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Kitco Metals Inc.

E-Commerce Director



Company Information

Founded in 1977, Kitco Metals Inc. is headquartered in Montreal and has offices in New York and Hong Kong. Kitco is one of the largest retailers of precious metals in the world, and a specialized supplier of refining services. The company is an authorized reseller of products made by some of the most prestigious government mints. Kitco’s website, the world’s #1 precious metals reference, is visited by close to a million people every day. A leading industry innovator, Kitco was one of the first precious metal companies to offer free real-time market information applications for smart phones.

Job Description


As a member of the Leadership Team, the E-Commerce Director will build strategic and tactical changes to Internet Properties that drive profitability to our precious metals products by increasing visitors, improving conversion rates, and managing our product lines. With P&L responsibility of the precious metals division, the successful candidate will lead all strategic aspects of branding, product development and management, marketing communications, public relations, and call center operations.

Responsibilities and Accountabilities

Essential Functions

E-commerce functions include but are not limited to:

  • Ownership and management of customer experience including design & aesthetics, content, navigation, branding/marketing, performance, functionality
  • Ownership and management of Internet marketing for our precious metals products including social media integration
  • Ownership and management of SEO measurements and monitoring methodologies
  • Direct and manage internal and external teams
  • Provide SEO/SEM/PPC and Internet Marketing thought leadership, innovation and process improvement initiatives
  • Identify trends and insights, and optimize spend and performance based on the insight
  • Manage strategic partnerships such as E-Bay, Amazon
  • Generate and implement new sales and marketing initiatives to increase E-Commerce sales and profitability
  • Provide expertise on current E-Commerce industry best practices.

Marketing Functions include but not limited to:

Inspires and leads the Marketing team in the following areas: 

  • Creation of new products for our cool and collectible line
  • Develop and execute dynamic campaigns that drive growth of our precious metals products
  • Project and Product Management
  • Ensure consistent, clear and accurate internal and external communications
  • Eye-catching graphic design output

Call Center functions include but are not limited to:

Set the strategic direction to ensure excellent customer service at every interaction with a customer

  • Ensure initiatives are taken to nurture customer relationships
  • Define and monitor KPIs for the Customer Service team
  • Continuous improvement of customer service

Management functions include but are not limited to:

  • Within the  role as functional leader, will influence and encourage the strategic direction of Kitco to the managers and staff
  • Champion and support the corporate vision, mission and values in functional management and strategic decision making
  • Provide leadership and guidance to managers and staff in achieving the department's goals and objectives
  • Responsible for marketing and sales budget and forecasting needs/resources
  • Manage, recruit, train, coach, evaluate, motivate, delegate and monitor staff activities
  • Build a team of highly competent and professional managers and staff
  • Forecast staff requirements and manage resource allocation
  • Make certain that the team adheres to all Kitco policies and procedures
  • Develop customer experience standards and implement corporately
  • Ensure that all dealings are done with the highest level of professionalism with a continued focus on the customer
  • Give both informal and formal feedback to staff. This includes annual performance reviews as well as day-to-day feedback.  Give final approval on all department’s employee evaluations
  • Assure proper communication between departments and work collaboratively across departments and foster a culture of continuous improvement

 Required Skills and Competencies: 

  • Demonstrated management success in leading digital marketing, e-commerce marketing, content strategy and project management
  • Exceptional knowledge and relevant experience launching, managing and reporting on SEO/SEM, social media, email and retargeting
  • Strong understanding of Internet best practices and the impact that these have on SEO
  • Strong understanding of Internet Marketing best practices that result in customer acquisition, retention and growth
  • Highly creative with experience in identifying target audiences and devising digital campaigns that engage, inform and motivate
  • Solid knowledge of website analytics tools (e.g., Google Analytics, Omniture, WebTrends)
  • Experience in setting up and optimizing Google Adwords campaigns
  • Backlinking: can demonstrate successful link building campaigns that result in the acquisition of large volumes of inbound, high quality links
  • An in depth understanding of search engines, search engine optimization and factors that influence high rankings in Google
  • Outstanding customer service skills
  • Strong analytical background with experience in BI
  • Excellent employee relations skills
  • Highly effective communicator
  • Excellent business acumen with a passion for innovation and creative thinking
  • Natural leader focused on execution and results as their number 1 priority. 
  • Strong leadership and negotiation skills 

Technical / Professional Competencies

  • Undergraduate or Graduate degree in marketing or related field
  • 5-10 years of experience leading a similar role

General or Personal Competencies 

  • Strong time management & organization skills
  • Excellent creative, strategic and analytical skills
  • Driven, enthusiastic, results oriented
  • Ability to adapt to change
  • Ability to work independently and within a team environment
  • Ability to handle multiple competing priorities and to work under pressure


  • External & internal customers, employees
  • External agencies

Anticipated travel / Special Working Conditions

  • Travel required for trade shows and on a needs basis

Posting Date: 25-Sep-2017Marketing/Advertising/PR Permanent, Full-Time Open 1 ASAP
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