This
position is ideal for someone with experience in online retail with a keen eye
and passion for design. We’re looking for someone with great attention to
detail, keen analytical and organizational skills and the ability to manage
multiple projects with a cool timely head. The role will cover both the
Kitkemp.com website and the Ham Yard Store. This position will drive commercial growth,
customer excellence and a seamless retail process from the online back end to
final delivery. Excellent leadership skills, commercial acumen and
entrepreneurial spirit are essential in this role.
This role
is based within the Kit Kemp Design Studio department, largely based in our
Brentford offices and our Design Studio based in South Kensington. Working
closely with the design team this is an exciting opportunity to build up an
already existing prestigious brand and team.
Key
Duties and Responsibilities
* Develop and implement comprehensive
e-commerce strategies and plans aligned with business objectives to drive
online sales growth.
* Manage, maintain, and update the
e-commerce platform, ensuring a seamless and user-friendly online shopping
experience for customers.
* Manage the visual content ensuring
consistency, inspiration and high quality entries.
* Monitor and analyse market trends,
customer behaviour, and competitor activities to identify opportunities for
improvement and drive business growth.
* Research and keep a keen interest
with the homes interior design and product market – noting key trends for each
season and each year, ensuring any new opportunities for aligning with new and
exclusive suppliers and makers are presented to the design team.
* Utilize industry best practices,
emerging technologies, and digital marketing techniques to optimize the
e-commerce website's performance.
* Analyse data, including web
analytics and customer insights, to identify areas for improvement and
implement strategies to enhance the customer experience and increase sales.
* Prepare regular reports on the
performance of the e-commerce platform and shop, including revenue against
budget, sales trends, customer behaviour, and campaign effectiveness.
* Full Profit
and Loss ownership of Shop Kit Kemp and management of all costs to support
growth of sales exceeding budget targets – includes all retail pricing mix, to
ensure this is inline, with a hands on, proactive and organized approach
* Manage customer service inquiries
promptly and effectively, ensuring high customer satisfaction and resolving
issues promptly.
* Monitor and respond to customer
feedback, reviews, and ratings to maintain a positive brand image and improve
customer satisfaction.
* Managing
and driving forward the logistics team, reviewing inventory management is in
place, along with assessing holding stock, ensuring top up orders are placed to
keep the stock at par level
* Ensuring
the monthly inventory audit is completed and matched with accounts team
* Managing
the E-commerce team and shop team – ensuring analysis is reviewed and adapted
to increase and optimise sales and the customer experience
* Tell
the Kit Kemp story across the website and team, demonstrating creativity,
consistency and an understanding of the Kit Kemp and Firmdale Hotels brands
* People
management; recruiting, training, leading and inspiring the retail team
* Understands
brand architecture, positioning, and storytelling, and can translate that into strategies that
boost market share, customer loyalty, and revenue.
* Bringing
fresh ideas, challenge assumptions, and help evolve your brand’s identity and
voice to stay ahead of trends.
* To
align branding initiatives directly with business goals — driving campaigns
that convert, optimizing brand equity for profitability, and identifying new
market opportunities.
* To
collaborate effectively across marketing, sales, product, and leadership to
ensure brand consistency and impact at every touchpoint.
Key
Skills and Values
* Commercial Awareness: Analytical mind
and familiarity with data analysis principles
* Experience: you are highly skilled in retail
management and especially within the high end online retail operating world.
* Writing: We need a strong copywriter, with an understanding of SEO, as well as
an ability to write to our house-style.
* Attention to Detail: You have meticulous attention to detail when it comes to grammar,
punctuation and formatting and a passion for getting this ‘just right’.
* Proactive Mind-set: You’re one step ahead when it
comes to updates, refreshing copy and images in line with seasonal events and
digital best practice.
* Communication: As well as an ability to explain ideas clearly and keep stakeholders
up-to-date, we value those who listen to the needs of colleagues and work well
with the team.
* Creativity: This is at the heart of what we do and sharing this value is important
to us. We’re looking for someone with a keen interest in Kit Kemp and design
who can pro-actively imagine new ways of telling our story.
* Research: You’ll be up-to-speed with industry trends and our key competitors to
ensure that we’re delivering forward-thinking ideas and offers.
* Passion: You’re determined to make an impact and will go above and beyond to
meet deadlines, Thrives
under pressure with impeccable skills in reporting and analysis across multiple
systems
* Time Management: Entrepreneurial spirit and
resilient, can do attitude with a laser focus on getting the job done with excellent organizing and leadership skills to meet deadlines
and preparing critical paths from production to product to online.
What we offer
* Health cash
plan (including contributions towards dental, optical, alternative
and complementary therapies)
* Discounted cinema tickets,
gym membership, travel, retailers and restaurants
* Referral bonus scheme for
recommending top talent
* Dry cleaning service for
work attire and discounted personal dry cleaning
* Enhanced holiday allowance
based on length of service
* Season ticket loan for
convenient commuting
* Ongoing training,
professional development, and fully funded English lessons
* Regular social events, team
activities, and fitness sessions
* Benefits like cycle to work
scheme and annual long service awards
* One allocated paid day per
year for volunteering work
* Exclusive discounts at
Design Hotels, staff sales, spa discounts, and product perks
* And much more!!
Why join Us?
Kit Kemp (MBE), a celebrated
British interior designer and co-founder of Firmdale Hotels, has garnered
numerous awards and accolades for her innovative design work. Here are some of
the most notable recognitions:
* Andrew Martin International
Interior Designer of the Year Award – Often referred to as the "Oscars
of the design world," Kit Kemp has received this prestigious award
for her distinctive style and impact on interior design.
* House & Garden Top 100
Interior Designers 2024 – Kit Kemp has regularly featured on
this list, recognising her as one of the most influential designers in the
industry.
* The Cateys – Best Hotel
Group (Firmdale Hotels) – Under Kit Kemp’s co-leadership,
Firmdale Hotels has won several awards at The Cateys, including the
coveted Best Hotel Group Award, highlighting the group's design-led approach
and high standards.
* Gold Key Awards for
Excellence in Hospitality Design – Kit Kemp has won multiple Gold Key
Awards for her outstanding hospitality design projects, including hotels
within the Firmdale portfolio.
* Homes & Gardens Designer
Awards –
Kit Kemp has been honoured for her contribution to British design,
specifically for her ability to combine vibrant colours, patterns, and
textures into inviting and imaginative interiors.
* Elle Decoration British
Design Awards –
Recognising her influence on British interior design, Kit Kemp has been
celebrated for her unique approach to blending modern and traditional
elements.
* Condé Nast Traveller
Readers’ Choice Awards – Several Firmdale Hotels, designed by Kit Kemp, have been
featured in this prestigious list, which reflects her excellence in
creating stunning, guest-focused hotel environments.
* Hospitality Design Awards – Many of Kit Kemp’s
hotel designs have received recognition at the global Hospitality Design
Awards for their originality, aesthetics, and comfort.
* Best British Brand (Firmdale
Hotels) –
Kit Kemp and her Firmdale Hotels have been awarded for their contribution
to luxury hospitality and British heritage.
These accolades reflect Kit
Kemp's visionary approach to design and her exceptional contributions to the
fields of interiors and hospitality.
Firmdale Hotels welcomes applicants from all
backgrounds and is committed to an inclusive workplace. Please let us know if
you need adjustments during the recruitment process.
In
line with the Asylum and Immigration Act 1996, we do require all applicants to
have the eligibility to live and work in the United Kingdom. Documentation will
be required at interview stage.