E-commerce & Insight Manager – Merchandise

Silverstone; Silverstone; On-site; GBP 45,000 - 65,000; Full time

Job summary

Silverstone is seeking a hands-on e-commerce leader to grow the online merchandise business. You will own the end-to-end online retail operation from product launches and campaigns through to fulfilment, customer experience and click & collect, working at the centre of a fast-paced, event-led retail calendar.

The role requires a strong commercial mindset, robust operational delivery, and the ability to collaborate with Marketing, Buying and Operations to maximise online revenue and brand

Qualifications

• Experience leading online store and e-commerce performance.
• Strong commercial mindset with ownership of sales.
• Experience managing fulfilment and operational processes.
• Ability to work cross-functionally with Marketing, Buying and Operations.
• Comfortable in a fast-paced, event-driven environment.

Responsibilities

• Own the online store and drive commercial performance across revenue, conversion and customer value.
• Build and deliver a trading plan aligned to key events (British Grand Prix, MotoGP, Silverstone Festival, CarFest and seasonal events including Christmas and Lap of Lights).
• Manage product launches, pre-orders and event-driven product drops.
• Oversee picking, packing and shipping processes.
• Lead the setup and ongoing delivery of click & collect.
• Manage online merchandising, homepage content, banners and promotions.
• Analyse data to identify trends and opportunities to drive commercial decisions.

Skills

E-commerce management

Digital marketing

Retail operations

Cross-functional collaboration

Problem solving

Fast-paced environment

Job description

Description

This is a high-impact, hands‑on role responsible for driving the growth of Silverstone’s online merchandise business. You will lead e-commerce performance and take full ownership of the end-to-end online retail operation, from product launch and retail campaigns through to fulfilment, customer experience and click & collect. This role sits at the centre of a fast-paced, event‑led retail operation and requires a balance of commercial ownership, operational delivery and cross‑functional collaboration.

Application Deadline: 25 September 2026

Department: Merchandise

Employment Type: Permanent - Full Time

Location: Silverstone

Reporting To: Head of Retail

Key Responsibilities

E-commerce Performance & Trading

• Own the online store and drive commercial performance across revenue, conversion and customer value
• Build and deliver a trading plan aligned to key events (British Grand Prix, MotoGP, Silverstone Festival, CarFest and seasonal events including Christmas and Lap of Lights)
• Manage product launches, pre‑orders and event‑driven product drops
• Manage discounts, promotions and access for partners, staff, SRC and Escapade, ensuring strong commercial control and return
• Continuously optimise the online experience to maximise sales and conversion

Marketing Alignment & Brand Ownership

• Work closely with the Marketing partner to ensure retail and merchandise are fully represented across all channels
• Lead retail campaign planning, promotions and product launches
• Ensure strong SEO performance and onsite optimisation
• Provide clear briefs and direction to Marketing to support commercial objectives
• Maintain control of brand usage, messaging and product presentation across all retail touchpoints
• Ensure all activity meets Silverstone brand standards and protects brand integrity

Digital & Onsite Marketing

• Manage online merchandising, homepage content, banners and promotions
• Support delivery of campaigns
• Use reporting and insight to improve performance and customer engagement
• Stay up to date with emerging technologies, including AI, to enhance e‑commerce performance, customer experience and operational efficiency

Fulfilment & Operations (Hands‑On)

• Own the full online order lifecycle from purchase through to dispatch
• Oversee picking, packing and shipping processes
• Work closely with warehouse and couriers to maintain service levels
• Hands‑on involvement in fulfilment working alongside the warehouse team
• Set up and manage an express delivery service alongside the standard delivery options

Click & Collect

• Lead the setup and ongoing delivery of click & collect
• Work alongside the Megastore Manager to set up and manage click & collect locations
• Ensure smooth integration between online and physical retail
• Continuously improve operational efficiency and customer experience

Product & Content Management

• Manage the online product catalogue (pricing, descriptions, imagery and stock availability)
• Work closely with Buying and Marketing on launches and timelines
• Prepare and despatch all stock samples for photography
• Coordinate delivery of product imagery and content
• Ensure all content is optimised for SEO, conversion and brand consistency

Customer Experience

• Own the end-to‑end online customer journey
• Manage queries, returns and refunds efficiently
• Resolve customer service issues effectively, ensuring a positive outcome and protecting the Silverstone brand
• Identify trends and implement improvements to service and processes

Reporting, Analytics & CRM

• Work closely with internal stakeholders to produce regular reports on online sales performance, conversion rates, traffic and product performance
• Analyse data to identify trends, risks and opportunities, and provide clear, actionable insights to drive commercial decisions
• Monitor and report on the effectiveness of promotions, campaigns and event trading
• Utilise CRM data to support customer targeting, retention and engagement strategies
• Work with Marketing to develop and optimise customer journeys, segmentation and email marketing activity
• Ensure customer data is captured, maintained and used effectively to support growth.

Compliance & Brand Protection

• Ensure compliance with UK distance selling regulations and consumer rights
• Maintain accurate terms and conditions, delivery and returns policies
• Liaise with Legal on brand protection activity
• Identify and escalation unauthorised use of the Silverstone brand, including by unlicensed third parties
• Support enforcement activity where required
• Ensure all communications and product presentation reflect brand standards

Key Performance Indicators (KPIs)

• Performance in this role will be measured against:
• Online Revenue Growth:
• Deliver agreed year-on-year online sales growth targets

Conversion Rate

• Improve and maintain website conversion rate performance through optimisation of the customer journey

Dispatch SLA

• Ensure orders are dispatched within agreed timeframes (e.g. % dispatched within 24–48 hours)
• Order Accuracy & Customer Experience:
• Maintain high levels of accuracy, service quality, and minimal customer complaints/returns
• Campaign & Promotion Performance:
• Deliver measurable results across event campaigns, promotions and digital activity

Skills, Knowledge and Expertise

• Proven experience in e‑commerce and digital marketing within retail
• Strong commercial mindset with ownership of sales performance
• Experience managing fulfilment and operational processes
• Ability to work cross‑functionally with Marketing, Buying and Operations
• Strong organisational and problem‑solving skills
• Comfortable in a fast‑paced, event‑driven environment

Additional Requirements

• Flexible working approach including weekends and peak events
• Willingness to be hands‑on across all aspects of the role
• Willingness to support department event activity which can include extended hours and weekends.