Director, Digital Commerce and Customer Experience

About the position Nebraska Furniture Mart (NFM) is seeking a strategic, customer-focused digital commerce leader to own the performance, roadmap, continuous evolution, and enterprise growth of its online experience. As the Director, Digital Commerce & Customer Experience, you will lead the strategy for site merchandising, customer journey optimization, digital discovery, and conversion performance. This role involves partnering across merchandising, marketing, product, analytics, and technology to drive profitable growth and a seamless omnichannel customer experience. It is a highly visible leadership position focused on digital experience, commercial performance, and enterprise impact. This position will work a hybrid schedule requiring the candidate to reside in NE, IA, MO, KS or TX and be in commuting distance to one of their retail locations. Responsibilities Own the digital commerce strategy and site experience roadmap to improve conversion, usability, and overall online performance.Drive key metrics including conversion, revenue, average order value, and customer engagement.Lead cross-functional teams and establish clear operating rhythms that accelerate execution.Champion experimentation, personalization, and continuous optimization across the customer journey.Shape a high-performing online journey across browse, product detail, cart, and checkout experiences that reflect the NFM brand.Build clear accountability and operating rhythms across teams to simplify execution and accelerate meaningful outcomes.Requirements 8–10+ years of experience in digital commerce, ecommerce, digital product, retail merchandising, customer experience, or a related leadership function.Bachelor’s Degree in Marketing, Advertising, related field or equivalent experience.Demonstrated success improving online performance, conversion, digital selling outcomes, and customer experience.Experience leading cross-functional work across merchandising, marketing, product, analytics, and technology teams.Strong understanding of ecommerce KPIs, experimentation, search and SEO, and digital roadmap prioritization.Ability to influence, simplify complex work, and lead change in a fast-paced, matrixed environment.Pre-employment screening includes, but isn’t limited to, motor vehicle and criminal background check.Nice-to-haves Retail or omnichannel experience preferred.Benefits Same day pay - access to your earned pay on-demand, when you need it the mostCompetitive pay - generous annual increases up to 7%Inclusive cultureHealth, dental, vision, life Insurance, short and long term disabilityPaid holidays (upon hire) and paid time off (after 90 days)Staff discount on merchandiseVirtual and in-person career development opportunities at all levelsPaid community volunteer opportunitiesTuition Reimbursement401(k) with company match after one yearBerkshire Stock as an investment option in 401(k)