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Online Trade Performance Leader
2 weeks ago
We are seeking a highly skilled Ecommerce Manager to drive online trade performance, optimize the customer journey, and deliver a best-in-class eCommerce experience.
This is a key leadership role responsible for leading daily site trading, ensuring the site is visually compelling and updated across key touch points, localizing the onsite experience for international markets, and conducting stock and sell-through analysis to inform merchandising and content updates.
- Key Responsibilities:
- Website Trading & Merchandising:
- Lead daily site trading including product setup, inventory accuracy, pricing, and promotional execution.
- Ensure the site is visually appealing and updated across key touch points (homepage, navigation, PLPs, PDPs).
- Localize the onsite experience for international markets based on geo-specific product and promotional needs.
- Conduct stock and sell-through analysis to inform merchandising, content updates, and trade levers.
- Conversion Rate Optimization:
- Drive ongoing CRO strategy through funnel performance analysis, testing, and UX improvements.
- Manage checkout optimization, mobile performance, and user journey refinement to improve conversion rate and average order value.
- Deliver regular CRO reports, average order value insights, and onsite behavior analytics to support channel strategy.
- Partner with Digital to share insights on traffic quality, attribution modeling, and conversion efficiency.
- Support the Head of eCommerce in forecasting conversion rates, average order value, return rates, and total eCommerce revenue.
- Customer Experience & Retention:
- Own the full on-site experience across homepage, PDP, checkout, and post-purchase journey.
- Ensure seamless functionality and brand alignment from acquisition to conversion and retention.
- Support on-site loyalty and retention execution, ensuring frictionless engagement with CRM, rewards, and re-marketing programs.
- Work with customer service and operations to enhance fulfillment, returns, and order tracking experiences.
- Work with customer service teams to ensure the Rachel Gilbert service standards are maintained and evolved at all touch points acting as a mentor and brand ambassador.
- Work with senior management in the execution and continued development of the online VIP program.
- SEO & Content Management:
- Own on-site SEO execution, including site structure, metadata, internal linking, and tagging.
- Ensure product and content updates support discoverability and align with organic search trends.
- Collaborate with Digital to align off-site and on-site SEO strategies for optimal performance.
- Reporting & Insights:
- Track and report on key metrics: revenue, conversion, average order value, bounce rate, cart abandonment, LTV, and customer journey insights.
- Analyze traffic sources and on-site behavior to improve both site performance and marketing effectiveness.
- Share insights with Digital, Planning, and Creative to guide acquisition, product prioritization, and promotional strategies.
- Leverage CDP and BI tools for audience segmentation, cohort analysis, and strategic testing.
- Share insights and reporting with Senior Management, ensuring frequent communication.
- Collaboration & Stakeholder Management:
- Partner with the marketing team to ensure traffic acquisition strategies align with site conversion goals.
- Work closely with buying, planning, logistics, and creative teams to align online trading with product availability and brand direction.
- Manage third-party stakeholders including developers, UX specialists, and platform partners to maintain and enhance site functionality.
- Work closely with 3PL's to ensure online dispatch KPI's are maintained.
- Work closely with the retail teams to ensure the timely dispatch of online orders from store ensuring consistent training and communication with the teams.
- Leadership & Brand Stewardship:
- Act as an eCommerce lead to the Head of eCommerce, confidently managing upward and across department functions where necessary.
- Represent the brand externally as a key spokesperson and internally as a cultural leader.
- Act as a team leader, positively motivating and inspiring junior staff acting as a mentor and role model.
- Ensure consistent messaging across internal teams where necessary to align teams on eCommerce initiatives and projects.
This role requires a high degree of autonomy, strategic thinking, and collaboration. If you are a motivated and results-driven individual with a passion for eCommerce, we encourage you to apply.
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