eCommerce Manager

ECOMMERCE MANAGER

We are seeking a highly motivated eCommerce Manager to oversee the day to day running of our online shop by managing our product database online, ensuring high quality of product presentation and information, and driving forward performance of the eCommerce assistants to deliver exceptional customer service.

Location

Fulham Road, SW3

Key Responsibilities

• Oversee seasonal product uploads; from arranging product shoots to upload of imagery and prices and creation of new categories and size guide
• Monitor daily site performance across multiple devices, browsers and countries, working to troubleshoot customer issues and collating customer experience feedback for eCommerce Executive to support in the improvement of the user journey
• Manage the fortnightly remerchandise of the online store to be in-line with the seasonal Visual Merchandising strategy in order to maintain the company’s brand aesthetic and increase sales
• Manage, motivate, and develop the eCommerce team; overseeing daily workload, planning team rotas, managing staff absence, supporting the eCommerce Executive in conducting appraisals and keeping on top of day to day housekeeping within the department
• Supervise the customer service team, overseeing out of stock notifications and inter-shop requests, managing customer complaints and resolution of late and faulty returns, and providing support to team in taking customer calls and answering customer emails
• Support the eCommerce Executive with department projects and initiatives as required. Identify, analyse, and improve existing business processes to meet the changing needs of the business, designing new processes as necessary to achieve agreed objectives
• Work with both Merchandising and Warehouse departments to monitor inventory levels by performing regular stock takes, actively reviewing discrepancies, organisation of stock and replenishments, to improve efficiency and maximise sales potential
• Monitor performance and customer feedback, providing detailed reports and commentary through weekly sales reports and regular cross-business meetings

• Responsible for circulating collection knowledge to the team and accuracy of product information and advice given to ensure the level of customer service provided is synonymous with Margaret Howell’s ethos and reputation

• Minimum of 3 years’ experience in eCommerce and a customer facing role  
• Experience of managing a small team in a fast-paced environment
• Solid understanding of web developments and consumer trends
• Numerate with strong supervisory, organisational, interpersonal and communication skills
• Proven ability to work on own initiative, assess priorities, and be confident in decision making
• Excellent time management skills with the ability to work to deadlines and prioritise work accordingly
• An interest in womenswear, menswear and design

• Working knowledge of Magento or a similar platform advantageous
• An understanding of Google analytics would be an asset

The Ideal Candidate

• Strong connection with our brand identity
• Proactive and a ‘can do’ attitude
• Ability to build strong stakeholder relationships and engage with managers across cross functional departments
• A good team player

Hours

Full-time - 35 hours 

Rewards

• A competitive salary
• 4 weeks holiday plus bank holidays, increasing to 5 weeks with service
• Generous clothing allowance
• Significant staff discount on purchases
• Life insurance
• Contributory pension