This is Chapter 1 in a series of evaluations of my performance running Buff City Soap eCommerce. In the middle of September, I took over the management of Crank City, the soap production and fulfillment center for Buff City Soap’s eCommerce store. As Director of eCommerce, this addition to my job meant that I oversee eCommerce from end to end. Raw material ordering. Production. Waste. Fulfillment. Website management/optimization. Direct response digital marketing (ROAS-centric). Customer service, before, during, after the sale. Analysis + optimization of key eCommerce KPIs in production, fulfillment, and CX. Since I took over, I’ve had some wins but a lot of “opportunities” to improve. Life is about mistakes, learning from them, getting to the next at-bat, and hitting the ball just a bit better. In this piece, I want to discuss some of the things I have learned running Crank City and why they are important lessons. Tomorrow, I will share some critical areas I need to
