Job Description
My client, a prestigious luxury brand, is seeking a dynamic and experienced E-Commerce Director to lead and expand their e-commerce business while supporting OmniChannel initiatives across Europe. In this key role, you will spearhead innovative strategies to enhance user experience, drive online sales, and accelerate business growth, all while upholding the brand integrity. The successful candidate will be an inspiring leader, skilled at managing and guiding a multidisciplinary team of 25 professionals specialising in E-commerce, Sales, and Customer Service
Key Responsibilities:
E-Commerce Strategy & Execution
- Collaborate with European, local, and central teams to define and implement the online marketing strategy for Europe.
- Drive continuous improvements in user experience across multiple regional sites (UK, Germany, Italy, France, Spain, and internationally), aiming to boost digital penetration and sales.
- Own and oversee the e-commerce revenue line, developing strategies across all business levers.
- Identify emerging digital trends, implementing innovative solutions to replicate the boutique luxury shopping experience online.
- Develop client service strategies, focusing on consumer engagement, acquisition, and promotional activities.
- Partner with the Marketing team to execute promotional calendars, ensuring momentum is built during non-peak months.
- Measure and analyse the effectiveness of online marketing campaigns and initiatives, using data-driven insights to optimise performance.
- Review design and content solutions, providing strategic direction for continuous improvements in site functionality and customer experience.
- Ensure best practices for website policies, procedures, and operations, in collaboration with the central team.
- Lead improvements in payment gateways, fraud protection, and other e-commerce processes.
Innovation & Technology
- Champion new technologies and projects that enhance customer experience and operational efficiency.
- Organise training and workshops to equip teams with the latest tools and insights, ensuring a culture of continuous learning.
- Research industry trends and competitors, analysing customer behaviour to identify new opportunities and best practices.
- Collaborate with the Digital Production team in Italy to ensure flawless execution of product launches and web content strategies.
Leadership & Team Management
- Lead and develop the European Digital Client Advisor Sales team and the Assistant team (approximately 20 people).
- Manage and guide the European E-Commerce team (5 people), fostering a collaborative and results-driven environment.
- Oversee customer service KPIs, ensuring high levels of performance, quality assurance, and service delivery.
- Collaborate with the CRM team to drive online customer initiatives that enhance client development and loyalty.
Qualifications & Skills:
- Previous experience in luxury fashion, retail, or lifestyle brands is preferred.
- A solid understanding of digital marketing, e-commerce platforms, and user experience optimisation.
- Strong people management skills with the ability to inspire, lead, and develop cross-functional teams.
- Previous product sales experience.
- Exceptional organisational skills with the capacity to manage multiple projects and deadlines simultaneously.
- Strong sense of accountability, self-motivation, and the ability to work independently in a fast-paced environment.
- Advanced analytical skills (including expertise in Excel), with the ability to interpret data, derive insights, and implement data-driven strategies.
- Comfortable working in environments with limited resources, both human and capital.
- Proficiency in Italian or French is a plus.
Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.
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