Ecommerce Manager

Rachel Gilbert is a leading name in Australian Luxury Fashion, renowned for its timeless elegance, refined craftsmanship and modern femininity. Since its inception, the brand has dressed women around the world for life's most significant moments. With a strong heritage in design and a growing international presence, Rachel Gilbert continues to evolve as a modern brand with a global outlook.

Rachel Gilbert is offering a rare and exciting opportunity for an experienced and strategic eCommerce Manager to join the brand at a pivotal time of growth across both local and international markets. This is a key leadership role responsible for driving online trade performance, optimising the online customer journey, and delivering a best-in-class eCommerce experience that reflects the brand's elevated positioning.

Working closely with senior leadership, this role plays a critical part in shaping and executing Rachel Gilbert's global online strategy. The ideal candidate will bring a customer centric and commercial mindset, a passion for innovation, and a proven ability to lead within a fast-paced, high-growth environment.

Role Purpose

The eCommerce Manager is responsible for the commercial performance of the online store, owning the end-to-end onsite experience to ensure traffic converts efficiently into revenue. This role delivers best-in-class conversion, AOV, and retention outcomes by driving merchandising, UX, CRO, on-site SEO, and loyalty execution. Working cross-functionally with Digital Marketing, Creative, Planning, and Customer Service, the eCommerce Manager ensures alignment between traffic acquisition and the onsite experience to support the overall revenue targets and enhance customer lifetime value.

Key Responsibilities

Website Trading & Merchandising

• Lead daily site trading including product setup, inventory accuracy, pricing, and promotional execution.
• Ensure the site is visually compelling and updated across key touch points (homepage, navigation, PLPs, PDPs).
• Localise 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 Optimisation

• Drive ongoing CRO strategy through funnel performance analysis, testing, and UX improvements.
• Manage checkout optimisation, mobile performance, and user journey refinement to improve conversion rate and AOV.
• Deliver regular CRO reports, AOV insights, and onsite behaviour analytics to support channel strategy.
• Partner with Digital to share insights on traffic quality, attribution modelling, and conversion efficiency.
• Support the Head of eCommerce in forecasting conversion rates, AOV, 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 fulfilment, 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 the 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, AOV, bounce rate, cart abandonment, LTV, and customer journey insights.
• Analyse traffic sources and on-site behaviour to improve both site performance and marketing effectiveness.
• Share insights with Digital, Planning, and Creative to guide acquisition, product prioritisation, and promotional strategies.
• Leverage CDP and BI tools for audience segmentation, cohort analysis, and strategic testing.
• Share insights and reporting with Senior Management, ensuring freq

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 a 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.

Key Skills & Competencies

• Strong commercial acumen with a clear understanding of how CRO, UX, and merchandising drive online performance.
• Proficient in web analytics and testing tools.
• Deep understanding of eCommerce platforms.
• Expert in on-site SEO and content structuring for organic discoverability.
• Analytical thinker with a data-first approach to identifying performance opportunities.
• Highly collaborative, able to work cross-functionally to align goals and execute efficiently.
• Ability to manage multiple priorities while maintaining attention to detail.

Qualifications & Experience

• 5+ years experience in eCommerce.
• Demonstrated success growing online sales, improving conversion, and driving AOV.
• Proven track record in conversion rate optimisation and growing online sales.
• Experience in fashion, beauty, lifestyle, or retail sectors preferred.

Why work with us?

• Summer Fridays
• A day off on your birthday
• Frequent cultural and wellness incentives
• Generous staff discount
• Professional development and growth opportunities