jennifer cockrell

Responsible for Julep.com website and subscription program operations end-to-end, from the website design through product shipment and customer service. Prioritize website innovations and updates based on customer feedback, business priorities and data. Lead problem-solve efforts related to operational issues to reduce revenue loss and customer impact. Perform data analysis to evaluate promotional performance and improve performance of future campaigns. Communicate new initiatives and results to executive team and P&L owners. Manage team of up to 7 people, including customer service, site merchandisers, website operations, front-end developer. KEY ACCOMPLISHMENTS: Analyzed monthly subscription product COGS data and recommended a back-end system update that drove 1% improvement in gross margin YOY. Forecasted monthly subscription box inventory with 2% margin of error. Launched updated digital programs, such as auto-replenishment, a website redesign, and new homepage design, in partnership with in-house engineering and creative teams.

Planned, executed, and evaluated projects, while overseeing cross-departmental timelines. Defined objectives, created schedules, evaluated risks, tracked performance, and oversaw team workloads.

Defined project scope, goals, tasks, resource requirements, and deliverables to support short-term and long-term business strategies. Proactively identified potential obstacles and risks in projects and implemented plans to navigate around them.

Monitored and maintained website to optimize customer experience and usability.

Answered questions and coached representatives through complex calls or issues, defused angry customers, and handled escalated issues. Exhibited creative and efficient decision-making to problem-solve and champion for both the customer and brand.

Drove sales and helped store achieve daily, weekly, and monthly sales targets Identified cross-promotional opportunities and developed customer relationships to drive repeat purchase.