Head of Ecommerce & Digital Performance
We're seeking a commercially minded Head of Ecommerce & Digital Performance, passionate about fashion and online retail, to drive growth and shape our ecommerce operations.
This is a senior leadership role responsible for driving online revenue growth, optimising digital performance, and overseeing ecommerce operations including fulfilment and customer experience.
You will combine strategic vision with a hands-on approach to drive digital performance and ensure seamless operations.
Key Responsibilities
Website Management
* Oversee Shopify platform performance, UX, CRO, SEO, and site stability.
* Manage integrations with Retail Express and other connectors to ensure accurate inventory, pricing, and order fulfilment.
* Implement system enhancements and automation to improve speed, accuracy, and scalability.
* Ensure data integrity and reduce operational risk.
* Identify CRO opportunities, optimise checkout, and improve merchandising.
* Ownership of all product enrichment for weekly product launches, including product descriptions, care instructions and metadata. Manage online visual merchandising in-line with EDMs and delivery timeline.
Ecommerce & Digital Performance
* Own and execute the ecommerce growth strategy to drive revenue, conversion, AOV, and customer acquisition.
* Manage paid media (Meta, Google, TikTok, affiliates) and email campaigns with segmentation, targeting, and analysis.
* Monitor KPIs including ROAS, CAC, LTV, and provide actionable insights to senior leadership.
* Drive initiatives to increase traffic, conversion, and repeat purchase.
* Manage email and SMS distribution, including flows, segmentation, QA, testing, deployment, and performance reporting.
* Drive CRM performance through audience segmentation, KPI tracking and structured A/B testing to optimise retention and growth.
Customer Service & Fulfilment
* Manage the end-to-end online customer journey.
* Lead customer service and fulfilment across warehouse and retail networks.
* Ensure fast, accurate dispatch and alignment with retail store teams.
* Drive continuous improvement in delivery speed, returns, and fulfilment accuracy.
Leadership & Team Management
* Lead and develop ecommerce, customer service, and fulfilment teams.
* Set KPIs and manage budgets.
* Provide regular updates and reports to the Owner and Senior Management.
About You
* Ideally at least 5 years experience in ecommerce, digital, or online retail management.
* Strong hands-on experience with Shopify and Retail Express (or similar ERP/POS).
* Knowledge of paid media, CRM, CRO, and analytics tools.
* Proven experience overseeing ecommerce operations, fulfilment, and cross-functional teams.
* Experience in fashion, apparel, or lifestyle brands preferred.
* Data-driven and commercially astute, balancing growth, cost, and customer experience.