Digital Retail & E-Commerce Manager

Position

The Digital Retail & E-commerce team have two clear goals; providing a platform for the market to discover our brand & products for a best-in-class omnichannel experience, and, to drive a thriving e-commerce business through our website and via Client Services, animating & celebrating our clients.

Managing an end-to-end e-commerce experience, from traffic acquisition, the website and app, Client Services, instore experiences such as online appointment bookings & click & collect, logistics & operations including last mile delivery, packaging & commercial cut off dates, clienteling & live shopping events, and digital transformation mindset among the wider business.

As the Digital Retail & E-Commerce Manager for UK, South Africa & Ireland, you will be pivotal to delivering game-changer projects, and reaching business goals as part of a team of four, with one direct report. You will work in an innovation mindset environment, delivering at pace meaningful results. Collaborating with multi-functions locally including finance, supply chain & logistics, client development & our retail network. You will partner closely with Client Services based in Brussels, as well as our digital teams in Paris.

Job responsibilities

Digital Marketing

Driving quality traffic to the website through Search & CRM

Management of Paid Search. Working hand in hand with agency counterpart to deliver results and dynamic adverts aligned to commercial pushes and brand launches. Providing agency with KPI targets & optimising on a weekly basis

Strategically optimising paid search shopping feeds with agency support through title optimisation and custom labels

Development of SEO strategy & optimisation to maximise organic visibility within Google & Bing

Support email marketing strategy aligned to central & local needs, targeting & segmenting, support with planning and AB testing

Support the team to build & send CRM marketing emails

Analytics & Insights

Support weekly & monthly trade analytics to derive opportunities & actions using sales data & google analytics

Ad-hoc analytics when needed to support business priorities, use of Content Square to articulate client experience, and e-commerce analytics to report on delivery methods

Support Client Services with sales analysis and insights to direct attention to opportunities

Reporting & actions synthesised to clearly communicate performance & actions to wider retail business

Forecasting digital revenue based on historic data, current trend and plans

Play a key role in overseeing operations projects & management of user experience testing

Mange order fulfilment delays and tracking, liaising directly with warehouse and our Client Services teams to ensure correct communications to clients

Work with local teams to ensure correct commercial cut-off dates communicated to clients, and met by logistics partners

Manage relationship with logistic partners, monitoring performance on a weekly and monthly basis, ensuring high level of client experience

Ownership of last mile delivery proposition, managing roll out throughout the UK market, perfecting the client experience and performance. Adding best in class services and personsalition for high value clients.

Play a key role in animating our Digital Ambassador retail community, partnering with the stores to ensure optimised and aligned client experience

Presenting Digital topics on a regular basis to retail teams, including inductions, onboardings and other retail lead programs to drive an omnichannel mindset and digital adoption.

Implement drive to store initiatives, including events, pop-ups and clienteling appointments

Ownership of third party digital presence, ensuring an elevated and brand lead experience to drive engagement to the brand with drive to store KPIs.

Managing relationships, sharing performance and partnering closely with store teams to optimise the platforms.

Developing third party presence to introduce new innovative partnerships

Profile

• Entrepreneurial, results driven, self-driven, clear communication, proactive, innovative
• Excellent interpersonal skills with the ability to establish professional working relationships with both internal & external contacts
• Passionate about luxury, digital and innovation. Abreast of ever-evolving market trends.
• Experience in brand lead digital marketing, Paid Search & SEO
• Knowledgeable on how to measure an e-commerce business, ability to synthesing actionable insights
• Strong analytical skill set, able to find the story in big data
• Expertise in Google Analytics and Content Square
• Excel skills are key
• Focus on Client Experience
• Thrives in high performance environments, with a joyful team spirit
• People management experience