Customer Support Manager responsible for handling inquiries in E - Commerce. Ensuring high - quality service using CRM tools and collaboration with internal teams.
About the role
- Ecommerce Manager driving sales and managing the DTC trading channel for Rat & Boa. Leading ecommerce strategies while enhancing the customer experience and ensuring optimal stock levels.
Responsibilities
- Drive the ecom strategy together with the Digital team.
- Ownership of the DTC channel and responsible for hitting sales budgets across our 4 Shopify stores
- Budgeting and forecasting on an annual, monthly and weekly basis
- Collaborate with merch, ensuring optimal stock levels, forecasting product performance to determine buying volumes
- Report and analyse website performance and identify growth opportunities
- Manage daily operations on the Shopify stores, ensuring accurate and optimised product listing, trade-led VM and navigation
- Own the trading & marketing calendar together with the marketing team
- Collaborate with the wider digital team for promotional activities, collection launches, Email, performance marketing and influencer campaigns, etc.
- Lead all website enhancements and customer journeys to support conversion and AOV uplifts. Own CRO and customer experience roadmap, validating improvements with testing.
- Lead the international strategy and manage all aspects of localising websites
- Manage on-page SEO, ensure we have the optimal site structure and technical setup
- Act as the website brand guardian, ensuring a seamless brand experience at all times
Requirements
- Extensive experience in ecommerce trading and VM
- Experience in budgeting and forecasting
- Experience working within DTC fashion retail
- Commercially minded and highly numeric
- Experience delivering increased revenue and conversion rate through website optimisation and a\b testing.
- Experience with fashion DTC tech stack. Shopify Plus, Nosto, AB Tasty, Inventory Planner, GA4.
- Excellent reporting and presentation skills
- International experience, ideally in with the US
- Good understanding of creative needs and buying journeys within luxury fashion
- A self-starter with a problem-solving attitude
- Experience working with luxury fashion brands
- Experience growing an international fashion brand
- Launched localised websites, managing multiple languages
- Experience in using Looker Studio, Funnel,
Benefits
- 30 days annual leave (plus bank holidays and an additional 0.5 days on Christmas Eve & New Year's Eve)
- Medicash plan
- Employee Assistance Programme
- Pension Scheme
- Enhanced sick pay
- Enhanced parental pay
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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