Ecommerce Manager

Department: Ecommerce
Reports to: Director
Direct report: Ecommerce Executive
Works closely with: Marketing Manager, Creative Manager, Customer Relations Manager

Role purpose:

The Ecommerce Manager is responsible for the performance, development and day-to-day effectiveness of our ecommerce websites.

The role owns the online customer journey from a commercial and technical perspective, identifying and delivering improvements that increase conversion, improve customer experience and support profitable online sales growth.

Working closely with Marketing, Creative and Customer Service, the Ecommerce Manager will turn customer insight, trading data and business requirements into improvements across the websites. They will also manage the Ecommerce Executive, providing direction and ensuring the day-to-day merchandising and administration of the site supports wider ecommerce objectives.

This is an in-office, hands-on role combining ecommerce trading, UX/UI, website development and optimisation.

Key responsibilities

• Own ecommerce performance and identify opportunities to improve conversion rate, revenue, average order value and customer experience. Analyse the sales funnel and customer behaviour to identify friction, opportunities and priorities. Develop and maintain an ecommerce improvement roadmap, and assess the commercial impact of changes after launch.
• Own the development and continuous improvement of the ecommerce websites, translating commercial and customer requirements into clear development briefs. Manage website builds, enhancements, integrations and technical projects, coordinating internally and with external developers/agencies where required. Oversee testing and UAT before releases and maintain a structured development backlog.
• Take ownership of the end-to-end online customer experience across desktop and mobile. Identify and resolve pain points throughout browsing, product discovery, basket and checkout. Use customer feedback, behavioural data and testing to inform improvements, working particularly closely with Customer Service to turn recurring customer issues into website improvements.

• Develop a structured conversion rate programme covering product pages, category pages, navigation, search, basket and checkout. Form hypotheses, implement tests and measure results rather than relying solely on design decisions.
• Work with the Ecommerce Executive to ensure products, promotions, merchandising and content are presented effectively online. Coordinate online launches and promotional activity with Marketing and Creative and ensure discount codes, promotions and checkout functionality operate correctly.
• Act as the internal owner for the ecommerce platform and its key integrations. Manage domains and other ecommerce-related technical administration. Troubleshoot issues and coordinate resolution with developers and third-party suppliers, maintaining appropriate documentation and processes around important website functionality.
• Manage, support and develop the Ecommerce Executive. Set priorities and objectives, provide regular feedback and help develop their ecommerce and technical capabilities. Establish clear ownership between strategic/development work and day-to-day ecommerce operations.
• Partner with the Marketing Manager on traffic, campaigns and ecommerce performance; the Head of Creative on website assets and design requirements; and Customer Service on feedback and recurring customer issues. Ensure ecommerce requirements are clearly communicated and projects have appropriate commercial, creative and customer input.

Skills and experience

The successful candidate should have strong ecommerce experience with a track record of improving website performance and customer journeys. They should be commercially minded but technically confident enough to work effectively with developers and digital platforms.

Experience with ecommerce CMS/platform administration, web analytics, CRO and UX principles, website development projects, testing/UAT, promotions and checkout processes would all be valuable. They should also be comfortable interpreting ecommerce data and translating it into practical actions.

The role needs someone who can move comfortably between strategic thinking and hands-on problem solving: one moment reviewing conversion data, the next writing a development brief or investigating a checkout issue.

Previous line-management experience would be desirable, along with strong project management.

Benefits of working for Pets Corner:

• 20 days paid holiday, and 8 bank holidays.
• Workplace Pension
• Company funded events
• Staff discount up to 35%
• Electric Car Salary Sacrifice Scheme