E-Commerce Manager London, England
Job description
We are seeking a skilled and highly-experienced in-house E-Commerce Manager to join our luxury assets company, and lead on the management and development of our overarching and rapidly evolving e-commerce plans.
Hackstons is one of London’s most trusted multi-asset brokers. Through our experience, experts, and partners we have helped private individuals build real wealth by owning some of the most illustrious timepieces, art pieces, luxury handbags, coins, wine, and whisky.
Through a process of education, we empower our clients to own inflation-beating assets and then help them to secure premium insurance and or storage.
We envision this will be a hybrid role, with at least three days a week in our central London office in the iconic Gherkin building. The other days can be worked from home remotely. This is so you can get to know the team and understand the ins and outs of the business and luxury asset ecosystem.
Benefits include early finish on Fridays, we close for the Christmas holidays and regular team trips. Our last few trips included visiting distilleries in Scotland, Thorpe Park and clay pigeon shooting.
The ideal candidate will be an expert and specialist in the digital retailing market, as well as having strong experience in the offline retail market, and how e-commerce strategies can improve key metrics such as footfall, revenue and most importantly customer experience. They will be incredibly adept at managing every aspect of our e-commerce function, and will also have proven experience working in luxury and tangible asset sectors within SMEs, in order to help us continue to expand our offering of luxury assets, such as whisky, timepieces and art to the public.
The successful applicant will be responsible for driving growth, maximising revenue and profitability, and building a truly world-class customer experience. All of which feeds into positively growing our traffic, sales, customer base and ultimately turnover.
Roles and Responsibilities:
- Develop and execute the e-commerce strategy: You will be responsible for developing and implementing the overall e-commerce strategy in line with the company's goals, objectives, and budget. This includes identifying new revenue opportunities, analysing market trends and consumer behaviour, and ensuring the e-commerce platform is fully optimised for conversion and user experience.
- Implementing and overseeing marketing strategies: Further to the e-commerce strategy, you will also be responsible for overseeing, implementing and developing various marketing strategies that will feed into and shape your approach to e-commerce within the business.
- Drive revenue and profitability: You will be responsible for delivering revenue and profitability targets through the e-commerce channel. This includes managing the product portfolio, pricing strategies, and promotions to maximise sales and margins.
- Manage the e-commerce platform: You will be responsible for managing the e-commerce platform and ensuring it is optimised for performance, user experience, and scalability. This includes overseeing website design and functionality, payment processing, order management, and logistics.
- Building and managing key relationships: You will be responsible for building and consolidating relationships that positively impact the business and business offering. Whether internal or external, it is important that you’re able to build incredibly strong relationships as part of your role.
- Stock management and order fulfilment: You will be responsible for managing stock, procurement processes and ensuring orders are fulfilled, on both the e-commerce site, as well as for the physical Hackstons store, all leading to providing the best customer experience possible. This will include identifying new and improved opportunities for stock procurement and fulfilment.
- Develop departmental and project-specific budgets: You will be responsible for developing budgets within your department, and project-specific budgets, as well as carrying out regular finance reviews to monitor spend and return on investment.
- Develop and manage testing strategies: You will be responsible for managing and developing testing strategies, including user and A/B testing, and will interpret this data to make data-driven decisions that benefit the business.
- Manage both online and physical store experiences: You will be responsible not just for the online e-commerce experience (stock, customer journey and experience, revenue etc.), but also the in-person store experience. As such you must have the experience that enables you to seamlessly transition between the two.
- Collaborate with internal stakeholders: You will work closely with other departments, including marketing, finance, and operations, to ensure that the e-commerce strategy aligns with the overall business strategy.
- Monitor and report on e-commerce performance: You will be responsible for monitoring and reporting on e-commerce performance, including sales, traffic, conversion rates, and customer acquisition costs. You will use this data to inform future decisions and identify opportunities for improvement.
- Oversee the launch of various new products: You will be responsible for leading and overseeing the launch of any new products and offerings within the brand, with strategic launches into new markets and sales avenues.
- Lead and develop the e-commerce team: Over time, you will be responsible for building and leading a high-performing e-commerce team as necessary for the business. This includes hiring, training, and mentoring staff to ensure they have the skills and resources needed to deliver against the e-commerce strategy.
Requirements:
- 10+ years of experience in a high-volume, e-commerce role, and a portfolio that showcases your skills and expertise in taking a business’s e-commerce function from strength to strength - both in terms of traffic and revenue - through your employ of core e-commerce strategies
- Strong experience within a sales and marketing role
- Experience working within the luxury and/or tangible asset investment sector, within SMEs. Experience in the whisky cask sector would be advantageous.
- Experience working with both online and offline e-commerce
- A commercially orientated B2C/D2C e-commerce leader with a proven track record in combining strategic thinking with exemplary execution skills
- Extensive experience in building and managing the key relationships that in turn leads to an increase in paid customers visiting the Hackstons site and e-commerce shop, as well as the physical shop space.
- Track record of embracing change and helping a business move forward
- Experience in sourcing and identifying stock procurement solutions that enable the Hackstons brand and e-commerce platform to flourish
- Knowledge of implementing digital marketing concepts such as PPC, SEO, social media, display and affiliate channels
- Experience working with CRM and CMS management platforms, particularly Hubspot CRM, Shopify, Webflow and Wordpress
- Highly adept with analytics and reporting tools including but not limited to Google Analytics, Google Search Console, Semrush and AHRefs
- Highly adept with email marketing platforms and tools, as well as A/B testing tools such as Google Optimize
- Strong leadership and communication skills that nurture stronger relationships and greater trust with your team, clients, and external partners/collaborators
- An unmatched ability to spot trends, and identify both digital and offline e-commerce opportunities that give the business a competitive edge
- Degree in Digital Marketing, E-Commerce or related field
- Exceptional grasp of the English language in both written and verbal form
- High proficiency in Excel, Word, PPT
- Ability to work in a fast-paced work environment with both short and long-term priorities along with changing daily demands
- Team-oriented approach with ability to take initiative, prioritise and manage multiple tasks simultaneously to meet stakeholder expectations and deadlines across multiple projects
- Customer Persona development is advantageous
- UX/UI experience is advantageous
If you're interested in this role please submit your CV.
PLEASE DO NOT CALL THE OFFICE.
Job Types: Full-time, Permanent
Benefits:
- Company events
Schedule:
- Monday to Friday
Ability to commute/relocate:
- London: reliably commute or plan to relocate before starting work (required)
Education:
- Bachelor's (preferred)
Experience:
- E-commerce: 10 years (preferred)
- Digital marketing: 5 years (preferred)
Work Location: In person
