Head of Ecommerce

7 months ago

Banbury, United Kingdom Joma Jewellery and Katie Loxton Full time

**THE OPPORTUNITY**

As Head of Ecommerce, you will use a blend of strategic thinking, technical expertise and strong leadership skills to develop, lead, and motivate a high-performance team consisting of Ecommerce Trade, Ecommerce Development, Website Operations and Retail Customer Experience to deliver an outstanding and personalised customer focused proposition and experience.

You will be pivotal in crafting and executing our global Ecommerce strategy, seamlessly aligning with our business's growth plans and strategic goals. You'll spearhead initiatives to deliver personalised products, elevate on-site experiences and cultivate a vibrant community of loyal customers, propelling our business to new heights.

If you're passionate about innovation, thrive on strategic thinking and keen to make an impact through continuously up-levelling the digital shopping experience., we want to hear from you

You'll be based at our stunning Head Office in Banbury, Oxfordshire three days per week (Tuesday-Thursday), with the freedom to work from home for the remainder of the week. This may flex up from time to time dependant on business needs.

**BEHIND THE BRANDS**

We’re a family-run, entrepreneurial company with an exciting pace of life and a bright and friendly team. We are passionate about creating stunning products with a personal touch and innovating our business behind the scenes. We value creativity, collaboration and integrity.

**HOW YOU'LL CONTRIBUTE**
- Working with the company Directors and Senior Management to create and maintain the Strategic road map for the global business from an ecommerce perspective
- Ensuring the business meets or exceeds agreed monthly ecommerce sales and targets and trading KPIs
- Ensuring that Ecommerce and Retail Customer Experience teams have the tools and resources needed to meet and exceed agreed targets across each channel
- Building a data driven, analytical approach to enhance continuous improvement of the Ecommerce and Retail Customer Experience channels. Monitoring key metrics and analysing customer interactions to identify trends and react accordingly on a daily, weekly and monthly basis
- Ensuring the team are delivering engaging interactions and exceptional user experiences consistent with our brand values, driving repeat custom and exceptional LTV through various strategies and tactics
- Building best in class, simple to use interfaces that our customers will love and robust systems to ensure everyone has memorable experiences from landing on our site through to order delivery
- Utilising data analytics tools to track key ecommerce metrics and KPIs, analyse performance, and identify areas of opportunity for business growth. Prepare regular reports for Senior Management Team and Directors to provide insights and recommendations
- Continuously reviewing and improving the performance of the Ecommerce and Retail CE teams through data, development, coaching, mentoring and/or training
- Owning the strategic roadmap to lead the way we approach website development, 3rd party integrations and hosting to ensure we have a scalable and robust technology stack that delivers on company objectives and exceeds customer expectations
- Managing external resources and projects, building great working relationships along the way
- Liaising with other departments to lead, manage and deliver a range of digital projects from systems integrations to personalised digital and print processes
- Liaising with other departments to ensure the online business works in synergy with other areas of the business, helping to maximise opportunities across all channels
- Working with our Creative Director, Digital and Brand Marketing teams to ensure the websites are on brand and communicating our core values at all times
- Contributing towards product development, overseeing decisions relating to the website
- Ensuring that all marketing campaigns are properly tracked and analysed
- Running third party marketplaces such as Amazon
- Working alongside the Head of Sales to ensure we are maximising sales at all times across our websites and other marketplaces
- Working collaboratively with Buying and Merchandising teams to understand stock and product coming into the business, feeding back into marketing to ensure risks are managed and opportunities are maximised, whilst keeping the website aligned to product launches
- Working closely with the Merchandising team to ensure the online product assortment is well-curated, up-to-date, and aligned with customer preferences and trends
- Focusing on enhancing the overall customer experience across all touchpoints, from website navigation to post-purchase support, to increase customer satisfaction and loyalty
- Ensuring compliance with payment industry standards and regulations and ensure these are reflected onsite, as well as implementing robust security measures to protect customer data and prevent fraud
- Proactively identifying opportunities for international

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