Gear4music Ltd.
Commercial Manager - Customer Delivery & Consumer Finance
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Commercial Manager - Customer Delivery & Consumer Finance
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At Gear4music, both our delivery proposition and consumer finance offering play a vital role in the customer experience. We're looking for a Commercial Manager – Customer Delivery & Consumer Finance to shape and enhance these propositions across multiple international markets, ensuring customers receive a seamless, competitive and intuitive experience from product selection through to checkout.
Working closely with the Head of Commercial Logistics, you'll be developing our customer facing delivery propositions across all of our websites, to ensure a clear and compelling selection of delivery options are available, whilst achieving our commercial objectives.
In addition, you'll be optimising our consumer finance proposition, and managing key consumer finance supplier relationships, identifying new commercial opportunities to ensure our offerings remain compelling throughout the customer buying journey.
This is an exciting opportunity to influence conversion, customer satisfaction and commercial performance within a fast-growing international e-commerce business.
What You'll Be Doing
With operations spanning six locations across five countries, over 65,000 products, multiple logistics providers and consumer finance partners, you'll help transform complex operational services into clear, compelling customer propositions.
Delivery & Consumer Finance Proposition
- Own the commercial presentation of delivery options and consumer finance services across Gear4music and AV.com.
- Ensure delivery options, finance products, pricing, messaging and service information are clear, accurate, compliant and commercially aligned with our objectives.
- Develop and continually enhance our consumer finance proposition, reviewing existing products, evaluating new finance providers and identifying opportunities to improve our customer offering.
- Monitor competitor propositions and market developments to ensure we remain competitive with our delivery and consumer finance propositions.
- Review and optimise the customer journey through basket and checkout, improving conversion, finance uptake and customer satisfaction.
- Balance customer choice, commercial performance and profitability, alongside operational efficiency to deliver the best possible proposition.
Commercial & Supplier Management
- Support Head of Commercial Logistics with the management of key logistics suppliers, couriers, freight providers and consumer finance partners.
- Contribute to supplier reviews, performance discussions and continuous improvement initiatives.
- Support contract management, SLA compliance and commercial performance reviews.
- Assist with commercial negotiations, cost optimisation and proposition development.
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Market & Competitor Insight
- Benchmark delivery and consumer finance propositions across key markets.
- Monitor industry trends, emerging payment and finance solutions, delivery innovations and changing customer expectations.
- Identify opportunities for new suppliers, finance products and proposition enhancements using customer and market insight.
Performance & Data Analysis
- Produce reporting and insights on delivery performance, finance performance, supplier KPIs and customer outcomes.
- Analyse delivery conversion, finance penetration, supplier performance and customer behaviour to identify opportunities for improvement.
- Ensure proposition data, delivery information and finance messaging remain accurate and up to date.
Cross-Functional Collaboration
- Partner with Purchasing, Logistics, Finance, Product, Marketing and Operational teams to deliver improvements across the customer journey.
- Support new product launches, market expansion and the introduction of new delivery and consumer finance services.
- Help identify and mitigate supplier or operational risks, supporting contingency planning during peak trading periods.
- Act as a key point of contact for supplier performance issues across both logistics and consumer finance.
About You
You'll be commercially minded, customer-focused and naturally curious about how delivery and consumer finance can create competitive advantage. Comfortable working with data and complexity, you'll enjoy turning insights into practical improvements that benefit both customers and the business.
We're Looking for Someone With
- Experience within e-commerce, retail or commercial operations.
- An understanding of logistics, delivery operations and/or consumer finance products.
- Experience managing external supplier or partner relationships.
- Strong commercial awareness with the ability to balance customer experience, operational performance and profitability.
- The ability to influence and collaborate with stakeholders across multiple business functions.
- Strong analytical and problem-solving skills with excellent attention to detail.
- Experience using Excel, Power BI and/or Python to analyse performance data.
- Excellent communication skills and confidence presenting recommendations and commercial insights.
- A proactive approach with a continuous improvement mindset.
- A genuine interest in customer experience, digital commerce and market trends.
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Why Join Us?
This role offers exposure to international logistics, consumer finance, commercial partnerships and customer experience optimisation. You'll play a key role in shaping two of the most important elements of the online purchasing journey, ensuring our delivery and finance propositions remain market-leading while helping drive customer satisfaction, conversion and business growth.
What We'll Give You
Alongside the benefit of working with a fantastic bunch of talented people, we are committed to providing a well-rounded benefits package that includes development opportunities and support for your wellbeing:
- Generous discount scheme across our full range of music and home entertainment products
- Employee Assistance Programme, offering 24/7 caring & compassionate support across a wide range of areas
- Access to 30 qualified Mental Health First Aiders across the business, demonstrating our commitment to prioritising mental health & wellbeing support as a ‘Mindful Employer’
- Free car parking with access to electric charging points
Plus the following: employee referral scheme, employer pension scheme, corporate eyecare vouchers, cycle to work scheme, company sick pay scheme, enhanced maternity, paternity & adoption pay and annual flu vaccinations.
We have an open, collaborative, and friendly culture, and offer a supportive learning environment for people to grow and develop a career with us.
We are an equal opportunities employer and welcome applications from all suitably qualified candidates, regardless of age, disability, gender reassignment, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation, in line with the Equality Act 2010.
If you require any reasonable adjustments as part of the recruitment process, please let us know. A member of our friendly recruitment team will contact you to discuss your needs in more detail and ensure appropriate arrangements are made.
Department
Delivery Solutions
Contract type
Permanent
Hours
39.5
Salary
Dependent on Experience
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