc) and physical (monthly box, recurring events, branded gear, apparel swag, etc) for engagement.

Partnerships – Work with key licensing partners and develop unique relationships with brands and studios for a specific vertical or crate.

LTV – Drive increases in Customer Lifetime Value (LTV) through ongoing A/B testing and optimization of offers, pricing, upsells (internal and 3rd party offers), consumer experience (content, digital, mobile, events), email marketing (promotions and retention newsletters) and online community experience (tools, content, contests).

Segmentation – Develop customer segmentation strategies and compelling, personalized communications to increase sales, purchase frequency and emotional connection with high-value customers. Create models considering products and content (current and future), determine effective messaging for customer variations in interests (merchandise, gaming, events, content, international) and monitor the movement of Looters through stages in their lifecycle (new, avid, life-long, returning). Loot Crate needs to understand their subscribers’ preferences and desires in order to activate, influence, and retain them.

Testing – Set an analytical environment of data capture and interpretation understanding and monitoring key drivers of Looters. We want to understand needs / preferences to influence behavior. This analytical approach will lead to developing better customer engagement, unique marketing messages and the progression of better (and/or more valuable) offers.

Reporting – Define (and regularly report) on KPIs and metrics and find opportunities for predictable growth across all experiences.

Collaboration – Collaborate with executive leadership across Loot Crate’s verticals / departments. As an example, partner with Data Analyst to understand and monitor key drivers of Looters through use of behavioral data, research, and deep customer empathy. Partner with VP Engineering to provide successful onboarding experiences for API integration into all partner products. Partner with Marketing leader to drive unique offers to acquire new customers.

P&L – Treat the category like a revenue and cost center, looking for ways to balance all the investment made into profitable (and valuable) outcomes.



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