E-commerce & Insight Manager – Merchandise

Paddock; Silverstone; Remote; GBP 55.000 - 75.000; Vollzeit

Zusammenfassung

Silverstone is seeking an E-commerce & Insight Manager – Merchandise to own the online store, campaigns, and fulfilment across peak events. You will manage product launches, promotions, and the end-to-end customer journey, ensuring a seamless integration with physical retail and a strong brand presence.

This role combines commercial ownership with operational delivery in a fast-paced, event-led environment.

Qualifikationen

• 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.

Aufgaben

• Own the online store and drive commercial performance across revenue, conversion and customer value.
• Build and deliver a trading plan aligned to key events (Grand Prix, MotoGP, festivals).
• Manage product launches, pre-orders and event-driven drops.
• Oversee discounts, promotions and access for partners and staff with strong commercial control.
• Continuously optimise the online experience to maximise sales and conversion.
• Lead retail campaign planning, promotions and product launches with Marketing.
• Manage online merchandising, homepage content, banners and promotions; use insight to improve performance.
• Own the full online order lifecycle from purchase to dispatch and manage fulfilment.
• Lead click & collect setup and integration with physical retail.
• Manage online product catalogue, pricing, imagery and stock availability.
• Coordinate content creation and ensure SEO-friendly product content.
• Own the end-to-end online customer journey and resolve queries, returns and refunds.
• Produce regular reports on online sales performance, conversion, traffic and product performance.

Kenntnisse

E-commerce

Digital marketing

Commercial mindset

Fulfilment management

Cross-functional collaboration

Operations coordination

SEO & onsite optimization

Jobbeschreibung

# E-commerce & Insight Manager – MerchandiseSilverstoneSilverstone, United KingdomPosted 9 Oct 2026## About this roleThis 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.Key ResponsibilitiesKey ResponsibilitiesE-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 conversionMarketing 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 integrityDigital & 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 efficiencyFulfilment & 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 optionsClick & 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 experienceProduct & 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 consistencyCustomer 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 processesReporting, 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 escalate unauthorised use of the Silverstone brand, including by unlicensed third parties- Support enforcement activity where required- Ensure all communications and product presentation reflect brand standardsKey Performance Indicators (KPIs)- Performance in this role will be measured against:- Online Revenue Growth:- Deliver agreed year-on-year online sales growth targetsConversion Rate:- Improve and maintain website conversion rate performance through optimisation of the customer journeyDispatch 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 activitySkills, 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 environmentAdditional 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.