Ecom/ Commercial Director

Jaded London; Greater London; On-site; GBP 70,000 - 80,000; Full time

Benefits offered by this job

50% Employee Discount

24 days holiday per year

Paid day off on birthday

Paid moving day per year

Hybrid Working Arrangement

Pension Scheme

Bonus Scheme

Employee Assistance Programme

£500 employee referral bonus

Local Business Discounts

Casual office dress code

Fully-stocked kitchens

Regular Office Social Events

Job summary

A growing eCommerce brand in Greater London is looking for a Head of eCommerce to lead demand management, visual merchandising, and customer retention strategies. With a focus on driving revenues and implementing best practices across the business, the ideal candidate will have 5+ years of digital retail experience, showcasing strong leadership and analytical skills. This role encompasses working closely with various teams to deliver profitable growth and optimize customer experience, with a vibrant corporate culture that includes hybrid working options.

Qualifications

• 5+ years of experience managing a digital retail/ecommerce P&L.
• Experience in cross-border fashion/apparel is a major plus.
• Great knowledge of demand creation through Social and Paid Media.

Responsibilities

• Own the demand side of the P&L.
• Lead eCommerce Trading and visual merchandising.
• Align Paid Media team for high-quality traffic.
• Deliver best practices in Customer Retention.
• Build collaboration between all functions in the business.

Skills

Leadership

Digital retail management

eCommerce expertise

Analytical skills

Creative visual merchandising

CRO methodology

Interpersonal skills

Tools

Shopify+

CRO tools

Paid Media platforms

Job description

DESCRIPTION

• Own the demand side of the P&L; in particular revenue and brand & marketing budgets / KPIs;
• Lead eCommerce Trading - all visual merchandising of your stores from products to signposting and engaging content that makes a sale today, including the analytical and CRO tools that will help us unlock greater insight to build hypothesis to test and generate incremental output on our KPIs;
• Lead Paid Media (Acquisition) team to align on activity, you need them to deliver high volume of high quality traffic to hit our objectives;
• Lead all Customer Retention tactics and deliver best practice in eCRM, Segmentation, Customer Insight, Loyalty / VIP, community programmes and other emerging channels;
• Set, monitor CPA/CaC and LTV by customer segment to deliver ‘profitable’ retention activity for Jaded London and establish KPIs for yourself/your team to work against;
• Build, deploy and sustain Trading / Demand collaboration between all functions in the business, resulting in the business having clarity on short to medium term tactics, objectives;
• Build a foundation to share more and better insight than our peer group / competitors with our 3rd party partners; make Jaded London famous with our partners at being the best at eCommerce.
• Support and Challenge the Technology team to design, develop and deploy the tools you need to deliver your objectives;
• Work closely with the Brand & broader Commercial / Sales teams and feed in tactical, irresistible offers / promotions into the Jaded London campaign calendar;
• Work closely with Commercial / Finance Analyst/s to unlock, Customer Insight (through deep segmentation), Marketing Insight, Business Insight which leads to optimisation of your activity;
• Hire, lead and coach a leading-edge team to help execute against goals;
• Provide expertise on current eCommerce industry best practice, with CRO, CpA & LTV focus;
• Keep up to date with eCommerce & CRO / Trading best practice of tomorrow through training, research etc;
• Positively impact and influence internal stakeholders and external partners;
• Effectively communicate and collaborate with Jaded London stakeholders;
• Uphold Jaded London’s PLAYBOOK;
• Think like a customer, all the time, every day.

Success in 6 months looks like:

• Jaded London is on track to deliver annual net revenues of £50m in 2024/25.
• Whole business has clarity on strategic / tactical plan for 2025/26

Success in 2 years looks like:

• Jaded London is on track to deliver >£70m annual net revenues
• USA has become the largest contributor to sales and we’re expanding into new markets outside USA & UK
• CpA : LTV increased by >50%
• Increase net revenues while reducing costs (and improving customer experience) all possible for the right candidate :-)

REQUIREMENTS

Experience:

• 5+ years’ experience managing / leading a digital retail / ecommerce P&L, with experience in cross border fashion / apparel a major plus;
• Full working / leading edge knowledge of demand creation through Social and Paid Media
• Full working / leading edge knowledge of CRO techniques;
• Full working / leading edge knowledge of CRM strategies and tactics to drive cLTV;
• Great knowledge of Shopify+ and common 3rd party applications (Nosto, etc).
• Global experience (USA, Europe)

Key Skills:

• Natural born leader, who feels at ease managing a team of head’s of departments
• Have great understanding of retail, e-commerce and marketing businesses
• You’re a ‘natural retailer’; obsessed with delivering your promise to customers
• CRO methodology is at the heart of everything you do
• Have a proven track record as a commercial individual, who understands brand and customer (shopper)
• Intellectual and emotional intelligence in balanced / equal measure
• Understand how to maximise output in conversion activity where a mix of skill / talent types is required (data analysis vs creative visual merchandising and UX are quite different approaches)
• Are a ‘subjective’ thinker in terms of ideas, following your instinct, but you’ll be used to using internal/external data to underpin your ideas with confidence
• You are independent and self-directed but able to work and lead a team of creative individuals
• Have superior analytical skills to track and manage performance
• Have excellent interpersonal skills and the ability to persuasively sell ideas
• A quick learner who can process lots of information and prioritise action
• Effectively navigate and collaborate cross-functionally
• Are an outcomes focused manager, with strong team orientation
• Are bullish about Jaded London and its potential

Successful People at Jaded are:

• Comfortable with being uncomfortable and up for regular change in tactics, actions and organisation
• Used to start-up / scale-up cultures, which are super fast paced and unpredictable
• Own it and make stuff happen
• DO EXTRA – Champions do extra!
• Think like a customer everyday.

BENEFITS

• 50% Employee Discount
• 24 days holiday per year (plus bank holidays)
• A paid day off on your birthday
• A paid moving day per year
• Hybrid Working Arrangements - 1 day per week WFH
• Pension Scheme
• Bonus Scheme
• Employee Assistance Programme for you and your family
• £500 employee referral bonus scheme
• Local Business Discounts (joe and the juice, cafés, fitness, beauty etc)
• North-West London office location directly located next to good transport links
• Casual office dress code (your style of dress is up to you, wear what you feel best in)
• Fully-stocked kitchens and fridges (hello endless brekkie and snack supply, see ya afternoon munchies)
• Regular Office Social Events (e.g. payday socials)