Head of E-commerce and Operations

Job Introduction
As the Head of E-Commerce & Operations, you will be responsible for scaling our online presence and enhancing our operational efficiency. Your role will encompass not just strategic leadership in both online and offline trading but also oversight of critical operational functions including inventory management, logistics, and customer service to ensure a seamless journey for our customers. You will understand how online and offline channels can work together.

Responsible for two online jewellery brands and a physical retail store you will be pivotal in driving the commercial strategy, ensuring our websites & store reflect our ambition and resonate with our customer base, all while delivering on growth and profitability.

We value individuals who thrive in our collaborative culture, demonstrate problem-solving prowess, and have an inherent drive for excellence. You will develop an in-depth understanding of our products, our customers, and the jewellery industry which will inform and guide your decision-making process. Trust and integrity are non-negotiable, forming the foundation of our success.

Main Responsibilities
**Customer Focus**:

- Ensure that the customer remains at the centre of our focus and that they always receive an intuitive user experience and seamless customer journey.
- Leverage your existing expertise in sales, marketing, technology, and management to deliver a superior brand and shopping experience for all customers.

**E-Commerce Strategy**:

- Develop frameworks for monitoring KPIs and OKRs, leveraging data to inform strategic decisions.

**Operational Excellence**:

- Oversee all operational aspects including the customer service, fulfilment process, and inventory control, driving efficiency and accuracy.

**Market and Competitor Analysis**:

- Continuously analyse competitors and market conditions to identify new opportunities for growth and innovation.

**Data-Driven Innovation**:

- Utilize analytics to monitor customer behaviour and market trends, employing A/B testing and other optimization methods to enhance the customer journey and increase conversion rates.
- A visionary leader with a proven track record in a senior e-commerce role, ideally within online retail of luxury, jewellery or high-value goods.
- Highly skilled in managing both digital platforms and operational logistics.
- Exceptional at data analysis, with a strong commercial acumen to drive e-commerce strategy.
- A collaborative team player who thrives in a dynamic, fast-paced environment.

About The Company

We Value:
**INTEGRITY - **We’re committed to earning trust, doing what is right, acting like owners, and holding ourselves to the highest standards.

**AGILITY**:

- With a focus on speed and adaptability, we value progress over perfection and are continuously learning and improving.

**AMBITION -** We push boundaries, make bold bets, and strive to be the best in every aspect.

**CLARITY - **Through straightforward communication and well-understood goals, we encourage ideas and value honesty.

**EFFICIENCY -** Resourcefulness and frugality are our cornerstones. We aim to extract maximum value with minimum input.

Package Description
- A competitive salary up to £70,000 with a bonus potential up to 30%.
- Bonus scheme
- Cycle to work scheme (5% of base salary).
- 25 days holiday, plus bank holidays, plus the option to purchase additional days.
- Half-day off for your birthday.
- Budget for skills development and certification.
- Pirkx (online GP, mental health care, and discounts portal).
- Yearly volunteer day.
- Staff discounts on bullion and jewellery products.
- 8% pension contribution, private healthcare, and a cycle to work scheme.
- Substantial opportunities and budget for personal and professional development.