Scope of Role
Reporting into the Head of DTC, you will be responsible for managing our e-commerce platforms for Acler and Significant Other – taking ownership to achieve sales forecasts and growth. This role will implement e-commerce strategies to drive online sales and enhance the overall digital presence of our brands. It requires a strategic thinker and doer with a proven track record in achieving sales growth.
Managing a team of three to support site optimisations, operations and customer service, the E‐Commerce Manager will oversee the day‐to‐day operations of both websites to ensure they are optimised for conversion and fully functioning at all times. This role will leverage internal & external resources to meet all KPIs, reporting regularly on progress to key stakeholders and the wider business.
Duties Include Web Operations
* Manage the product life cycle, including timely launch of new product, markdown execution and movement of styles through the business
* Manage end‐to‐end services and operations for both web platforms (including order fulfilment, returns and customer service) – working closely with our warehouse and other third‐party stakeholders
* Responsible for website functionality and user experience improvements, basing decisions on customer behaviour analytics
* Oversee site merchandising and content updates
* Manage external partnership with third‐party vendor, Global E
* Manage external partnership with loyalty vendor, Yotpo
* Manage external partnership with search & merchandising vendor, Searchspring
* With the Head of DTC, implement new e‐commerce systems to support growth and our strategic plans
Performance & UX
* Alongside the Head of DTC and external agency, execute SEO strategy for both websites
* Oversee onsite customer journey, ensuring it is optimised to maximise engagement and conversion from digital marketing activities
* Analyse website traffic and user behaviour to identify opportunities for improvement and conversion rate optimisation
* Alongside the Marketing Manager & Head of DTC, manage the digital marketing calendar, ensuring it's up to date and relevant at all times
* Work closely with the marketing team to ensure creative, messaging and products are always up to date and on brand across both websites
Customer Experience Leadership
* Ensure the customer's experience is at the forefront of all e‐commerce related decisions by being a key advocate for the customer
* Improve the overall onsite customer experience and identify innovations to support increased omnichannel service
* Lead our customer service team members to manage all enquiries and provide efficient and informative responses
* Work with the Head of DTC to ensure you feed in customer needs to the inventory and buying process
Strategy, Budget and Reporting
* Lead trade analysis on a weekly, monthly, quarterly and yearly basis, to enable data driven decisions to continuously drive online sales and gross margin %
* Provide support to the Head of DTC for the setting of budgets and strategy
* Develop growth, promotional and marketing strategies with clear ROI
* Develop proposals that will facilitate our continued global e‐commerce expansion
* Develop proposals for website or platform improvements
Team Management and HR
* Line manage the E-commerce Operations Executive, with an indirect line to 2 × Customer Experience Coordinators, setting development plans and KPIs while ensuring the team are delivering on their KPIs
Requirements
* Minimum of 5 years' experience in a similar senior role in e‐commerce
* Demonstrated experience of strong e‐commerce sales growth
* Experience either brand side or agency side
* Extensive experience with Shopify, GA4, required; experience with Searchspring, Yotpo, Global E preferred
* Comfortable working with web developers in communicating briefs and managing tasks from start to finish
* Experience with, or understanding of Klaviyo, Meta/Google ad platforms
* Experience optimising SEO (brand or agency side)
* Strong understanding of the e‐commerce and digital marketing landscape
* Excellent Excel and Microsoft Office skills
* Excellent verbal & written skills and attention to detail
* Demonstrated ability to problem solve
* Experience in fashion/beauty/lifestyle industry preferred but not essential
* Bachelor degree in marketing or similar preferred but not essential
Salary and Contract
* Full‐time permanent contract with competitive salary determined by experience.
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