Omnichannel Project Manager

DeMellier; Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A luxury handbag retailer based in London seeks an Omnichannel Project Manager to oversee the technical and strategic aspects of their ecommerce operations. The role involves managing website development projects, enhancing customer journeys across channels, and ensuring performance optimization through various methodologies. Ideal candidates should have over 5 years of experience, particularly with Shopify, and possess strong project management and analytical skills. This position offers a hybrid work model and various employee benefits.

Benefits

Hybrid-working policy (1-2 days in the office)

Annual Leave package increasing with tenure

Enhanced maternity policy

Time for volunteer work annually

Employee Discount: 50% off stock

Free gift at successful probation

Qualifications

• 5+ years' experience in e-commerce project management.
• Strong understanding of Shopify architecture.
• Experience in conversion rate optimisation projects.

Responsibilities

• Manage website development and optimisation projects.
• Lead omnichannel initiatives across digital and physical channels.
• Monitor and optimise customer experience and performance metrics.

Skills

Shopify expertise

Advanced data analysis

Project management

Strong communication skills

Performance optimisation

Tools

Asana

Google Analytics

Excel

Job description

Overview

Our Story: We are a modern affordable luxury handbag brand, crafting timeless and elegant styles that are made to last. Founded with a vision to do things differently, we create handbags that empower women, are sustainably sourced and ethically made, and give back to those who need it most. These principles guide everything we do. We are committed to driving change, championing equality, and celebrating women. Through our permanent charity initiative, ‘A Bag, A Life’, every purchase funds lifesaving vaccines and medical treatments for children in need, in partnership with SOS Children’s Villages. To date, we have funded over 1,000,000 vaccines. Join us and be part of an award-winning, purpose-driven brand that fosters creativity, collaboration, and meaningful impact within the luxury industry.

Job Description

OMNICHANNEL PROJECT MANAGER

Reports to:

• Head of E-Commerce

As the Omnichannel Optimisation Manager, you will play a pivotal role in shaping the technical, analytical, and experiential backbone of our ecommerce and omnichannel operations. Working closely with the Head of E-Commerce and key stakeholders across the business, you will own and deliver the development and optimisation roadmap for our website and omnichannel capabilities.

This role will lead the delivery of new website features with a strong focus on performance optimisation, experimentation and A/B testing, and omnichannel initiatives such as Click & Collect and cross-channel customer journeys. You will be responsible for managing external development partners, ensuring technical enhancements align with trading and customer experience goals, and acting as a key technical and strategic partner to senior stakeholders.

Key Responsibilities

Website Development & Project Management

• Own and manage the technical development of new website features and functionality, prioritising initiatives in alignment with the Head of E-Commerce to enhance trading performance and the customer journey.

• Lead omnichannel projects pre- and post-store opening, ensuring a seamless experience across digital and physical touchpoints (including Click & Collect, returns, and cross-channel customer journeys).

• Manage the day-to-day running of projects, ensuring delivery on time, within scope, and within agreed budgets.

• Maintain clear project plans, timelines, and dependencies, providing regular and consistent status updates to stakeholders.

• Own project management and reporting tools (e.g. Asana), managing internal and external tickets, workflows, and communication.

• Act as the primary point of contact for external development partners, ensuring timely delivery of updates that support trading, campaigns, and site performance.

• Serve as the key stakeholder between UX/UI designers (in-house or external) and internal business teams, managing priorities and ensuring a seamless, conversion-focused customer experience.

• Own and manage the ecommerce and omnichannel technology stack, including budget responsibility for development and third-party tools.

Omnichannel Systems & Integrations

• Ensure seamless customer journeys across digital and physical channels, including Click & Collect, in-store and online returns, and cross-channel CRM experiences.

• Manage and oversee integrations between Shopify and key systems, to support business growth and scalability.

• Act as the technical point of contact for omnichannel systems and integrations, working with internal teams and external partners to deliver robust solutions.

• Identify and deliver opportunities to automate processes across ecommerce and omnichannel operations to improve efficiency and reduce manual effort.

• Monitor, troubleshoot, and optimise cross-system performance, resolving issues that may impact trading, customer experience, or data accuracy.

Performance Optimisation & Insights

• Own and drive UX experimentation and validation through user testing, journey mapping, CRO insights, and A/B testing.

• Define, monitor, and continuously improve key UX and ecommerce performance KPIs, including conversion rate, bounce rate, task success, and funnel performance.

• Take accountability for defining success metrics for all projects and experiments, ensuring outcomes are measurable and actionable.

• Own and maintain experimentation frameworks, from hypothesis creation and test design through to rollout and iteration.

• Lead post-launch optimisation and issue resolution, using data and insights to continuously improve performance and customer experience.

Collaboration & Coordination

• Maintain a strong working relationship with the Ecommerce Manager to ensure development and optimisation initiatives support trading objectives.

• Collaborate with cross-functional teams including Merchandising, Marketing, and Creative to ensure all development, automation, and optimisation projects align with broader business goals.

• Provide technical and optimisation expertise to ecommerce and marketing stakeholders, resolving issues that may impact trading or campaign delivery.

• Document processes for data analysis, automation, personalisation, website development, and current platform operations to enable effective collaboration and scalability across teams.

We are looking for:

• A Shopify expert with 5+ years’ experience managing website development projects, ideally within a fast-paced e-commerce or omnichannel environment.

• Strong understanding of Shopify architecture, including theme development, apps, integrations, and performance optimisation.

• Proven experience working with external development agencies, web developers, and UX/UI designers to deliver high-quality digital solutions.

• Strong project management skills, with experience using tools such as Asana.

• Advanced data analysis skills and knowledge of ecommerce reporting tools

• such as heatmaps, funnels, user journey mapping tools, Google Analytics, Looker

• Advanced Excel skills

• Advanced experience with AB testing tools and methodologies.

• Experience working on Conversion Rate Optimisation projects.

• Excellent communication and stakeholder management skills, able to work cross-functionally and influence at all levels.

• Highly organised, detail-oriented, and comfortable managing multiple priorities in a deadline-driven environment.

Benefits:

• Hybrid-working policy (1-2 days in the office)

• Annual Leave package increasing the longer you stay with us

• Enhanced company maternity policy

• Time given yearly to volunteer for a charity of your choice

• Employee Discount: 50% off Stock and up to 90% off Seasonal Sample Sales

• Free gift DeMellier bag on successful probation