E-commerce & Insight Manager – Merchandise
5 days ago
Towcester
Application Deadline: 25 September 2026 Department: Merchandise Employment Type: Permanent - Full Time Location: Silverstone Reporting To: Head of Retail This is a high-impact, hands-on role responsible for driving the growth of Silverstone's online merchandise business. You will lead e-commerce performance and take full ownership of the end-to-end online retail operation, from product launch and retail campaigns through to fulfilment, customer experience and click & collect. This role sits at the centre of a fast-paced, event-led retail operation and requires a balance of commercial ownership, operational delivery and cross-functional collaboration. • Own the online store and drive commercial performance across revenue, conversion and customer value, • Build and deliver a trading plan aligned to key events (British Grand Prix, MotoGP, Silverstone Festival, CarFest and seasonal events including Christmas and Lap of Lights), • Manage product launches, pre-orders and event-driven product drops, • Manage discounts, promotions and access for partners, staff, SRC and Escapade, ensuring strong commercial control and return, • Continuously optimise the online experience to maximise sales and conversion, • Work closely with the Marketing partner to ensure retail and merchandise are fully represented across all channels, • Lead retail campaign planning, promotions and product launches, • Ensure strong SEO performance and onsite optimisation, • Provide clear briefs and direction to Marketing to support commercial objectives, • Maintain control of brand usage, messaging and product presentation across all retail touchpoints, • Ensure all activity meets Silverstone brand standards and protects brand integrity, • Manage online merchandising, homepage content, banners and promotions, • Support delivery of campaigns, • Use reporting and insight to improve performance and customer engagement, • Stay up to date with emerging technologies, including AI, to enhance e-commerce performance, customer experience and operational efficiency, • Own the full online order lifecycle from purchase through to dispatch, • Oversee picking, packing and shipping processes, • Work closely with warehouse and couriers to maintain service levels, • Hands-on involvement in fulfilment working alongside the warehouse team, • Set up and manage an express delivery service alongside the standard delivery options, • Lead the setup and ongoing delivery of click & collect, • Work alongside the Megastore Manager to set up and manage click & collect locations, • Ensure smooth integration between online and physical retail, • Continuously improve operational efficiency and customer experience, • Manage the online product catalogue (pricing, descriptions, imagery and stock availability), • Work closely with Buying and Marketing on launches and timelines, • Prepare and despatch all stock samples for photography, • Coordinate delivery of product imagery and content, • Ensure all content is optimised for SEO, conversion and brand consistency, • Own the end-to-end online customer journey, • Manage queries, returns and refunds efficiently, • Resolve customer service issues effectively, ensuring a positive outcome and protecting the Silverstone brand, • Identify trends and implement improvements to service and processes, • Work closely with internal stakeholders to produce regular reports on online sales performance, conversion rates, traffic and product performance, • Analyse data to identify trends, risks and opportunities, and provide clear, actionable insights to drive commercial decisions, • Monitor and report on the effectiveness of promotions, campaigns and event trading, • Utilise CRM data to support customer targeting, retention and engagement strategies, • Work with Marketing to develop and optimise customer journeys, segmentation and email marketing activity, • Ensure customer data is captured, maintained and used effectively to support growth., • Ensure compliance with UK distance selling regulations and consumer rights, • Maintain accurate terms and conditions, delivery and returns policies, • Liaise with Legal on brand protection activity, • Identify and elevate unauthorised use of the Silverstone brand, including by unlicensed third parties, • Support enforcement activity where required, • Ensure all communications and product presentation reflect brand standards, • Performance in this role will be measured against:, • Online Revenue Growth:, • Deliver agreed year-on-year online sales growth targets, • Improve and maintain website conversion rate performance through optimisation of the customer journey, • Ensure orders are dispatched within agreed timeframes (e.g. % dispatched within 24-48 hours), • Order Accuracy & Customer Experience:, • Maintain high levels of accuracy, service quality, and minimal customer complaints/returns, • Campaign & Promotion Performance:, • Deliver measurable results across event campaigns, promotions and digital activity, • Proven experience in e-commerce and digital marketing within retail, • Strong commercial mindset with ownership of sales performance, • Experience managing fulfilment and operational processes, • Ability to work cross-functionally with Marketing, Buying and Operations, • Strong organisational and problem-solving skills, • Comfortable in a fast-paced, event-driven environment, • Flexible working approach including weekends and peak events, • Willingness to be hands-on across all aspects of the role, • Willingness to support department event activity which can include extended hours and weekends. #J-18808-Ljbffr
