Role Summary This dual role is responsible for the delivery of our direct ecommerce revenue, across our own website and marketplaces. The role also supports the management of our stock, ensuring on time delivery to our warehouses and partners. The role manages core relationships with suppliers to ensure we deliver on our customer promise. Role Details · Ecommerce – The management of our Shopify website, ensuring the website is legally compliant and delivers our direct revenue goals. The role collaborates with the Marketing team to ensure the right level of traffic is delivered and the website tells the brand story. Actively owns the trading calendar to deliver the revenue and completes the weekly trading reporting and plan. · Drop Ship – Supports the setup of drop ship and marketplace models, also responsible for the revenue these produce as an ecommerce channel. · 3PL Management – The management of our 3PL ensuring that they deliver the set KPIs (pick&pack, accuracy, OTIF etc). Ensuring that all processes are in place to best deliver our sales objectives whilst keeping stock levels at a suitable level balanced with cash flow needs. Working to ensure the Operations team, Customer Service and Warehouse team operate as a single function with a focus on the Customer. Hosts monthly review meeting with 3PL. Manage internal warehouse. · Physical Stock Management – Works closely with Product and Licensing team to understand the product roadmap, works with suppliers for the on time and in full delivery of orders and is responsible for the stock holding in all locations. The Operations team raise PO’s are ensure the wider business is aware of key timelines e.g. stock delays etc. Ensures that we’re optimising our stock holding. A focus across Order to Stock to Cash conversion efficiency. · Merchandising – The role provides support across the business in stock planning forecasting and replenishment, taking inputs from the National Account Manager (NAM), Ecommerce team and other stakeholders to form the buys. A focus to always in stock lines in our single stock pool to maximise revenue. · Customer Service – Responsible for the delivery of customer service using Gorgias, working to deliver an accurate and fast service with a focus on NPS, speed of response and avoidable contact reduction. · Reporting – Provides weekly, monthly and annual reporting on performance, stock, warehouse and customer service performance with a focus on continuous improvement and action based reporting. Supports annual planning cycle. · Finance – Works with Finance Manager to ensure IOSS, tax compliance and the raising of relevant POs and Invoicing. Works with the Product and Finance teams with a focus on driving savings, reducing costs and increasing margin through negotiations with suppliers. Owns the Operations and Ecommerce team budgets. · Cards – Works closely with the NAM and card supplier to ensure on time delivery. · Customer Operations – Works closely with the NAM, to deal with operational elements of retail and wholesale account management. Works with the NAM on the strategy for Faire, managing uploads and Shopify B2B/direct order processing. · Claims – Works to protect the bottom line of the business by raising relevant claims (directly/in-directly) with couriers and with suppliers for damaged stock etc. · Relationships - Building strong relationships with partners, couriers and suppliers to ensure we are maximising our position to drive customer improvements. · Retail – Supports with retail pop-ups to ensure they are activated and delight our customers. · Projects – Supports on a range of projects as and when required e.g. packaging, warehouse movements, pop-ups, ERP implementation etc. · Team management – Manages the entire employee lifecycle for the Ecommerce and Operations teams driving high performance. Manages and updates team details in the HR system. · Other activities as appropriate from time to time, related to the level of this role. Needs to be / Needs to have · Experience of managing an ecommerce website delivering £5M · Management experience of suppliers such as 3PL driving performance and improvement. · A team player, able to flex and collaborate across a wider stakeholder group · Team management experience; recruitment, reviews, life cycle activities · A deep understanding of operational and ecommerce systems such as ecommerce platforms, integrations, WMS, OMS etc. · Project management experience including cut-over plans and board packs Role measures · Delivering the growing ecommerce sales line, targets set annually. A focus on driving up CVR, ABS and AOV to delivery exceptional growth. · Management of stock levels to agreed levels · Delivery of KPIs across Operations, Customer Service and 3PL.