Head of Ecommerce

The Head of Ecommerce owns the Numeris customer experience from the moment someone lands on our website or app to the moment their order arrives and beyond. You will lead the website, app, customer service, loyalty and fulfilment, making sure every part of the journey is easy, reliable and on-brand. You will work alongside the Head of Trading, who owns paid media and CRM, so together we attract customers and give them a reason to come back.

• Role:
  Head of Ecommerce
• Reports to:
  
  Chief Commercial Officer
• Contract:
  
  Full-time, permanent
• Salary:
  Up to £65,000 + 25% bonus potential

This is a hands-on leadership role. You will set the direction for our ecommerce experience and also be close enough to the detail to spot a clunky checkout step, a slipping delivery promise or a rising complaint trend before it costs us customers.

• Own the Numeris website and app, setting the roadmap for new features, improvements and fixes.
• Manage the Shopify theme and app stack, working with developers and agencies to keep the site fast, stable and secure.
• Lead the app's development and performance, growing downloads, active users and app revenue.
• Make sure the site and app are fully ready and tested before launches and peak periods such as Black Friday and Christmas.

• Lead web design so the site and app look on-brand and work beautifully on every device.
• Improve the user experience across browsing, search, product pages, basket and checkout, using analytics, user testing and A/B tests.
• Own conversion rate and drive a continuous programme of tests that make it easier for customers to buy.
• Own how products are presented online: homepage, landing pages, category layouts, product imagery and on-site campaigns.
• Work with the Head of Trading so visual merchandising supports the trading calendar and puts priority products front and centre.
• Set and maintain standards for product photography, copy and page content.

• Own the loyalty programme, from its structure and rewards to how it shows up on the website and app.
• Work with the CRM team so loyalty members get the right messages at the right time.
• Grow loyalty membership and the share of revenue coming from members.
• Lead the customer service team, setting standards for response times, tone and resolution.
• Use customer contacts, reviews and returns reasons to find and fix problems across the site, products and delivery.
• Manage customer service tools and channels, such as email, live chat and social messaging.

• Be the main link with the warehouse on inbound and outbound.
• Inbound: work with the warehouse and the Head of Trading so new stock is booked in, checked and live on site on time.
• Outbound: own delivery performance, including dispatch times, delivery options, courier performance and returns.
• Track fulfilment KPIs and resolve issues quickly so customers get what they ordered, when we promised.

• Lead, coach and grow the ecommerce, customer service and design team, including the Ecommerce Executive.
• Report on website, app, customer and fulfilment performance to the Chief Commercial Officer, with clear recommendations.
• Manage budgets for agencies, developers, apps and customer service tools.

• 4+ years in ecommerce, including at least 2 years leading a team.
• A track record of improving conversion rate and customer experience on a live online store.
• Strong Shopify experience, including themes, apps and working with developers or agencies.
• A good eye for design and a solid grasp of UX principles.
• Experience leading or working closely with customer service teams.
• Understanding of ecommerce fulfilment, including warehouse operations, couriers and returns.
• Confident with data: GA4, Excel or Google Sheets, and turning insight into action.
• Clear communicator who can bring trading, marketing, warehouse and agency partners along.
• Experience launching or growing an ecommerce app.
• Experience running a loyalty programme, for example on Smile, Loyalty Lion or Yotpo.
• Familiarity with customer service platforms such as Gorgias, Zendesk.
• Experience with A/B testing and user research tools such as Hotjar.
• Basic knowledge of Shopify Liquid, HTML or CSS.

In your first 12 months, success means a faster, easier and more reliable customer experience that turns more visitors into loyal customers.

Within 90 days you will have audited the website, app and customer journey, reviewed fulfilment and customer service…