Head of eCommerce – (15 month FTC - Maternity Cover)
Location: Old Trafford Stadium
At Manchester United, we believe that excellence on the pitch starts with excellence off the pitch. Our team thrives in a high-performance environment, united by a shared passion for success. We aim to elevate the standard of performance through collaboration and continuous growth, creating a space where everyone can contribute their best to our common goals.
We work together at our iconic Manchester United offices, enabling connection and innovation as we look ahead to what we can achieve as a global football club. We are excited to bring in passionate people who share our vision and drive for success.
The Role:
The club is seeking a dynamic and results-oriented Head of Ecommerce to lead and drive the growth of our online retail business as maternity leave cover, this is a pivotal role responsible for implementing the overall ecommerce strategy, maximising online revenue, enhancing the fan experience across our digital platforms, and ensuring a seamless and engaging online shopping journey. The Head of Ecommerce will be a key member of the Commercial team, working closely with Marketing, Retail Operations, Product Development, and Technology to deliver ambitious commercial targets.
Key Responsibilities:
Ecommerce Strategy & Growth
1. Execute the club’s 3-year ecommerce strategy, aligning with wider commercial objectives
2. Monitor and drive performance across key KPIs including revenue, conversion rate, AOV, CAC, CLV, and fan satisfaction
3. Manage the ecommerce budget, ensuring effective resource allocation and strong ROI
4. Identify and evaluate new ecommerce opportunities, technologies, and market trends to support innovation and growth
Commercial Trading & Performance
5. Lead and develop a high-performing ecommerce trading team, embedding a culture of data-driven “daily trading excellence”
6. Plan and manage the digital trading calendar, including promotions, campaigns, and seasonal sales
7. Ensure strong cross-functional alignment with Merchandising and Marketing to maximise product availability and sell-through
8. Own end-to-end ecommerce P&L, optimising pricing, promotions, and markdown strategies to protect margin
9. Analyse daily site performance (CR, AOV, RPV) and implement tactical actions to improve results
10. Lead peak trading events (e.g. Black Friday, kit launches), ensuring site stability and maximum commercial performance
11. Oversee high-quality product listings, including imagery, descriptions, and accurate product information
12. Drive weekly trading reviews, providing senior stakeholders with clear insights, risks, and mitigation plans
13. Use data-led merchandising techniques such as cross-selling and upselling to maximise revenue
Platform Management & Optimisation
14. Oversee the day-to-day management and optimisation of the ecommerce platform
15. Ensure best-in-class website usability, performance, and security
16. Collaborate with Product and Technology teams on platform enhancements and integrations
17. Improve site navigation, search, and filtering to enhance the customer journey
18. Support delivery of the ecommerce development roadmap aligned to business goals
Digital Marketing & Customer Acquisition
19. Partner with Marketing to deliver effective digital campaigns across SEO, paid media, social, and email
20. Optimise marketing performance through data analysis and ROI tracking
21. Develop strategies to reduce customer acquisition costs and increase lifetime value
Customer Experience & Retention
22. Champion a customer-first approach across the online shopping journey
23. Work closely with Customer Service to ensure a seamless support experience
24. Develop retention and loyalty initiatives to drive repeat purchases
25. Analyse customer feedback to continuously improve the ecommerce experience
Data, Insights & Reporting
26. Use analytics and sales data to track performance, identify trends, and generate actionable insights
27. Produce regular performance reports for senior leadership
28. Leverage data to inform strategic decisions and optimise ecommerce operations
Leadership & Team Development
29. Build, lead, and mentor a high-performing ecommerce team
30. Set clear objectives and provide ongoing coaching and development opportunities
31. Foster a collaborative, results-driven team culture
Cross-Functional Collaboration
32. Work closely with Retail Operations to ensure alignment between online and in-store activity
33. Partner with Product Development to share insights on customer demand and product performance
34. Collaborate with Marketing on brand campaigns and promotions
35. Liaise with Technology teams on platform development and maintenance
The Person:
Qualifications & Experience
36. Proven track record of successfully leading and scaling an ecommerce function within apparel, fashion, or sports sectors
37. Significant experience (typically 5+ years) in a senior ecommerce role, with demonstrable expertise across strategy, platform management, digital marketing, customer experience, and full P&L ownership
38. Strong experience managing ecommerce trading teams within a high-growth, multi-currency retail environment
39. Demonstrated ability to identify and capitalise on revenue opportunities (“trading the gap”) when categories or territories underperform
40. Advanced understanding of on-site optimisation and how to leverage site architecture to drive commercial performance
41. Expertise in analytics platforms (e.g. GA4, Contentsquare) with the ability to translate data into actionable trading insights
42. Deep knowledge of ecommerce best practices, technologies, and emerging trends
43. Strong analytical mindset with a data-driven approach to decision-making
44. Experience working with ecommerce platforms and associated tools (e.g. analytics, CRM systems, email marketing platforms)
45. Excellent leadership, communication, and stakeholder management skills, with the ability to influence cross-functional teams
46. Strong commercial and financial acumen, including experience managing stock, margins, and budgets
47. A passion for football and an understanding of the global fanbase is highly desirable
Personal Attributes
48. Highly motivated, proactive, and quick to adapt, drawing on experience to deliver results at pace
49. Strong problem-solving and decision-making skills, with a solutions-focused mindset
50. Collaborative team player who builds strong relationships and actively partners across functions
51. Comfortable operating in a fast-paced, dynamic, and often unpredictable trading environment
52. Strategic thinker with a strong bias for action and delivery
53. Data-led in approach, using insights, analytics, and benchmarks to inform decisions
What You’ll Get
54. The opportunity to lead ecommerce for one of the world’s most iconic football clubs and global brands
55. Ownership of a high-growth, strategically important business unit with a global reach
56. Leadership of a talented and ambitious team, with exposure across multiple areas of the club
57. A challenging and rewarding role with real impact on commercial performance
58. A dynamic, collaborative, and fast-paced working environment
Our Values:
Badge – Earn the badge, every day. Respect our history and heritage. Be best in class and deliver to the standards expected of Manchester United. No one is bigger than the club.
Bravery – Be bold, be brave, and take calculated risks. Do things differently and innovate. Lead by example and do what’s right for the club, even when it’s hard.
Spirit – Embody the spirit of Manchester United. Show strength of character, act with passion, and fight back, no matter what.
What We Offer:
At Manchester United, we recognise that our people are at the heart of our success. That’s why we offer a range of rewards designed to support your professional and personal well-being:
59. Annual Incentive Scheme to reward your dedication and hard work
60. 25 days annual leave (plus bank holidays) and an opportunity to purchase additional holiday days
61. Electric Vehicle scheme via Octopus and cycle to work scheme
62. Wellness Support with access to mental health resources, digital health checks, and & nutritionists through Aviva Digicare+ Workplace
63. Exclusive Discounts through our United Rewards platform, giving you access to exclusive deals from the club and partners
64. Gym Facilities in our onsite locations and opportunities for regular social events and team-building activities
65. Enhanced family Leave Benefits and policies
66. Enhanced Career Development with access to professional learning platforms like LinkedIn Learning, and internal training programs
67. A Supportive Work Environment that values diversity, equity and inclusion, and individual growth