Applying for: Ecommerce Manager
Location:
London Chelsea Head OfficeReporting to:
Head of Ecommerce and DigitalReference:
Full-TimePersonal Attributes We Value:
Genuine, Warm, Curious, Appreciation of Style, Humour, Thoughtful, Trustworthy, Responsible, Knowledgeable, Passionate, Flexible and Enterprising.
What you will do
Trading, Reporting & Analytics
- Monitor trading KPIs and web analytics on a daily basis, highlighting opportunities to improve KPIS (drive conversion, increase AOV and increase revenue).
- Manage the ecommerce budget, expenses and invoices, to ensure business needs are met.
- Conduct detailed product, category and assortment analysis and make strategic recommendations to drive sale growth.
- Review promotional performance.
- Produce and circulate weekly and monthly reports to the stakeholders, continually highlighting clear actions to improve performance against targets.Â
- Monitor competitor activities and marketing strategies and trends to identify new business opportunities.
- Track and report on conversion rate changes following new initiatives (e.g., website redesign, new product launches, promotions).
- Present actionable insights and recommendations based on data, including strategies for increasing sales, improving site performance, or enhancing customer satisfaction.
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Website Management & Optimisation
- Manage the day-to-day operational running of the website and concessions, ensuring a smooth and elevated customer journey across all touch points.
- Shape and manage the development roadmap.
- Manage our 3rd party suppliers responsible for site development (web agency) and ongoing projects.
- Responsible for the JIRA tickets and relevant prioritization.
- Manage our SEO strategy, ensure we have the optimal site structure and technical setup to ensure continuous growth.
- Optimise visual merchandising rules for product recommendations, tracking best sellers and slow movers and merchandise accordingly.
- Maintain site search ensuring the tool is fully functioning and optimised. Â
- Debug of all work including AB tests were necessary.
- Responsible for cross-browse and multi device testing of all work.
- Monitor ecommerce performance, such as page load times and checkout functionality, ensuring no technical barriers prevent customers from completing their orders.
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Customer service and Online operations:
- Deliver the best in class in Customer Service, overseeing and supporting the Customer service and fulfilment team from an operational and technical point of view to ensure they exceed standards.
- Liaise with the external logistics partners and escalating issues until resolved.
- Using payment gateway platforms on a regular basis in order to flag and resolve potential issues as well as aid the Customer Service & Jewellery concierge when necessary.
- Analyse trends in customer complaints or inquiries to identify areas for website improvement, product refinement, or policy updates.
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Campaign planning and management:
- Work with cross-functional teams (marketing, product, creative, social media) to ensure that campaigns are cohesive across all channels, including the ecommerce site, email marketing, social media, and paid advertising.
- Oversee the execution of all ecommerce-specific marketing campaigns, including seasonal promotions, flash sales, email newsletters, and product launches.
- Ensure that all campaign elements (e.g., product discounts, banner ads, landing pages, CTAs) are properly implemented and tested for functionality before going live.
- Implement new site widgets and elements from within Magento II, upselling, and cross-selling strategies during campaigns to increase cart value and overall sales.
What you will bring
Qualifications
Education: Preferably degree in Marketing, Business, Communications, or a related field.
Experience: 5+ years of experience in ecommerce management, with proven record of online growth for a luxury brand.
Essential Skills:
- Data-driven
- Outstanding attention to detail
- Tech-savvy
- Results oriented
- Strive for excellence
- Adaptable
- Customer focused
- Project management skills
- Commercially minded
- Problem solving
- Innovative mindset
- Creative
Preferred Experience and knowledge:
- GA4
- Ecom and CMS platforms (Magento preferrable)
- Product Information Management (PIM)
- Hotjar
- Inventory management
- Project management tools like Asana or Trello
- Good understanding of UX design and best practises
- Basic Html & CSS knowledge
- Good Microsoft
- Zendesk
- PowerBI