Ecommerce Manager in Chelsea

JOB DESCRIPTION

Starting date - Mid November

Location: London Chelsea – On site 4 days minimum

Department: Ecommerce

Position Reports to: Head of Ecommerce and Digital

Direct Reports: Customer Service & Jewellery Concierge and Ecommerce assistant.

About Annoushka

Annoushka Ducas MBE is one of the country’s leading jewellery designers who since 2009 has founded and run her eponymous jewellery company – Annoushka.

Annoushka is passionate about design and jewels. Her finely crafted jewellery is full of colour, detail and narrative, and is designed to play an integral part in the expression of personal identity for the wearer.

Personal Attributes We Value

Genuine, Warm, Curious, Appreciation of Style, Humour, Thoughtful, Trustworthy, Responsible, Knowledgeable, Passionate, Flexible and Enterprising.

Role Overview

We are looking for a talented Ecommerce Manager to join our digital team. You'll be playing a pivotal role in shaping the digital strategy, driving online sales growth and ensuring our customers enjoy a flawless, elevated shopping experience. This is a unique opportunity for a results-driven, tech-savvy professional with a background in luxury e-commerce.

Key Responsibilities

• Trading, Reporting & Analytics
• Monitor trading KPIs and web analytics on a daily basis, highlighting opportunities to improve KPIS (drive conversion, increase AOV and increase revenue).
• Manage the ecommerce budget, expenses and invoices, to ensure business needs are met.
• Conduct detailed product, category and assortment analysis and make strategic recommendations to drive sale growth.
• Review promotional performance.
• Produce and circulate weekly and monthly reports to the stakeholders, continually highlighting clear actions to improve performance against targets.
• Monitor competitor activities and marketing strategies and trends to identify new business opportunities.
• Track and report on conversion rate changes following new initiatives (e.g., website redesign, new product launches, promotions).
• Present actionable insights and recommendations based on data, including strategies for increasing sales, improving site performance, or enhancing customer satisfaction.

• Website Management & Optimisation
• Manage the day-to-day operational running of the website and concessions, ensuring a smooth and elevated customer journey across all touch points.
• Shape and manage the development roadmap.

o Manage our 3rd party suppliers responsible for site development (web agency) and ongoing projects.

• Responsible for the JIRA tickets and relevant prioritization.

o Manage our SEO strategy, ensure we have the optimal site structure and technical setup to ensure continuous growth.

• Optimise visual merchandising rules for product recommendations, tracking best sellers and slow movers and merchandise accordingly.
• Maintain site search ensuring the tool is fully functioning and optimised.
• Debug of all work including AB tests were necessary.
• Responsible for cross-browse and multi device testing of all work.
• Monitor ecommerce performance, such as page load times and checkout functionality, ensuring no technical barriers prevent customers from completing their orders.

• Customer service and Online operations:
• Deliver the best in class in Customer Service, overseeing and supporting the Customer service and fulfilment team from an operational and technical point of view to ensure they exceed standards.
• Liaise with the external logistics partners and escalating issues until resolved.
• Using payment gateway platforms on a regular basis in order to flag and resolve potential issues as well as aid the Customer Service & Jewellery concierge when necessary.
• Analyse trends in customer complaints or inquiries to identify areas for website improvement, product refinement, or policy updates.

• Campaign planning and management:
• Work with cross-functional teams (marketing, product, creative, social media) to ensure that campaigns are cohesive across all channels, including the ecommerce site, email marketing, social media, and paid advertising.
• Oversee the execution of all ecommerce-specific marketing campaigns, including seasonal promotions, flash sales, email newsletters, and product launches.
• Ensure that all campaign elements (e.g., product discounts, banner ads, landing pages, CTAs) are properly implemented and tested for functionality before going live.
• Implement new site widgets and elements from within Magento II, upselling, and cross-selling strategies during campaigns to increase cart value and overall sales.

Qualifications

• Education: Preferably degree in Marketing, Business, Communications, or a related field.
• Experience: 5+ years of experience in ecommerce management, with proven record of online growth for a luxury brand.

• Essential Skills:
• Data-driven
• Outstanding attention to detail
• Tech-savvy
• Results oriented
• Strive for excellence
• Adaptable
• Customer focused
• Project management skills
• Commercially minded
• Problem solving
• Innovative mindset
• Creative

· Preferred Experience and knowledge:

o GA4

o Ecom and CMS platforms (Magento preferrable)

o Product Information Management (PIM)

o Hotjar

o Inventory management

o Project management tools like Asana or Trello

o Good understanding of UX design and best practises

o Basic Html & CSS knowledge

o Good Microsfot Excel knowledge

o Zendesk

o PowerBI