Head Of E-Commerce

We are seeking a visionary, results-driven Head of Online & Ecommerce to drive TSHEPO's digital transformation.

The ideal candidate is a strategic thinker with a passion for growing online sales and improving customer experiences.

You will be responsible for developing and executing strategies that optimize the digital customer journey, manage external partnerships, and lead a high-performing e-commerce team. This role demands strong leadership, innovative thinking, and the ability to collaborate across functions to ensure the success of TSHEPO's e-commerce operations.

Responsibilities

1. Lead the development and execution of strategies to grow online sales, improving conversion rates, average order value (AOV), and customer lifetime value (CLV).
2. Track KPIs and identify opportunities to optimise digital channels, ensuring revenue growth.
3. Develop strategies for upselling, cross-selling, and improving customer retention.
4. Website & User Experience Management: Oversee the functionality of the TSHEPO online store, ensuring site speed, mobile responsiveness, and user-friendly navigation.
5. Work with external developers to implement website updates, bug fixes, and UX / UI enhancements.
6. Manage site merchandising to ensure product pages are visually appealing, informative, and optimised for conversions.
7. Marketing & Performance Analytics: Collaborate with the marketing team to optimise digital marketing campaigns across SEO, PPC, social media, and email.
8. Use analytics tools like Google Analytics, Shopify backend, and CRM systems to track user behaviour and performance.
9. Provide data-driven insights to refine digital marketing strategies and improve online campaign performance.
10. Customer Experience & Retention: Ensure a seamless customer journey from first touchpoint to checkout and post-purchase engagement.
11. Collaborate with customer service teams to improve support and resolve issues efficiently.
12. Implement customer retention strategies such as loyalty programs, email flows, and personalized product recommendations.
13. Cross-Functional Collaboration & Leadership: Work closely with teams across marketing, branding, logistics, and finance to ensure alignment across digital touchpoints.
14. Manage relationships with external partners, including developers, digital marketing agencies, and performance marketing specialists.
15. Lead, mentor, and develop internal team members, fostering a collaborative environment that drives results.

Experience

1. Proven Track Record in E-commerce: Experience in scaling online stores, improving conversion rates, and driving revenue growth.
2. Leadership Experience: Experience in managing and leading cross-functional teams and external partnerships.
3. Digital Marketing Expertise: Deep understanding of SEO, paid advertising (PPC), email marketing, and CRM strategies.
4. Customer-Focused: Ability to enhance the customer experience and drive retention strategies.
5. Project Management: Proven ability to oversee multiple projects, ensuring alignment with business objectives.

Qualifications

1. A degree in a relevant field, such as Business Administration, Marketing, E-commerce, or Digital Marketing.
2. Further certifications in digital marketing or e-commerce platforms (e.g., Google Analytics, Shopify certifications) are a plus.