Job Description
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.