This team supports the organization through the creation and maintenance of the Provide Commerce technology platform, which includes internal corporate systems as well as the e-commerce technology used by our customers.
We work collaboratively within the company to create both technical and non-technical solutions. The IT group as a whole is a cohesive, rapidly changing, results-driven team with a strong level of trust between our other business units.
A flexible architecture and strong relationship with the business allows us to address complex technical problems in unique and innovative ways. IT employees get to see the results of their hard work firsthand as our platform expands to handle the extreme load of peak holidays.
This team performs intensive data analysis, draws conclusions, makes recommendations, and works independently and cross-functionally to impact the business. This can involve designing, implementing, and analyzing test results in a variety of areas, as well as providing critical information to make business decisions.
Testing can either cut across multiple functions or relate to functions that don’t otherwise have the required analytics resources. We often act as a critical partner and supporting function for the Marketing, Finance, Supply Chain Operations, and Merchandising departments.
We do much more than simply analyze data. We often take direct action that immediately impacts the business. Sometimes it’s necessary to be creative in order to quantify the value of things such as customer satisfaction or the impact of Valentine’s Day falling on a particular day of the week.
Analytics covers areas such as:
Forecasting (financial as well as detailed operational levels)
Price and offer testing, analysis, and optimization
Marketing channel analysis and optimization
Demand management (optimizing and aligning demand to customer objectives, financial targets, and operational constraints)
Merchandise assortment analysis
Customer analysis and behavioral drivers
This team is responsible for generating nearly half of the organization’s revenue and plays an integral role in the day-to-day operations of the business. The Acquisition Department manages a variety of online and offline channels, including TV, print, radio, PPC, display, SEO, affiliates, shopping feeds and more.
Unlike other companies of our size, we do almost everything internally, allowing for full transparency on marketing effectiveness, costs, and other details that often become cloudy when working with an agency or third party.
Myriad of Marketing Vehicles
E-commerce is a constantly evolving and growing channel. The proliferation of new marketing opportunities is what makes this group exciting and fun, but also incredibly challenging.
The rise of social and mobile, along with group buying and other new customer channels, has forced us to rethink our cost structure and how we work with partners. Given the opportunity to test such a vast array of marketing vehicles, our challenge is to determine what, when and how much to invest in each.
Our overall level of analytics is rigorous and invigorating. We understand instrumentality, cost per order, lifetime value and other metrics down to the cent. This knowledge allows us to optimize spending activities and associated revenue in near real-time over peak periods.
Aligned By Brand
Acquisition Marketing team members tend to be aligned by brand and often operate in a cross-functional manner. Our goal is to drive increased revenue and new customers to Provide Commerce while consistently optimizing our marketing costs. Due to the extremely dynamic nature of e-commerce, we leverage testing extensively to optimize our efforts.
The Retention team is an extremely data-driven team that leverages internal and external purchase, demographic, and psychographic customer data to best understand the cadence, offer creative, and message to each customer group. Simply stated, this is the team responsible for understanding our customers’ needs and developing marketing plans to get them to purchase again. Our most common marketing methods are email, direct mail, catalogs and social media channels. We leverage analytics and customer data to measure the performance of our different channels and inform the crafting of compelling marketing campaigns to ignite continual purchases from our customer base.
The Retention Team at Provide Commerce is responsible for understanding our customers and how the various Brands meet their needs. The team is also responsible for segmenting existing customers into distinct groups based on their purchase behavior and creating marketing strategies that profitably grow the business.
We leverage analytics and customer data to measure the performance of different channels as well as to create and test new ideas that fulfill the needs of our customers and give them a compelling reason to purchase from us again. The team also works closely with the Acquisition Team to acquire our target customers.
Supply Chain Operations
Supply Chain Operations
This innovative team manages the operational functions for all our brands in an integrated manner so that customer needs are met in the most effective and efficient way possible. Our business was born out of the dream of disrupting the supply chain in the floral industry and we haven’t slowed down yet!
Supply Chain Operations oversees everything from planning and inventory management, to sourcing, production, logistics, fulfillment, quality, and supply chain technology.
The Competitive Difference
Unlike some companies where operational functions are cost centers or even seen as a “necessary evil,” we view operations as a true source of innovation and supply chain activities as critical competitive differentiators for our brands..
Planning and executing supply chain strategies for peak holidays is an ongoing challenge.
Our customers count on us the most during peak times, so we’ve assembled a team of smart and creative people to help find new ways to continually improve our service. For example, when Valentine’s Day fell on a Sunday, we were challenged with building a delivery network with FedEx to create the first-ever Sunday delivery program.
The Creative Department handles creative marketing across our business channels by providing: all product photography, website designs and updates, email copywriting and design, banner ad creative and production, and catalog design, layout and production.
Our team covers both web and print design. We handle end-to-end photo services, from creative concept development to shooting, direction, image editing, and color management using all of the latest tools and innovative techniques.
Creative duties encompass site re-designs, seasonal and campaign concepting and creative direction, product stories, catalog copy, email content, and more.
“Opinions are valued here. It doesn't matter if you're talking to the CEO or an SVP; if you have a concern you can speak up.”
- Matt G, Gourmet Foods Marketing Director
This department is responsible for putting together the portfolio of products offered by each Provide Commerce brand. This includes merchandising as well as product design and development.
We manage items in the portfolio by using analytical tools (e.g. sales, inventory, margin, customer ratings), market trends, and experience-based judgment. Following the mission of each brand, our job is to ensure that the products we offer will delight our customers, thereby driving profits for the company.
The Gourmet Foods Business Unit (GFBU) is part of the merchandising department, and the fastest-growing business within Provide Commerce. The focus is on selling delicious gourmet gift food products and is comprised of Shari’s Berries and Cherry Moon Farms.
Our team is always on the look out for the “next big thing”. In the course of our work we meet lots of different vendors, both large and small. Part of our task is to sample their wares and decide which would be a good fit for us. We also get to develop and design our own unique products.
This team is responsible for the performance of each of Provide Commerce’s websites.
They manage a wide range of day-to-day and project-based activities that focus on providing a compelling customer experience and drive performance metrics such as conversion and average order value.
Some resources within this team are aligned on a brand basis, whereas others are project-based across brands. All Site Optimization team members work in a cross-functional way with other company teams, such as Marketing, Merchandising, Creative, and IT. The Site Optimization team is the largest internal “consumer” of IT resources, driving a portfolio of prioritized projects intended to improve the experience, performance, and capabilities of the websites.
We have one of the strongest site-testing programs of any e-commerce company we’ve come across. We take a very customer-centric and data-driven approach to decision making.
Our websites are some of the highest converting in the retail e-commerce industry. We strive to understand and implement techniques that convert “browsers” into buyers while developing a branded site experience that showcases our products in a compelling way.
As technology continues to evolve, we need to evolve along with it, whether it involves new browsers, operating systems, mobile, or social. Websites are also changing along with customer expectations. So we consistently challenge ourselves to evolve the experience we offer on our sites.
This team serves as a “Center of Excellence”.
They provide functional leadership over the “art of selling” for all of our consumer brands. They carry the company’s merchandising excellence from product development all the way through onsite merchandising, and beyond to customer loyalty.
Consumer Experience at Provide Commerce is about developing marketing programs that drive sales by inspiring our target consumers. This team works directly with each of our four brand marketing heads and four brand GMs to create strategies that reach the most important customer segments. Ultimately, they’re responsible for developing and implementing a strong, effective customer journey.
The Consumer Experience team consists of four groups: Merchandising, Content/Social, Consumer Insights/Research, and Creative.
Customer Service is the soul of our operations and is the central location for all customer contact, including emails, calls, and social media.
We work with the different departments by helping to assess customer experience issues, relay marketing messages to customers, and bring issues to the correct business department.
We give our agents the degree of autonomy that most companies reserve for supervisors and above. We’re able to confidently do so because of our company’s strong product, delivery and commitment to making it right.
Empowering Our Agents
To ensure customer satisfaction, we empower our agents to take ownership of every customer interaction. At peak times they are able to step into more senior roles that are key to our success in ramping up for peaks.
This team’s members make the work fun. We genuinely like being around each another and have created a work environment that is truly collaborative and supportive.
Here's what one of our customers had to say.
I wanted give kudos to your Representative, Jenn, who recently processed my
order her customer service, level of
commitment, engagement and overall attitude were outstanding. Even on a
Sunday evening! I normally utilize your website to place my orders, but
with this particular order I felt more comfortable speaking with a
Representative. Jenn was very quick to access my account and apply the
correct discounts, as well as providing much appreciated insightful and
reassuring feedback. She was a pleasure to work with and a credit to your
Company. Outstanding customer service should not go unnoticed or
appreciated, which is why I am providing this feedback."
Finance and Accounting
Finance and Accounting
This team is responsible for all accounting and finance operations for the entire consolidated group of Provide Commerce companies. Our duties include financial reporting, budgeting and variance analysis, processing payroll, accounts payable, accounts receivable, taxes, insurance, banking relationships, cash management, and more.
Financial reporting is done on a monthly basis, both internally and to our parent company, Liberty Interactive. This team touches all aspects of the company’s activities.
Having started as a private company, our team has a wealth of experience. We completed a successful IPO, became fully SOX compliant, completed a secondary offering, and facilitated the acquisition of all outstanding stock of the company’s stock by Liberty Media (now Liberty Interactive). We’ve also integrated accounting functions from several corporate acquisitions and currently manage accounting for three subsidiaries, in addition to the parent company.
Every accounting group has the same basic functions, but Provide Commerce is full of people who want to succeed and will do what it takes to get the job done. Our team has high values and strives for accuracy, even if that means notifying a vendor we were undercharged.
Our top-notch legal team handles all legal issues ranging from commercial contracts, litigation, mergers and acquisitions, to governmental compliance, intellectual property, real estate leasing, Internet law, human resources, and corporate matters, to name just a few.
Legal also leads the public affairs and corporate communications functions for the business.
The Legal department acts as a business partner with the organization. In addition to providing pertinent legal counsel and shaping the company’s corporate public presence, this team partners with business teams to provide creative solutions to all varieties of business matters and issues.
“I've really been impressed by the friendly and collaborative environment at Provide Commerce. All the teams work together to find the best technical solutions.”
- Dennis B, Solutions Engineer
This team is responsible for recruiting the most talented people to our organization, helping them develop new skills, and supporting them throughout their careers.
We partner with each department and support management and employees with all aspects of their work life at Provide Commerce. From learning and development, to benefits, employee communications, and strategic planning, it’s the responsibility of HR to keep employees engaged and on a growth trajectory so we can continue to create exceptional products and customer experiences.
A Strong Culture
Our job in HR is to ensure that Provide Commerce is a place where people want to work. We also serve as ambassadors of the company’s culture.
Our organization values and cares for its people, which is why we work hard to nurture a strong culture of collaboration, innovation and growth. All HR initiatives strive to align with that culture.
We take our mission of discovering top talent and serving our employees seriously. That’s why our groups identify the smartest, most passionate individuals and work hard to keep them challenged, fulfilled and happy. You’ll find us tackling the hard problems that impact the organization and planning the next great benefit to add to the long list of reasons you should work here.