E-Commerce Manager (Retention & Customer Experience)
This is a newly created role in a growing FMCG brand that genuinely cares about its customers, its product, and the experience it creates every day.
The business already has a loyal following and a strong subscription model. But growth brings a challenge: how do you scale without losing what made people love you in the first place?
That’s where this role comes in.
The Role
This isn’t a typical e-commerce role focused purely on trading calendars and quick wins.
It’s about what happens after the first purchase.
It’s about why people come back.
And how you make them want to.
As E-Commerce Manager, you’ll shape the experience customers have once they’re in, from their first order through to becoming regulars, subscribers, and genuine fans of the brand.
You’ll be thinking about the small details most people miss.
How an email feels when it lands.
Whether the tone sounds like a real person.
What might quietly frustrate someone, and how to fix it before they even notice.
You’ll have the space to take ownership, try things, and improve constantly, working closely with founders and a small team who care deeply about doing things properly.
What We’re Looking For
* Someone who naturally puts themselves in the customer’s shoes
* A person who cares about how things feel, not just how they perform
* Clear, human communication — you write like a person, not a brand guideline
* Comfortable working independently and taking real ownership of your area
* Happy being part of a small, collaborative team where everyone gets stuck in
* Curious, thoughtful, and always looking for ways to improve things
* Experience with e-commerce and/or CRM tools (Shopify, Klaviyo, etc.), but you don’t hide behind jargon
* Someone who understands how much their attitude and approach matter in a growing business
To apply directly, please send a copy of your CV to eadie@signaturecm.co.uk or alternatively, click 'Apply'.
Whilst we will always endeavour to respond to you, due to the high levels of applications we receive, this isn’t always possible. If you are not contacted within 3 working days, unfortunately, you haven't been shortlisted for this role.
Please note Signature Career Management is acting as an employment agency.