Ecommerce & Digital Marketing Manager
16 days ago
City of London
About the Role The Ecommerce & Digital Marketing Manager will play a pivotal role in driving online growth and delivering an exceptional digital customer experience. Reporting directly to the Founder / Head of Brand, this role oversees the end-to-end ecommerce operation, from website management and digital marketing to stock flow, customer service, and analytics. This is a dynamic, cross-functional position suited to someone with strong commercial awareness, analytical skills, and experience in scaling premium or luxury ecommerce businesses. Key Responsibilities Website & Platform Management • Oversee the day-to-day management of the Shopify website, ensuring homepage, navigation and collections are updated and optimised for UX/UI., • Conduct regular website audits and backend performance analysis, implementing enhancements to improve site speed, experience and conversion., • Coordinate and prepare for potential site migration to Shopify Plus., • Manage product uploads, collections and content to ensure accurate and timely launches., • Maintain and distribute weekly/monthly stock reports for internal and accounting use., • Optimise stock allocation across warehouse, studio and retail to support demand and sell-through., • Oversee the online returns process and introduce improvements to enhance customer experience. 3PL & Logistics • Manage relationships with third-party logistics partners, ensuring timely order fulfillment and returns processing., • Liaise with warehouse teams to resolve inbound/outbound delays and maintain stock integrity. Customer Service & CRM • Oversee customer service functions, ensuring a premium and responsive support experience., • Review and improve customer journey touchpoints., • Analyse customer feedback and requests (e.g. back-in-stock alerts) to inform stock and product strategy. Analytics & Trading • Produce weekly and monthly ecommerce performance reports and KPIs., • Lead ecommerce trade meetings, providing insights and recommendations based on sales data., • Monitor global site experience and ensure localisation where required., • Analyse underperforming territories, SKUs and pages; implement strategies to drive growth. Marketing & Growth Strategy • Own the ecommerce growth strategy in collaboration with internal teams and external digital marketing agency., • Lead CRM and email marketing via Klaviyo, including flows, segmentation, and campaign optimisation., • Manage digital marketing budget across paid ads, affiliates, and promotional campaigns., • Partner with creative and marketing teams on campaigns, product launches, and brand activations., • Develop markdown and promotional strategies to move seasonal stock whilst protecting margins. Product & Merchandising • Manage homepage and category merchandising for commercial and visual impact., • Oversee catalogue creation, asset management and product copywriting., • Forecast and plan recuts of bestselling products., • Conduct price analysis and monitor alignment with stockists. Finance & Planning • Prepare monthly ecommerce forecasts, including sales, P&L, margin analysis, and performance metrics., • Support budgeting for digital marketing, promotional activity and stock management., • Collaborate with finance and operations teams on stock, returns and sales reporting. Skills & Experience Required • Proven experience (3–5+ years) in a ecommerce role, ideally within premium or luxury fashion., • Strong experience managing Shopify (Shopify Plus experience a bonus)., • Proficient in Klaviyo, Google Analytics, Meta Ads Manager, Zedonk, and Excel., • Understanding of CRM, retention strategies and customer lifecycle., • Proven ability to drive growth through CRM, marketing and data-led decisions., • Analytical thinker with experience in forecasting, P&L planning and reporting., • Strong organisational and project management skills with the ability to work cross-functionally., • Passion for delivering exceptional customer experience and digital innovation. Desirable Experience • Experience with international ecommerce operations, including duties, shipping and localised marketing., • Familiarity with SEO, site performance tools and ecommerce best practices., • Background working with retail stores and 3PL providers., • Understanding of merchandising concepts including weeks cover, stock flow and margin mix., • Previous involvement in a Shopify Plus migration or build.